Customer Experience (CX) Executive

Zurich Insurance Group; Swindon; Hybrid; GBP 31,000 - 37,000; Part time

Job summary

A global insurance company is seeking a CX Executive to enhance customer experiences through innovative solutions. This hybrid role requires 2-3 years' experience in a customer-focused role. You will work collaboratively to drive positive change and improve the customer journey. A strong ability in communication and analytical skills is essential, along with a passion for customer experience. Competitive salary up to £37,000 plus benefits.

Benefits

12% defined non-contributory pension scheme

Annual company bonus

Private medical insurance

Qualifications

• 2-3 years’ experience in a customer-focused role.
• Ability to thrive in a fast-paced setting.
• Familiarity with customer experience methodologies.

Responsibilities

• Shape customer experiences that delight.
• Work closely with teams to deliver user-centered solutions.
• Lead customer experience projects across the business.

Skills

Customer-focused mindset

Strong written and oral communication

Analytical skills

Relationship building

Job description

Working hours: This role is available on a part-time, job-share or full-time basis.

Salary: Up to £37,000 depending on experience plus an excellent benefits package

Location: UK (London, Fareham, Farnborough or Swindon) – Hybrid

Closing date for applications: Friday 10th October 2025

Overview

Shape the Future of Customer Experience at Zurich

Are you passionate about making a real difference for customers? Do you want to be part of a team where your ideas are valued and your career can truly grow? At Zurich, our Customer Experience (CX) team is at the heart of delivering innovative, customer-focused solutions—and we’ve been recognised for our impact as CX Team of the Year at the UK Customer Experience Awards (UKCXA).

The opportunity:

As a CX Executive, you’ll have the chance to work on a range of projects that genuinely make a difference for our customers and intermediaries, helping to shape experiences that go beyond products and touch every part of the customer journey. Whether you’re facilitating workshops, analysing customer insights, or working with stakeholders across the business, you’ll be part of a team that’s committed to continuous improvement and innovation.

This is more than just a job—it’s an exciting opportunity to accelerate your career in customer experience, build your expertise, and play a key role in shaping Zurich’s future.

Why Join Us?

• Be part of a collaborative, forward-thinking team recognised for excellence.
• Help us design experiences that truly put our customers and intermediaries first.
• Enjoy opportunities to learn, grow, and drive change across Zurich.

Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time. Please talk to us at interview about the flexibility you may need.

What will you be doing?

• Put customer and intermediary needs at the heart of everything you do, shaping experiences that delight.
• Work closely with colleagues across disciplines to deliver user-centered solutions, using research and insight to inform every decision.
• Dive deep into customer and intermediary perspectives, drawing on data, research, and external trends to provide fresh insights.
• Support qualitative research and help facilitate workshops that spark innovation.
• Lead or contribute to customer experience projects, turning ideas into actions in partnership with the wider business.
• Bring the customer story to life at all levels—using presentations, reports, visual maps and animations to help Zurich truly hear and see our customers.

What are we looking for?

• Ideally have 2-3 years’ experience in a customer-focused role, with a passion for CX and a desire to build your expertise.
• Strong written and oral communication skills, with the ability to build strong relationships and influence stakeholders at all levels.
• Familiarity with customer experience methodologies and multi-channel digital environments.
• The ability to thrive in a fast-paced setting, managing multiple projects at once.
• Relentless energy and resilience to champion the customer and help drive positive cultural change.

You are…

A natural collaborator—analytical, articulate, and empathetic. You bring optimism, rigour, and energy to every challenge. You’re delivery-focused and committed to making a difference for our customers, our intermediaries and for Zurich.

Ready to grow with us?

Apply today and help us create a brighter future for our customers and intermediaries —together.

As an inclusive employer we want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You’ll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply.

What will you get in return?

Everyone’s different. That’s why at Zurich; we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our benefits include 12% defined non-contributory pension scheme, annual company bonus, private medical insurance and the option to buy up to an additional 20 days or sell some of your holiday.

Follow the link for more information about our benefits - Employee benefits | Working at Zurich Insurance UK

Who we are:

At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people and our planet.

With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry.

We’ve made a promise to each other and every employee; to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.

If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. Be part of something great.

Our Culture:

At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion, which we’ve won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic.

We’ve an environment that places a real importance on our people’s wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We’re also committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities.

We’re passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm,Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we’ve awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.

So, make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.