Specialist Customer Experience Management (CEM), 50 %

Specialist Customer Experience Management (CEM), 50 %

What to expect

• You analyse existing customer journeys, identify areas for action, and initiate improvements together with the business units. You accompany their implementation and thus gradually establish a continuous improvement process.
• You continuously collect customer feedback through our CX measurement and use it specifically to optimise selected journeys and touchpoints.
• You further develop the CX measurement, establish new use cases and touchpoint measurements, and work closely with external partners.
• You systematically query cancellation reasons, evaluate them, and derive the necessary measures – so that our cancellation rate remains low.
• You promote positive customer reviews and define the process for responding to positive and negative feedback.
• You keep an eye on customer satisfaction and feedback, evaluate customer satisfaction studies and market comparisons, and contribute to reporting on customer satisfaction.
• You bring the customer and market perspective into the development of products and services as well as into processes and projects, strengthening customer orientation throughout the company.

What you bring

• Customers are at the centre for you. You listen carefully, put yourself in their situation, and want to noticeably improve their experience.
• You think analytically, enjoy working with data and feedback, and derive concrete, actionable measures from it.
• You are solution-oriented, proactive, and persistent until improvements are actually implemented.
• You convince internal and external partners, enjoy working across teams and business units, and win others over to your ideas.
• You work independently and in a structured manner and set clear priorities.
• You have a higher education in business administration, marketing, market research, or psychology – or a comparable qualification. Further training in Customer Experience Management is a plus.
• You have several years of experience in CEM, market research, product management, or marketing and are familiar with methods such as customer journey analyses and CX measurement.
• Knowledge of health insurance or the insurance and financial sector is an advantage.
• You communicate confidently in German; good French skills are an advantage. You are proficient in MS Office, especially Excel, and ideally have experience with feedback and analysis tools.

Even if you do not meet all the requirements fully, we look forward to your application.

Your benefits

• You have a 41-hour week and can work part-time or flexibly. For selected activities, you can regularly work from home.
• Full salary during 14 weeks of maternity leave. Additional contributions to child and education allowances. Up to 90% cost coverage for external childcare.
• CONCORDIA supports internal and external training. We accompany you individually in your career planning.
• We offer you an extremely attractive, secure pension fund with above-average employer contributions and generous benefits.
• Your recovery is important to us: enjoy at least five weeks of holiday per year.
• We value long-term collaboration. After five years of service, you regularly receive a long-service gift: holiday or a bonus.

Your workplace

Bundesplatz 15

6002

Lucerne

Your next step

Do you have further questions about this position?

Victoria Sutter, Head of Product Management, phone +41 41 228 02 74, will be happy to assist you.

Patrick looks forward to your application.

For the filling of this position, we only consider direct applications.