Global CX Experience Leader (Hybrid Zurich)

Michael Page; Zürich; Hybrid; CHF 90,000 - 150,000; Full time

Job summary

Prestigious international Insurance company is looking for a Customer Experience professional to translate the organisation's experience strategy into practical initiatives across regions. You will collaborate with business units, technology partners and customer teams to design and scale customer-centric improvements.

With around 3 years in CX, service design or digital consulting, you will shape journeys, measure outcomes, and promote best practices.

Qualifications

• Bachelor's or Master's degree in design, digital, marketing, business or a related field.
• 3 years of relevant experience in customer experience, service design, digital product or consulting.
• Exposure to international or multi-market environments is a plus.
• Experience contributing to customer journey or digital experience work, having been part of initiatives that moved from research through to delivery.
• Working knowledge of user research, journey mapping and design thinking.

Responsibilities

• Leverage customer research, journey analytics and business data to support the development of personas, customer journeys and experience improvement opportunities across key touchpoints.
• Partner 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.
• Support the execution of the organisation's customer experience strategy, translating strategic priorities into actionable initiatives and customer-focused improvements.
• Collaborate with UX/UI designers, service designers, product teams and technology partners to deliver customer-centric solutions aligned with defined customer experience standards.
• Contribute to the development of digital experience strategies through customer research, stakeholder engagement, workshops and the definition of future experience requirements, capabilities and success metrics.
• Support the coordination of customer experience capabilities across digital platforms, including CRM, analytics, experimentation and AI-driven solutions.

Skills

Customer Experience

Service Design

Digital Product

Stakeholder Management

User Research

Journey Mapping

Design Thinking

Data Analysis

Fluent English

Communication

Education

Bachelor's or Master's in Design/Digital/Business

Tools

CRM

Analytics

Experimentation

A/B Testing

Job description

Prestigious international Insurance company is looking for a Customer Experience professional to translate the organisation's experience strategy into practical initiatives across regions. You will collaborate with business units, technology partners and customer teams to design and scale customer-centric improvements.

With around 3 years in CX, service design or digital consulting, you will shape journeys, measure outcomes, and promote best practices.