Head of Customer Excellence - Retail Customers

Skills

About the Role

You will shape tomorrow's customer experiences by developing Customer Excellence for the retail customer unit. You will lead and develop your team, drive knowledge management and knowledge platforms including AI-supported tools, identify optimization potential along customer interactions, and implement churn and retention measures. You will also steer incident, emergency and crisis management, coordinate communication in exceptional situations, and represent the company toward ombudsman offices and escalation bodies.

Requirements

• Higher education (FH/HF/University) in business administration, communication or comparable field
• Several years of leadership and professional experience in a customer-oriented banking or insurance environment
• Knowledge of knowledge, feedback and complaint management and customer journeys
• Experience with CRM systems (ideally BSI) and knowledge platforms
• Ability to translate strategy into measures and drive change
• Modern leadership style
• Strong communication and stakeholder skills, resilience, fluent German; good French and/or Italian an advantage

Responsibilities

• Develop Customer Excellence strategically across the retail customer unit
• Lead and develop your team
• Own the strategic development of knowledge management
• Advance knowledge platforms, tools and AI-supported aids
• Identify optimization potential in customer interactions and implement churn and retention measures
• Steer incident, emergency and crisis management and lead cross-functional task forces
• Collaborate with sales, customer journeys, IT and stakeholders and represent the company toward ombudsman offices

Benefits

• 6 weeks vacation and option for unpaid leave
• Flexible work models: part-time, job sharing and top sharing
• Training and development offerings, temporary job changes and stages
• Modern workplaces, co-working in Bern and Zurich, home office
• 18 weeks paid maternity leave and 4 weeks paternity leave
• Health prevention offers and ergonomic workplaces
• Free half-fare travelcard or discounted GA, bike, car-sharing and e-car offers
• Staff vouchers up to CHF 500 per year
• Preferential mortgage rates and fee-free accounts, credit cards and depots
• Internal networks and communities

Hiring Process

Online application, confirmation of receipt, document review (response within two to three weeks), first interview, second interview, phone offer, employment confirmation and online contract package, then welcome.