Within the Phygital Engagement unit, you will help shape a customer‑centric experience powered by data‑driven insights. As part of this team, you will support the integration of physical and digital distribution channels to deliver seamless, consistent customer journeys, in line with our 2030 model strategy.
You will work closely with colleagues from Sales, Marketing, Distribution, and Products & Services to design a unified Go‑to‑Market approach that enhances customer experience at every touchpoint. Your role will also include supporting customer lifecycle management, providing insights to optimize competitive positioning, and collaborating with the bank’s sales and support teams to translate customer experience improvements into measurable commercial outcomes.
Your next challenge:
· Help the team to collect customer feedback and analyse it to identify ways of increasing client experience on different customer journeys (NPS, CSAT, CES, …).
· Support the improvement of the knowledge base for our digital assistant Berry and enhance client adoption.
· Keep track of market trends from a competition and strategy perspective (competitive benchmarks, new offers, internal newsletter, …).
· Contribute to the elaboration and analysis of the main market studies on the Luxembourg banking market.
· Play an active role in shaping the customer engagement strategy and customer lifecycle management on key identified customer journeys.
· Participate in strategic projects related to the evolution of our model service strategy (branch & other channels).