Customer Experience Manager

About this position

The Head of Customer Experience ensures that FKB provides its customers with a consistent, high-quality, and distinctive experience across all touchpoints. This role embeds customer-centricity at the strategic level, drives the optimization of the customer journey across all departments, and fosters an experience- and customer-oriented corporate culture.

What can you expect?

• Development and Implementation of a Customer Experience Strategy
• Managing and Optimizing the Customer Journey (Customer Journey Management)
• Measuring, Monitoring, and Reporting Customer Satisfaction
• Coordination and support of cross-organizational CX projects
• Promoting a Customer-Centric Corporate Culture
• Integrating Innovation and Trends in the Customer Experience

What do you bring with you?

• Advanced education in management, marketing, digital transformation, banking/finance, or a related field
• Experience or digital literacy is a plus
• Knowledge of customer insights, data analysis, and customer journey mapping, as well as proficiency with the relevant tools
• Conceptual strength and a structured approach to work
• Strong customer focus and a high degree of empathy
• Excellent communication skills; native speaker of French or German with excellent knowledge of the other language

We offer you

• A humane and welcoming work environment; fair compensation based on transparent principles
• An employer who doesn't just use the terms "solidarity," "sustainability," and "community engagement" as buzzwords, but lives by them every day
• Competitive compensation and benefits that exceed the standard collective bargaining agreement
• Preferential terms for our banking services and much more