Specialist Customer Experience Management (CEM), 50 %

Specialist Customer Experience Management (CEM), 50 % #

Bundesplatz 15, 6002 Luzern

Do you want to know how our customers truly experience CONCORDIA? And do you like ensuring that their feedback turns into concrete improvements?
As a CEM Specialist, you will take on this newly created role with a lot of creative freedom in an attractive 50 % workload. In the Produktmanagement team, you will bring the voice of the customers into Marketing and throughout the entire CONCORDIA.

What awaits you ###

• You analyze existing Customer Journeys, identify areas for action, and trigger improvements together with the business units. You accompany their implementation and thus establish a continuous improvement process step by step.
• You continuously collect customer feedback through our CX measurement and use it specifically to optimize selected journeys and touchpoints.
• You further develop the CX measurement, establish new use cases and touchpoint measurements, and work closely with external partners in doing so.
• You systematically survey reasons for cancellation, evaluate them, and derive the necessary measures - so that our cancellation rate remains low.
• You promote positive customer reviews and define the process for how positive and negative feedback is answered.
• You keep an eye on customer satisfaction and customer 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, and strengthen customer orientation throughout the entire company.

What you bring with you ###

• Customers are at the center for you. You listen carefully, put yourself in their situation, and want to tangibly improve their experience.
• You think analytically, enjoy working with data and feedback, and derive concrete, actionable measures from them.
• You are solution-oriented, roll up your sleeves, and stick with it 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 finance industry is an advantage.
• You communicate with style in German; good knowledge of French is an advantage. You are proficient in MS Office, especially Excel, and ideally have experience with feedback and analysis tools.

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

Your next step ###

Do you have further questions about this position?

Victoria Sutter, Leiterin Produktmanagement, Telefon +41 41 228 02 74, will be happy to help you.

Patrick is looking forward to your application.

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