Chief Client Satisfaction Officer (m/f/d)

Our NeoPrivatbank as part of the Prince Castell'schen Bank combines the digital innovative power of a Neobank with the values, excellence and good service of a private bank. Our mission: Rethink private banking.

We act digitally and efficiently, but remain true to our tradition. This unique combination, paired with over 250 years of family-owned experience, makes us special – and right here you come into play. We are looking for one/n at the Würzburg or Frankfurt am Main site at the next possible time Chief Client Satisfaction Officer (m/w/d).

With a direct line of reports to the Chairman of the Board, your entire thinking is geared towards the best possible service from a customer perspective. You are responsible for the overall further development of the customer journey end‐to‐end – with a clear focus on an outstanding customer experience and compliance with the service promise of our bank. You make sure that the customer journey meets the high demands of a private bank and continuously develop them in the sense of a consistent, high-quality and modern customer experience. You systematically identify Pain Points along the customer journey, continuously measures and analyzes the relevant customer experience KPIs and thereby initiate concrete improvement measures. You develop customer experience as an independent targeting dimension for all relevant units of the bank and report the results regularly to relevant stakeholders and bodies, including the preparation of well-founded decision bases for management.

You have a completed degree (Bachelor or Master) in business or a comparable field. You bring multi-year professional experience in the banking service or sales environment – ideally focusing on the design, control and measurement of customer experience processes. You have experience in cross-departmental cooperation, convince by clear performance and result orientation as well as by high enforcement and implementation competence. You have a strong understanding of sales and service processes as well as a very good KPI and numerical understanding – complemented by sound banking and regulatory knowledge. A high degree of commitment, flexibility and resilience completes your profile.

Design space and self-responsibility: You take responsibility, redesign banking and work in an innovative environment that promotes your ideas and enables you to have self-employment. Attractive remuneration and benefits: You can look forward to a performance-oriented salary with bonus component and benefit from a company pension, exclusive employee rebates and other attractive benefits. Work-life balance and flexibility: You expect 30 days of vacation, dynamic working hours and the opportunity to work on the mobile – for a healthy reconciliation of leisure and work. Individual training: You use various possibilities for personal and professional development. Personal environment: A house with around 210 employees awaits you, where you are more than a number. From day one on you are welcome, needed and welcome. We live a culture in which cooperation counts – here you know the person behind the name on the screen. .