Lilian Buss has extensive experience in customer centricity and innovation design, currently serving as Head of Customer Centricity & Innovation Design (a.i.) at PostFinance since November 2014. In this role, Lilian plays a key role in strategizing sales and service models for corporate clients, focusing on enhanced sales success, efficient processes, and customer satisfaction through innovative data and AI tools. Previous positions at PostFinance include Lead Marketing Development and various roles in marketing and communication, where contributions involved developing customer experience strategies in retail banking and implementing data-driven marketing initiatives. Prior experience includes leadership at terre des hommes schweiz, overseeing international projects and digital communication. Lilian holds a Master of Arts in Business Communications and certifications in Digital Transformation Management from recognized institutions.
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