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We are looking for a Process Owner for one of our clients in the financial services industry in Switzerland, for a permanent role.
Job Responsibility
Take end-to-end ownership of one or more customer journeys, such as account opening, card issuance, card usage and lifecycle management or invoicing
Work closely with marketing, sales, IT and operations to ensure a seamless and consistent customer experience across all channels
Analyse customer interactions, identify pain points and optimisation potential, define KPIs and translate insights into concrete improvement measures
Develop and implement journey strategies, maintain customer journey maps and actively drive a customer-centric mindset across the organisation in an agile environment
Requirements
University degree in economics, computer science or a related field
Several years of experience in customer experience, journey or product management
Strong understanding of end-to-end customer journeys and modern process methodologies
Strong analytical and communication skills
Experience in stakeholder management and agile frameworks
Fluent in German and English
What we offer
Structured onboarding
Flexible working hours with home-office options
Modern workplace setup
Attractive benefits
Real influence on how customer experience is shaped