In Hungary UniCredit Bank offers comprehensive and flexible financial products and services under favorable conditions to private customers as well as small and medium size enterprises and large corporates.
Within Retail Segments, we are looking for a Leader in the Costumer Experience Management area, with the following tasks and responsibilities.
Senior Head of Customer Experience Management
- Customer touch points definition and observation
- Customer feedback collection /Voice of the customer/ and analysis
- Design End to end Customer journey description and heat maps definition /love and pain points/
- Tracking customer experience – persistently and periodically
- Designing and reacting to customer interactions to meet or exceed customer expectations
- Customer journey definition, measurement, improvement
- Build a governance model and KPI’s definition
- Develop and implement programs to support change and customer excellence at all level
- Responsible for overall professional training delivery to the network
- Perform coaching activities to the network
- Design together with HR and business specialists training modules and materials
- Business model development – agility and sustainability
- min. 5 years experience in various management in sales/segment/marketing areas
- broad experience in managing complex business/strategic projects
- assertive communication skills
- proactive, solution oriented approach
- comprehensive mindset
- Creativity and innovative approaches
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