Service Designer

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.