Global Customer Experience Manager

ulliPrestigious international Insurance company /li /ul ulliPrestigious international Insurance company /liliStart: 1st December // 12 month contract //

Location:
Zurich // Hybrid /li /ul h3About Our Client /h3 pPrestigious international Insurance company /p h3Job Description /h3 pIn this role, you will help translate the organisation's customer experience strategy into practical initiatives and tangible improvements for customers and business teams. Working across regions and functions, you will support the design, delivery and scaling of customer-centric solutions that drive measurable business and customer outcomes.br/ You will collaborate with business units, customer teams and technology partners to identify opportunities, optimise customer journeys and promote customer experience best practices across the organisation. Success will be measured through contributions to growth, customer loyalty, operational efficiency and the adoption of customer-centric standards. /p h3Key Responsibilities /h3 h3Customer Insight Analysis /h3 ul liLeverage customer research, journey analytics and business data to support the development of personas, customer journeys and experience improvement opportunities across key touchpoints. /li /ul h3Customer Journey Improvement /h3 ul liPartner with business units to enhance customer experiences across critical journeys by identifying pain points, developing recommendations, supporting roadmap planning and tracking progress against customer and business objectives. /li liSupport the execution of the organisation's customer experience strategy, translating strategic priorities into actionable initiatives and customer-focused improvements. /li /ul h3Solution Delivery /h3 ul liCollaborate with UX/UI designers, service designers, product teams and technology partners to deliver customer-centric solutions aligned with defined customer experience standards. /li liContribute to the development of digital experience strategies through customer research, stakeholder engagement, workshops and the definition of future experience requirements, capabilities and success metrics. /li /ul h3Platforms Enablers /h3 ul liSupport the coordination of customer experience capabilities across digital platforms, including CRM, analytics, experimentation, accessibility and AI-driven solutions, based on business priorities. /li /ul h3Stakeholder Collaboration /h3 ul liBuild strong relationships with customer teams, technology functions, business stakeholders and external partners to support the successful delivery of customer experience initiatives and transformation programmes. /li /ul h3The Successful Applicant /h3 ul liBachelor's or master's degree in design, digital, marketing, business or a related field. /li liAround 3 years of relevant experience in customer experience, service design, digital product or consulting. Exposure to international or multi-market environments is a plus. /li liExperience contributing to customer journey or digital experience work, having been part of initiatives that moved from research through to delivery. /li liWorking knowledge of user research, journey mapping and design thinking, with familiarity with service design and human-centred design principles. /li liComfort working with data, using customer research, journey analytics and business metrics to frame problems and support recommendations. /li liBusiness awareness, with an interest in connecting CX work to tangible business outcomes and the ability to explain why an initiative matters to non-CX stakeholders. /li liFamiliarity with digital experience platforms (content management, CRM, customer data, analytics and experimentation tooling). Understanding what these capabilities enable matters more than expertise in any specific vendor product. /li liStrong collaboration and communication skills, able to work across departments (IT, marketing, local markets, business teams) and to explain complex topics clearly to both technical and non-technical audiences. /li liA pragmatic, solution-oriented mindset, comfortable in a fast-moving environment with shifting priorities and willing to work outside established processes when needed. /li liA learning mindset, keen to pick up new methods, tools and ways of working quickly. /li liFluent in English; other languages are an asset. /li /ul h3Nice To Have /h3 ul liExperience in insurance, financial services or another regulated industry. /li liFamiliarity with accessibility standards (WCAG) and inclusive design practices. /li liExposure to AI-enabled customer experience use cases. /li liExperience contributing to web or digital platform strategy work. /li /ul pQuote job ref: JN
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