Customer Satisfaction and Experience Manager - Bank (M/F) - PERMANENT POSITION

Your mission

On behalf of a recognized player in the Swiss financial sector, ValJob Permanent is looking for a Customer Satisfaction and Experience Manager. In this strategic and cross-functional role, you contribute to evolving the experience offered to customers and strengthening their satisfaction through all interactions with the organization. You play a central role in identifying customer expectations, the continuous improvement of services, and the development of a resolutely customer-oriented culture. Your responsibilities: - Define and implement a global approach aimed at improving customer experience and satisfaction - Analyze the different stages of the customer relationship and identify areas for improvement - Design and optimize customer journeys and interactions - Define, measure, and monitor satisfaction and quality indicators - Utilize customer data and feedback to propose concrete improvement actions - Drive and coordinate cross-functional projects related to customer experience - Collaborate with different business units to ensure a consistent experience across different touchpoints - Support teams in the development of a strongly customer-oriented culture - Contribute to the evolution and digitalization of services and interactions - Ensure monitoring of trends, tools, and new practices regarding customer experience

Your profile

• Higher education degree completed by relevant experience in the fields of customer relations, marketing, or service transformation - Proven experience in the field of customer experience, customer satisfaction, or digital transformation - Good knowledge of methods and tools related to Customer Experience (CX) and customer journey analysis - Proficiency in data analysis and monitoring satisfaction indicators - Experience in leading and coordinating cross-functional projects - Training or certification in Customer Experience, UX, Service Design, or digital transformation is an asset - Excellent analytical, design, and structuring skills - Strong customer orientation, listening skills, and empathy - Proactive personality, capable of uniting different stakeholders around a common vision - Excellent communication skills - Very good skills in French and German; English is an asset Start date: - Immediately or to be agreed Who are we? ValJob Permanent is your expert partner in recruitment and permanent staff placement in Switzerland. Our mission is to become your preferred partner in the search for the ideal job. Building on our deep knowledge of the Swiss market and our values of integrity and transparency, we support each talent with total commitment.