Head of Client Experience Zurich (German & English)
- Escritório
- Zürich
- Data de início
- 01.04.2025
- Horário de trabalho
- 80%
- Tipo de contrato
- Permanent
Description
Union Bancaire Privée (UBP) is one of the largest family-owned private banks in the world. But what makes UBP really unique is its corporate culture, which combines modernity and tradition. Although UBP was founded in 1969, its origins can be traced back to the 17th century and the start of a long line of financiers and diplomats of whom Edgar de Picciotto and his descendants are the successors. Today, the Bank's staff draw their inspiration and drive from the founding family's subtle blend of strong moral values and pragmatism, which to this day remain the key to UBP’s success. UBP is known for providing an outstanding premium client experience to its international client base.
Mission
Provide a high-quality client experience service to our clients reflecting the premium brand of UBP in Zurich.
Main responsibilities
The Head of Client Experience Zurich is responsible for shaping the bank’s client experience strategy, ensuring a professional, engaging, and high-quality service for clients across all touchpoints visiting our UBP office at Bahnhofstrasse 1 in Zurich. This role involves leading two teams (Reception Team & Kitchen Team) of five people to enhance customer satisfaction and improve service delivery.
Managing two teams (Reception and Kitchen) with five employees
Servicing and supporting the bank's international clients and external partners
Oversee and provide various reception tasks:
Call Handling; Answering and directing phone calls professionally
Welcoming and and assisting clients, visitors and partners
Handling incoming and outgoing mail, packages, and deliveries
Managing the reception to ensure a professional and organized appearance
Travel Booking
Visitor Reporting
Security Tasks
etc.
Oversee and provide various service and hospitality tasks:
Menu Creations
Inventory and stock management, ensuring proper storage and supply ordering
Managing and organizing of internal in-house events
Taking and serving orders for coffee, tea, refreshments, and meals
Setting up and maintaining tables, meeting rooms and venues
Liaising with kitchen team and cook, and other staff to ensure excellent service
Support in service at various in-house events
etc.
Developing and implementing strategies to enhance the overall client experience
Ensuring a seamless, high-quality, and personalized experience across all touchpoints within the bank
Personal skills
Education
- Education: Diploma
- Certification: Hospitality management Diploma, Tourism Diploma, F&B Diploma, or similar
- Technical skills: Microsoft Office
Experience
- Years of experience: 3-7 : intermediate
- Experience required:
- 3-7 years of expertise in a customer experience role or in a premium client service role
- Strong understanding of customer journey and service design
- Leadership experience is a benefit
- Experience in banking or with reputable firms is a a plus
- Experience in private banking: Preferred
Language
- English: Fluent
- German: Fluent
OTHER
- Swiss resident: Mandatory