Focus on digital adoption, with a strong emphasis on integrating AI within the private banking sector.𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Developing and delivering tailored AI training sessions for private banking professionals, blending theoretical knowledge with hands-on implementation of generative AI tools (such as Copilot for Edge, Copilot for M365, and custom GPTs) to promote immediate application in daily tasks, with a focus on sustainable adoption across the organization.• Collaborating with an internal network of AI ambassadors to identify the challenges and needs related to digital adoption, specifically regarding AI tools, within the private bank. Additionally, providing regular updates on the latest AI developments and guiding ambassadors on how to leverage these features.• Monitoring and assessing the impact of training sessions to ensure long-term effectiveness and continuously support digital adoption.• Supporting digital adoption initiatives by creating informative articles and videos that equip colleagues within the organization to effectively use digital tools.

𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Developing and delivering training for new and experienced customer service representatives. • Coaching and motivating staff in handling complex customer service issues.• Continuous improvement of the customer journey. • Collaboration with various departments to ensure a seamless customer experience.• Leadership.

𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀: • Utilizing additional rights and authorities for direct problem resolution and request handling. • Actively participating in proposing and implementing improvements for the support category. • Contributing to the daily optimization of the customer journey.

𝗖𝗼𝗺𝗽𝗲𝘁𝗲𝗻𝗰𝗶𝗲𝘀:• Active Listening, Summarizing, and Questioning (LSD) conversation techniques and empathy. • Effective communication, both verbal and written. • Problem-solving skills. • Knowledge of products and services

𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:• Developing and implementing branding strategies. • Managing search engine optimization and search engine advertising (SEO/SEA). • Designing and executing campaigns to enhance brand awareness and reputation. • Recording and editing video content using professional tools and techniques. • Applying UX and UI design to ensure an optimal user experience on digital platforms.