Customer Excellence Manager

vor 3 Wochen

Zurich, Schweiz iptiQ Vollzeit

Are you looking for an opportunity to work in an** international and growing environment**? We are seeking a highly skilled and motivated Customer Excellence Manager to join our Global Governance and Customer Excellence function at iptiQ

**About the Role**

In this global role, you will be responsible for driving customer excellence and good customer outcomes, developing and ensuring the implementation of our customer excellence and conduct risk strategies and initiatives across the organization. You are passionate about the customer, understand what it takes to drive customer excellence and have experience in regulatory compliance around treating customers fairly.

**Your responsibilities include**:

- Develop frameworks, strategy and initiatives that improve good customer outcomes across iptiQ aligned with industry standards and that meet SwissRe's standards
- Drive a culture that puts our customers first and work in partnership with our regions to embed customer conduct best practices into day-to-day operations by collaborating with cross-functional teams, ensuring practices are in place for a consistent and coordinated approach
- On behalf of iptiQ's Board, review and define iptiQ's customer conduct risk appetite and monitor and evaluate whether iptiQ is managing customer conduct risk within that defined risk appetite
- Define and conduct partner and customer surveys that provide good customer insights and develop strategies that address outcomes of these surveys
- Prepare regular reports, Board and Management updates on conduct risk and customer excellence activities, including risk assessments, mitigation efforts, customer excellence and conduct metrics development and progress on initiatives, and present findings and recommendations to senior management and other partners for informed decision-making
- Develop, maintain and regularly analyse customer conduct and customer excellence dashboard to identify areas for improvement and to address any customer conduct issues
- Share customer excellence learnings and initiatives across the group to enable replication of benefits across markets

**About the Team**

We are a **dynamic Global Governance and Customer Excellence function** dedicated to ensuring good customer outcomes, experience and consistent and effective governance practices across iptiQ. With the customer at heart, we focus on **risk management, operational excellence and compliance**, we play a crucial role in establishing and maintaining global governance standards that enable sustainable growth and mitigate potential risks. Our a diverse set of backgrounds and skills allow us to approach governance from multiple perspectives and develop comprehensive strategies to address complex challenges.

**About You**

**You will demonstrate**
- In-depth knowledge of **customer excellence practices** and **conduct** **risk management principles**, regulatory requirements, and industry standards
- **Retail insurance experience in Life and Health, Property and Casualty** is a plus
- Previous experience of **3+ years in this field** (customer outcome focused teams) or related functions
- Senior management and Board exposure
- Proficiency in **English** is a requirement

**Join us and play a pivotal role in upholding our organization's commitment to customer centricity, creating good customer outcomes and ethical conduct. Together, we create a culture of customer centricity, drive simplicity and accountability for good customer outcomes to drive long-term success and resilience in iptiQ.**

We are an equal opportunity employer, and we value diversity at our company. Our aim is to live visible and invisible diversity - diversity of age, race, ethnicity, nationality, gender, gender identity, sexual orientation, religious beliefs, physical abilities, personalities and experiences - at all levels and in all functions and regions. We also collaborate in a flexible working environment, providing you with a compelling degree of autonomy to decide how, when and where to carry out your tasks.

**About iptiQ**

At iptiQ, we partner with established brands around the world to create impactful digital insurance solutions. We make it easier for consumers to buy the insurance they need from the brands they trust. We provide life and non-life insurance through our end-to-end digital platform and build multi-channel customer experiences.

What we offer our employees is outstanding. Hybrid working in offices across the world, phenomenal learning & career opportunities and a culture that encourages new perspectives to challenge conventions and come up with innovative solutions. We believe in the power of inclusion. Drawing on our employees' broad range of perspectives, life experiences and backgrounds stimulates creativity and gives us a competitive edge. iptiQ embraces a workplace where everyone has equal opportunities to thrive regardless of their age, gender, gender identity and/or expression, sexual orientation, race,

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