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Open nowPosted 9 days ago

Responsable Satisfaction et Expérience Client - Banque (H/F) - POSTE FIXE

job-room.ch86,007 open roles

Where
Neuchâtel, NE, Switzerland
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Your applicationOpen nowResponsable Satisfaction et Expérience Client - Banque (H/F) - POSTE FIXEjob-room.ch · Neuchâtel, NE, Switzerland

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on job-room.ch's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.4%3 days
  3. 7.9%7 days
  4. 14.2%14 days
  5. 34.1%30 days
This job: posted 9 days ago

The posting

Votre mission

Pour le compte d-un acteur reconnu du secteur financier suisse, ValJob Permanent recherche un·e Responsable Satisfaction et Expérience Client. Dans cette fonction stratégique et transverse, vous contribuez à faire évoluer l-expérience proposée aux clients et à renforcer leur satisfaction à travers l-ensemble des interactions avec l-organisation. Vous jouez un rôle central dans l-identification des attentes clients, l-amélioration continue des services et le développement d-une culture résolument orientée client. Vos responsabilités : - Définir et mettre en œuvre une approche globale visant à améliorer l-expérience et la satisfaction client - Analyser les différentes étapes de la relation client et identifier les axes d-amélioration - Concevoir et optimiser les parcours et interactions clients - Définir, mesurer et suivre les indicateurs de satisfaction et de qualité - Exploiter les données et retours clients afin de proposer des actions concrètes d-amélioration - Piloter et coordonner des projets transversaux liés à l-expérience client - Collaborer avec les différents métiers afin d-assurer une expérience cohérente à travers les différents points de contact - Accompagner les équipes dans le développement d-une culture fortement orientée client - Contribuer à l-évolution et à la digitalisation des services et interactions - Assurer une veille sur les tendances, outils et nouvelles pratiques en matière d-expérience client

Votre profil

\- Diplôme de niveau supérieur complété par une expérience pertinente dans les domaines de la relation client, du marketing ou de la transformation des services - Expérience confirmée dans le domaine de l-expérience client, de la satisfaction client ou de la transformation digitale - Bonne connaissance des méthodes et outils liés à la Customer Experience (CX) et à l-analyse des parcours clients - Aisance dans l-analyse de données et le suivi d-indicateurs de satisfaction - Expérience dans la conduite et la coordination de projets transversaux - Une formation ou certification en Customer Experience, UX, Service Design ou transformation digitale constitue un atout - Excellentes capacités d-analyse, de conception et de structuration - Forte orientation client, sens de l-écoute et empathie - Personnalité proactive, capable de fédérer différents interlocuteurs autour d-une vision commune - Excellentes capacités de communication - Très bonnes compétences en français et en allemand ; l-anglais constitue un atout Date d'entrée : - De suite ou à convenir Qui sommes-nous ? ValJob Permanent est votre partenaire expert en recrutement et placement de personnel fixe en Suisse. Notre mission est de devenir votre partenaire privilégié dans la recherche de l'emploi idéal. Forts de notre connaissance approfondie du marché suisse et de nos valeurs d'intégrité et de transparence, nous accompagnons chaque talent avec un engagement total.

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