CX Service Designer

Zurich 56 Company Ltd; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

A leading global insurance company is seeking an experienced CX Service Designer in Kuala Lumpur. The role involves shaping seamless customer journeys and fostering a customer-centric culture across the organization. The ideal candidate will have over 12 years of experience in service design and a strong ability to collaborate across teams. This position offers opportunities for professional growth and a vibrant work culture.

Qualifications

• 12+ years of experience in service design or customer experience roles.
• Experience mapping and improving customer journeys.
• Strong facilitation and collaboration skills.

Responsibilities

• Drive the development of CX strategies and initiatives.
• Design and optimize customer journeys.
• Collaborate with teams to create solutions.

Skills

Service Design

Customer Experience

Collaboration

Communication

Training Development

Education

Bachelor’s or Master’s degree in Service Design, Business, Marketing, or related field

Tools

Journey Mapping

Persona Development

Service Blueprints

Job description

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CX Service Designer

129382

The Opportunity:

We’re looking for a forward-thinking and passionate CX Service Designer to shape seamless customer journeys and driving a customer-centricity culture across the organization. The role will directly contribute to removing friction, enhancing engagement and loyalty, and fostering a customer-centric culture throughout the organization.

Key Responsibilities:

• Drive the development and implementation of relevant CX strategies and initiatives (e.g., Tone of Voice, CX standards) across the organization
• Design, map and optimize end-to-end customer journeys to remove frictions and elevate overall customer experiences
• Collaborate with stakeholders and customers to co-create solutions and improvement opportunities, ensuring service design principles are consistently applied
• Develop and deliver training programs to embed CX mindsets, tools and practices within the organization
• Build capabilities across teams to adopt customer-centric design thinking approaches
• Research, analyse and keep abreast with latest developments in CX and UX to ensure Zurich is delivering excellence for its customers and stakeholders.
• Establish robust frameworks, playbooks and guidelines for consistent service design practices

Your Skills and Experience:

• Bachelor’s or Master’s degree in Service Design, Business, Marketing, Human-Centered Design, or a related field.
• 12+ years of experience with a majority of it in service design, customer experience, or related roles.
• Demonstrated experience in mapping and improving customer journeys and implementing CX strategies.
• Strong facilitation and collaboration skills, with the ability to engage and influence cross-functional teams.
• Excellent communication and presentation skills, with experience designing and delivering training.
• Proficiency in service design methodologies and tools (e.g., journey mapping, persona development, service blueprints).
• Experience working with customer insights and analytics teams is an advantage.
• Passion for customer-centricity and continuous improvement.

You are the heart & soul of Zurich!

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.

Let’s continue to grow together!