UPC Switzerland has appointed a new head for Digital Transformation, a Chief Customer Officer and a Chief Marketing Officer. Under the leadership of CEO Severina Pascu, the new management team will structurally improve the product quality and increase customer satisfaction, the cable operator said.
UPC has started a programme to raise quality and drive customer satisfaction by improving the customer proposition and by simplifying and digitising processes both in the Consumer and Business segments. This multi-year programme is backed by significant investments in products and systems, it said.
Urs Reinhard has been appointed Chief Digital Officer, responsible for driving the digital transformation. He has a combination of strategic and operational background coupled with large-scale transformation experience. He was previously a partner with The Boston Consulting Group, led UPC's Strategy & M&A Teams and for the last year was responsible for sales and customer operations.
Helia Burgunder will join UPC as Chief Customer Officer. She is a veteran industry executive with a record of various executive positions at Swisscom. In the last three years, she has directed the sales department at Swisscom, including the Shops network. She will assume her new role in spring 2019. She will coordinate customer-facing activities, with a strong focus on sales and customer operations.
Helia Burgunder holds a Master's Degree in Electronic Engineering & Computer Science from the University of Lisbon, Portugal, with an Executive MBA from the University of Fribourg, Switzerland. In her long career with Swisscom since 1995, she held various management functions within the company, including Access Platform Manager and Business Strategy Manager at Swisscom Fixnet and later at subsidiary Swisscom Hospitality Services, where she became Managing Director Portugal and Director of Customer Care Europe.
In 2011, Burgunder came back to Switzerland and became a member of the executive board of the Small & Medium Enterprise department at Swisscom Switzerland as EVP Customer Service and Online Channel. As per September 2015, she joined the executive board of Sales & Services as EVP Sales & Retail Channels Switzerland.
Stefan Fuchs has been appointed Chief Marketing Officer. In this new role, he will oversee Customer Value Proposition, Experience and Value Management as well as Products, Content, Business Intelligence and Brand & Marcom. He joined UPC in September as Vice President Marketing. He has been part of the group for over ten years and held executive marketing positions at Unitymedia in Germany, Virgin Media in the UK as well as Liberty Global in Amsterdam.
