Head of Client Experience Zurich (German & English)

Office
Zürich
Start Date
01.04.2025
Working hours
80%
Type of Contract
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

  • Reliable, detail-oriented, flexible personality
  • Excellent communications skills across all levels
  • Professional and positive appearance


    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

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