Head of Customer Excellence - Private Customers

You shape the customer experiences of tomorrow. Together with your team, you consistently develop Customer Excellence at PostFinance and ensure that customers have simple, relevant, and convincing experiences across all channels. Through effective knowledge, feedback, and complaint management, you strengthen customer loyalty, increase service quality, and contribute to the continuous improvement of our customer interactions. With foresight, strength in implementation, and a clear customer perspective, you create sustainable added value for our customers, optimize internal processes, and support the strategic development of PostFinance.

Why you start with us

Time for recovery
6 weeks of vacation and the possibility of unpaid leave.

Flexible working models
Part-time, job sharing, and top sharing.

Individual development
Diverse training and further education offers, temporary job changes, and stages.

Modern working worlds
Modern workplaces, co-working in Bern and Zürich, as well as home office in many areas.

Maternity & paternity leave
18 weeks of fully paid maternity leave and 4 weeks of paternity leave.

Health in focus
Preventive offers, ergonomic workplaces, and targeted support during longer absences.

Mobility offers
Free Halbtax or discounted GA, as well as attractive bicycle, carsharing, and e-car offers.

Lived equal opportunity
Among other things through transparent salary information in our job advertisements.

What you can achieve

• You strategically develop the Customer Excellence area and anchor a consistent customer perspective throughout the entire Private Customers unit
• You lead and develop your team and create an environment in which people can take responsibility, make decisions, and develop their potential
• You are responsible for the strategic and conceptual further development of knowledge management with the goal of making relevant knowledge easily, quickly, and as needed accessible to employees in sales and service.
• You drive the further development of knowledge platforms, tools, and AI-supported aids, thereby creating the foundation for excellent customer experiences and high service quality
• You identify optimization potential along the customer interaction, derive effective improvement measures, let these flow into the customer journeys, and implement churn and retention measures in a targeted manner
• You manage the disturbance, emergency, and crisis management of the Private Customers unit, coordinate communication in exceptional situations, and lead cross-departmental task forces if necessary
• You work closely with sales, customer journeys, IT, as well as other internal and external stakeholders and represent PostFinance as the central contact person towards ombudsman offices and escalation committees