Purpose of the position "Manager Customer Experience & Marketing" To develop and implement an integrated customer and marketing strategy that ensures consistent customer experience, increased customer satisfaction, and a strengthened brand positioning as a customer-focused and innovative financial service provider.

• Developing Customer-Centric Products and Services Researching, (re)designing, and implementing new and existing products and services with the primary goal of enhancing the customer experience and increasing the relevance and effectiveness of the product portfolio.

• Translating Data-Driven Customer Insights into CX Strategies

Leveraging advanced data analytics and customer insights to inform strategic decisions, personalize customer interactions, and optimize the overall experience across all touchpoints and channels.

• Identifying Growth Opportunities through Market and Customer Trends. Conducting in-depth market and customer research and monitoring relevant developments within and beyond the financial sector to proactively identify growth opportunities aligned with evolving customer needs.

• Strengthening Brand Experience through Customer-Centric Positioning

Actively contributing to the bank’s brand positioning as an innovative and customer-first market leader, including visibility in relevant media, panels, and events that emphasize customer value.

Creating Transparent and Accessible Customer Communication Developing clear, accessible communication channels and tools that support customers in making informed financial decisions and ensure low-threshold, direct contact with the bank.

• Embedding Customer Experience Across All Channels and Processes

Structurally improving the Net Promoter Score (NPS) by embedding service-oriented thinking and action in every customer process, with customer satisfaction, loyalty, and trust as key drivers.

• Leading  a CX-Driven Team

Managing a multidisciplinary team and fostering collaboration, ownership, and continuous development with the aim of delivering an exceptional customer experience at every stage of the customer journey.

Education:
Master’s degree in Marketing Management or International Business related field.

Experience: 8-10 years of experience in banking or financial services, with at least 6 years in leadership role within Marketing.

Hard skills:

• Expertise in marketing communication aligned with customer journey and brand experience
• In-depth knowledge of innovative strategies and customer-centric marketing approaches
• Strong understanding of financial sector trends and macro-economic developments, with the ability to link these to evolving customer needs
•  Proficient in MS Office tools, especially for reporting, data analysis
• (Excel) and presentations (PowerPoint)
• Familiarity with social media platforms and their role in enhancing customer engagement and brand trust

Soft skills

• Strong leadership abilities, especially in multidisciplinary and customer-focused teams
• Highly analytical, capable of interpreting customer data and translating it into actionable insights
• Effective team player, with cross-functional collaboration experience
• Customer-oriented with a commercial mindset focused on long- term value