Senior Client Experience Specialist (w/m) 100%

At Vontobel, we are committed to actively shaping our future. We create and pursue investment opportunities that get our clients ahead. As a global financial service provider with Swiss roots, we specialize in wealth management, active asset management and investment solutions that fit.

We are looking for a Senior Client Experience Specialist for our Brand Management Team. In this role, you will be responsible for Vontobel's Client Experience Program on a corporate level, support the divisional CX activities and ensure the Corporate and Divisional integration.

Your Challenge

Vontobel Experience program:

  • Drive further our efforts and planned roadmap to anchor CX within the organization and ensure a consistent client experience across all client journeys
  • Advise and aid the use and integration of “Voice of the Client” platforms along existing and new client journeys
  • Manage the corporate CX KPI dashboard and liaise with corporate and divisional stakeholders to measure progress
  • Advise corporate Senior Management on client satisfaction initiatives and measures

Experience Design:

  • Project management to optimize and develop corporate client journeys applying Design Thinking methodologies and support divisional teams in their Design Thinking projects
  • Responsible for Design Thinking toolbox and its further development (e.g. content and digitalization of toolbox)
  • Enforce a common language and application of the Vontobel Experience methodology and toolkit

CX Education and Transformation:

  • Create a cultural transformation programm in collaboration with Human Resources in order to drive employee and client experiences
  • Develop CX training concepts (e.g. CX Champions, Design Thinking) in order to train employees and conduct the training sessions
  • Develop an onboarding strategy for new employees to integrate into Vontobel’s client experience culture
  • Support corporate executives in their role as cultural leaders on the path of transformation

Cultural anchoring:

  • Develop and implement internal CX communication and learning campaigns, formats and their content to engage employees across the company (e.g. intranet news, videos, e-learning)
  • Build and maintain a CX Knowlege Hub as single point of information for all employees
  • Establish an internal CX community with corporate and divisional CX Champions and drive the community activation through a defined program

 

Your Qualification

  • University degree with a focus on business administration or marketing
  • At least 5 years professional experience in a comparable senior position – experience in consulting desirable
  • Proven track record in cultural and change management as well as employee onboarding
  • Sound experience and proven track record in client experience management: conception, methodology, project implementation and derivation of concrete measures including KPIs
  • Experience in the application and trainings of Design Thinking/Client journey mapping methodologies
  • Experience in both the analog and digital worlds and an understanding of how to meet the challenges of different touchpoints.
  • Very good project management knowledge and experience in managing company-wide projects
  • Strong analytical and conceptual skills and strategic foresight
  • Decision-making ability, persuasiveness and high resilience as well as creativity
  • Quick comprehension as well as fast, independent and exact working methods with a high quality awareness
  • Confident appearance and pronounced communication and presentation skills
  • Team-oriented, committed and flexible personality
  • Very good knowledge of German and English

 

Location

Zürich / Gotthardstrasse 43

 

Contact

Slava Müller
+41 58 283 72 17
Corporate Human Resources