Job Detail

We are seeking a curious, ambitious and confident design thinker to join the Customer Office at the Zurich Insurance Corporate Centre in Switzerland.

The Customer Experience Innovation Lead will be working in the Global CX Strategy & Innovation team in order to support the implementation of our enterprise-wide customer experience strategy to further drive customer retention and loyalty.  

In this role, you will help Zurich step up our CX efforts by translating customer intelligence into superior customer experiences and inspiring customer excellence across the organization. Based on the Zurich Customer Value Proposition and Brand Framework and in collaboration with the Business Units, the CX team will develop bespoke and unique end-to-end customer journeys to deliver a superior omni-channel experience at every customer touch point.

What you will do

• Support the development and implementation of an enterprise-wide customer experience strategy to drive customer retention and loyalty


• Contribute to the implementation of the global CX strategy across segments, regions and functional areas


• Act as CX consultant in key strategic innovation projects by defining unique end-to-end customer journeys that deliver a trusted and consistent brand experience at every touchpoint (e.g. WellCare, Cyber, Travel, Mobility, etc)


• Drive the design of differentiating customer experiences and solid business models with the support of cross-functional teams


• Collaborate with cross-functional stakeholders to lead rapid ideation sessions and prototype solutions to bring the concepts to life


• Implement, champion and expand Human Centred Design (HCD) principles and methodologies across the organization to promote a customer-oriented culture


• Work closely with Zurich BUs to identify local markets ambitions and requirements and design new services to support achievement of their CX roadmap


• Drive Zurich’s ongoing customer centric transformation through development new capabilities (e.g. design thinking workshops)


• Contribute to the development of the global digital CX tool kit (e.g. Suite of Services) that enable BUs to accelerate the delivery of new digital solutions and services


• Take a hands on approach in defining and delivering an array of expanding CX and user experience deliverables


• Identify and implement new partners and solutions to improve Zurich CX framework and capabilities (e.g. service design methodology, HCD, agile, etc)

What you will bring

• 4+ years of experience working in customer experience, service design, product design, and/or user experience (diversity of roles preferred) 


• 2+ years of experience in proposition development or new product design


• Hands on experience and expert knowledge of service design and HCD methodologies – e.g. leading design thinking workshops with stakeholders and customers


• In-depth knowledge and experience of Interaction Design and UX research across varied users, business problems, and devices.


• Proficiency in tools that create and communicate design solutions - with the ability to wireframe, journey map, present and lecture/teach the solutions.


• Previous experience developing CX blueprints (e.g. Kernel) is an asset 


• A team-oriented person and a strong communicator, able to work with different departments (e.g. IT, Business Transformation, local Business Units, etc.)


• Experience working independently and owning initiatives with cross-functional stakeholders from start to finish 


• Strong sense for user experience design (UX), familiarity with information architecture, and a solid understanding of component libraries (UI) is an asset 


• Passionate about human-centered design, lean start-up and growth hacking approaches


• Curiosity in how to better utilise data in order to craft more optimal user experiences


• Bachelor's or Master’s Degree in design, marketing, CX, or similar

Information for recruitment agencies 

Zurich does not accept any applications from recruitment agencies for this position. We refuse any responsibility for unsolicited applications as well as any associated fees.  

Are you interested in working for a company that values its people and put's its customers and employees at the heart of everything we do? Are you looking for growth opportunities beyond simply a career? Then Zurich could be just the place for you!

Our people are the heart & soul of Zurich. Together we are committed to delivering on our purpose - Let’s Create a Brighter Future Together! 

Our ambition is to become one of the most responsible and impactful businesses in the world. To get there we hire and develop the best talent available. With Zurich, you can expect to work on challenges that will help you grow and to collaborate with a diverse and inclusive global team. 

People are Zurich’s most important asset. Their varied skills, perspectives and experiences drive innovation. And they reflect the breadth and diversity of our customers, suppliers, communities and investors around the world. We are committed to attracting and retaining talented individuals from a variety of backgrounds and experiences. Zurich does not discriminate based on race, ethnicity, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. 

• Location(s):  CH - Zürich 


• Remote working: No


• Schedule: Full Time or Part Time


• Recruiter name: Christopher Parkinson


• Closing date: