Customer Experience Consultant

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For our client from the Insurance sector in Zurich, we are looking for an experienced, motivated and open-minded Customer Experience Consultant.

Our client is looking for a motivated professional to help translate customer needs into meaningful improvements across the customer journey. In this role, you will work at the intersection of business, technology, and design, supporting the delivery of customer-centric solutions in a dynamic international environment. Ideally you have had professional experience within a customer-facing function or business consulting background and/or insurance business experience.

Your Tasks:

• Analyze customer needs, customer journeys, and business data to identify improvement opportunities and optimize key customer touchpoints
• Support the development and implementation of customer experience initiatives and translate strategic objectives into actionable measures
• Collaborate with business stakeholders to enhance existing customer journeys and design customer-centric solutions
• Facilitate customer journey mapping activities, workshops, and research initiatives, deriving actionable recommendations from findings
• Work closely with UX/UI designers, service designers, product teams, and technology partners to deliver digital solutions
• Contribute to digital experience strategies through customer research, stakeholder engagement, and future-state journey design
• Support the adoption and optimization of customer experience platforms and digital tools, including CRM, analytics, and customer data solutions
• Build strong relationships with stakeholders across business, IT, marketing, and customer-focused functions
  
  

Your Profile:

• Around 3 years of professional experience in Customer Experience, Service Design, Digital Products, Consulting, or a comparable role
• Work experience in a customer-facing function such as Customer Care, Service Management, Distribution etc.
• Experience working on customer journey, customer experience, or digital transformation initiatives and understanding them from practial work experience
• Knowledge of user research methods, journey mapping, design thinking, and customer-centric design approaches
• Strong analytical skills with the ability to translate customer, market, and business insights into practical recommendations
• Understanding of digital platforms and technologies such as CRM systems, customer data platforms, analytics tools, and content management solutions
• Bachelor’s or Master’s degree in Business Administration, Marketing, Digital Business, Design, or a related field
• Excellent communication, presentation, and stakeholder management skills
• Proactive, solution-oriented mindset with the ability to work effectively in cross-functional and international teams
• Fluent English; additional language skills are considered an advantage

Nice to Have

• Experience within the insurance, financial services, or another regulated industry
• Knowledge of accessibility standards (WCAG) and inclusive design principles
• Exposure to AI-enabled customer experience solutions
• Experience contributing to digital platform or web strategy initiatives

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