Intern Client experience (Phygital Engagement)
Publiée le 21/04/2026
Banque Internationale à Luxembourg (BIL)
- Luxembourg, Luxembourg (Canton)
- Relation client / SAV
Founded in 1856, Banque Internationale à Luxembourg is the oldest multi-business bank in the Grand Duchy. From its foundation, the BIL has always played an active role in the development of the Luxembourg economy. It currently operates in retail, private and corporate banking, as well as on major capital markets. Employing more than 2 000 people, BIL is present in the financial hotspots that are Luxembourg, Switzerland, and China.
As a major player in Luxembourg's finance industry and as a signatory of the UN Principles of Responsible Banking, BIL is committed to handing over a responsible and sustainable bank to future generations.
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).
Your skills:
· Education (orientation): Marketing, Strategy, Economics or equivalent
· Education (required level): Master's degree or equivalent by experience
· Languages: French & English (C1 level)
· IT tools: MS Office tools skills (Excel, Word, PowerPoint)
· Ability to interact with and build relationships with people from different departments and levels of seniority.
· Strong quantitative and analytical competency. You are a self-starter, meticulous and able to use initiative
BIL offers a broad range of challenging projects and a huge choice of career paths .We will assist you in finding the one that best meets your skills and expectations. Your personal development is our priority and we greatly encourage you to dive into different business areas for the broadest possible experience.
BIL is firmly of the opinion that diversity & inclusion contribute towards increasing the collective performance of the Bank. We are committed to creating a culture of inclusion that encourages individual development with equal opportunities for all.
NB: The selected candidate will be asked to provide an extract from the criminal record (no.3) as evidence of integrity and justified with regard to the specific needs of the position to be filled. Other documents will be collected, to the extent legally permitted, to perform background checks.