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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

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?