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 to strengthening their satisfaction through all interactions with the organization. You play a central role in identifying customer expectations, continuous service improvement, 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 data and customer feedback to propose concrete improvement actions - Lead and coordinate cross-functional projects related to customer experience - Collaborate with different business units to ensure a coherent 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 analysis, 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 Upon who are we? ValJob Permanent is your expert partner in recruitment and placement of permanent staff in Switzerland. Our mission is to become your preferred partner in the search for the ideal job. Drawing on our in-depth knowledge of the Swiss market and our values of integrity and transparency, we support every talent with total commitment.