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Are you driven by a passion to make life better for customers? Would you like to join a growing international team with global reach in elevating customer experience in a highly successful organisation with a proud legacy and strong future?
We are seeking a curious, ambitious, and confident senior service designer / CX designer to join us in the Global Experience Design Team based in Zurich, Switzerland.
Zurich is revolutionising the way in which we deliver customer experiences and the overall culture across the group to one which is more customer-centric, agile, and closer to lean start-up. The CX & Innovation team in the Group Customer Office is expanding, working with regional and country operations around the world to drive this transformation.
The successful candidate will act as a pioneer in using, and helping others use, human-centred design thinking in the company. They will lead by example, developing and evangelising the mindset.
What you will do
As a Senior Service Designer / CX Designer, you’ll help establish the service design and CX practice by helping build and grow teams, processes, and tools within our company around the Globe. You will develop toolkits, educate and coach, and facilitate knowledge sharing, and participate in the service design practice and delivery on a project level.
This is your opportunity to evolve a design culture as both a discipline and a practice on the scale of a global enterprise. Your responsibilities will include:
Create opportunities to solve business challenges through design
Help foster and actively participate in our global community of customer experience practitioners
Define processes which market organisations can apply to embed customer understanding, human-centred and service design, prototyping and experimentation
Develop toolkits and CX design methodologies for use by business units
Aid in the creation of training materials for use within the company and actively train teams in service design
Train business units in the application of human-centred design
Coach and mentor junior and mid-weight designers, both in our team and across the organisation in the craft of human-centred design
Facilitate workshops, co-creation, ideation, and other collaborative sessions
Lead and undertake design activities in service design projects ranging from research to ideation, prototyping and testing
What you will bring
6+ years of demonstrable experience applying design thinking in service design projects
A portfolio that showcases your great work in service design (design research, business design, service prototyping) and your ability to communicate a story
Creative problem-solving skills
A track record of designing and facilitating design workshops
Experience in design research and analysis
Experience with service prototypes and lean start-up methods
Proficiency in tools that create, prototype, communicate, and test service design
A passion for human-centred design training
The capability and desire to work with and inspire others, sharing the challenges and the rewards
The ability to zoom into the operational details and out to the strategic view at any time
Applied knowledge of agile process methodologies
Strong stakeholder management and engagement
The confidence to present your ideas and concepts to senior stakeholders, up to C-suite
A desire to continuously improve your craft and share it with others
Proactive attitude, great attention to detail
Ability to think laterally, analytically and quickly
‘Here to help’ attitude, who absolutely, fundamentally believing that we’re better together
Excellent English skills in expression, communication, presentation, and facilitation. Other languages are a bonus
Knowledge of the insurance industry highly regarded
What we Offer
An international, diverse team of lovely and fun people who challenge themselves and others to always do better by Zurich’s customers
An exciting, sometimes daunting, challenge to transform a diverse, global enterprise to true customer-centricity in all aspects
Work location is Zurich, and of course your home some of the time
A strong and stable as well as modern and forward-looking company with a strong vision and drive to build meaningful relationships with its customers
Additional Information
We look forward to receiving your online application.
Zurich wants to attract the best talent and we acknowledge that talents might not always be available full-time. At Zurich we will consider requests for flexible working. Many of our employees work flexibly in a variety of ways. Please talk to us during the interview about the flexibility you may need.
Explore our new Quai Zurich Campus
Information for recruitment agencies
Zurich does not accept any applications from recruitment agencies for this position. We refuse any responsibility for unsolicited applications as well as any associated fees.
Why 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 are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great!
Join us as we constantly explore new ways to protect our customers and the planet.
Location(s): CH - Zürich
Remote working: Hybrid
Schedule: Full Time or Part Time
Recruiter name: Parkinson Christopher
