Customer Experience (CX) Analyst

EPAM Systems, Inc.; Zürich; Hybrid; CHF 90.000 - 130.000; Vollzeit

Zusammenfassung

EPAM Systems, Inc. in Zurich, Switzerland, is seeking a Customer Experience Analyst to work in a hybrid mode with a leading banking client.

The role focuses on applying visual language, design principles, and research methods to craft experiences that resonate with customers and align with business goals. You will facilitate workshops, bridge design and business needs, and collaborate with product owners and cross-functional teams.

Qualifikationen

• Experience in a CX or design analyst role within a consultancy context.
• Strong capabilities in applying visual language and foundational design principles.
• Proven experience facilitating workshops with stakeholders and cross-functional teams.
• Solid knowledge of design research methods and practical application.
• Ability to tailor consultancy work to client needs, ideally in banking or financial services.
• Clear and confident communication skills for internal and client-facing interactions.

Aufgaben

• Collaborate daily with Product Owners and the team to ensure execution of craft-specific deliverables.
• Apply visual language and foundational design principles consistently across work products.
• Facilitate and lead workshops with stakeholders to align on design and experience direction.
• Conduct design research to uncover customer needs, pain points and improvement opportunities.
• Tailor consultancy and design methods to the needs of the banking client.
• Provide art direction to ensure visual consistency and quality standards.
• Plan, structure and manage workshop content and outcomes.
• Contribute craft-specific expertise to inform wider product and design decisions.

Kenntnisse

Visual language

Design principles

Workshop facilitation

Design research

Customer insights

Art direction

Workshop planning

Cross-functional collaboration

English fluency

Jobbeschreibung

We're looking for a Customer Experience Analyst to join our team in Zurich, Switzerland, in a hybrid working mode. In this role, you will support a leading banking client, collaborating closely with Product Owners and cross-functional teams to ensure clear planning and execution of experience design deliverables. You will combine strong skills in visual language application and foundational design principles with proven ability to facilitate workshops and conduct design research that uncovers meaningful customer insights. Acting as a bridge between design craft and business needs, you will help shape experiences that are both visually coherent and grounded in real customer understanding.This is an excellent opportunity to apply your design and research expertise in a structured banking environment, driving impactful customer experience outcomes in partnership with a global consultancy team.ResponsibilitiesCollaborate daily with Product Owners and the team to ensure execution of craft-specific deliverablesApply visual language and foundational design principles consistently across work productsFacilitate and lead workshops with stakeholders to align on design and experience directionConduct design research to uncover customer needs, pain points and improvement opportunitiesTailor consultancy and design methods to the needs of the banking clientProvide art direction to ensure visual consistency and quality standardsPlan, structure and manage workshop content and outcomesContribute craft-specific expertise to inform wider product and design decisionsRequirementsExperience in a CX or design analyst role within a consultancy contextStrong capabilities in applying visual language and foundational design principlesProven experience facilitating workshops with stakeholders and cross-functional teamsSolid knowledge of design research methods and practical applicationAbility to adapt consultancy work to specific client needs, ideally in banking or financial servicesStrong art direction skills with attention to visual quality and consistencyProven ability to manage workshop planning and executionStrong collaboration skills with daily exposure to product and multi-disciplinary teamsClear and confident communication skills for internal and client-facing interactionsProfessional fluency in EnglishWe offer5 weeks of vacationEPAM Employee Stock Purchase Plan (ESPP)Enhanced parental leaveExtended pension planDaily sickness allowance insuranceEmployee assistance programGlobal business travel medical and accident insuranceLearning and development opportunities including in-house training and coaching, professional certifications, and courses• Please note that any offers will be subject to appropriate background checks• We do not accept CVs from recruiting or staffing agencies• For this position, we are able to consider applications from the following:- Swiss nationals- EU/EFTA nationals- Third-country nationals based in Switzerland with an appropriate work permit- Displaced people from Ukraine who are currently in Switzerland and hold, or have already applied for, S permits