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ARCHIVEDInsuranceFull Time

Service Designer

Zurich Insurance

Zurich Insurance

◆Job X-Ray?This information was automatically extracted from the job description. If you notice inaccuracies, please report them below.Senior
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  • LocationMalaysia flagKuala Lumpur, Malaysia
  • RemoteNo
  • Work Styleonsite
  • SenioritySenior
  • Experience12+ years
  • TypeFull Time
  • SalaryUnspecified
  • IndustryInsurance
  • Departmentcustomer experience
  • Posted25w ago
  • ExpiresJune 5, 2026
Skills
service designdesign thinkingcustomer experiencejourney mappingservice blueprintpersonasstakeholder managementcontinuous improvementco-design
Cross-Functional Partners
customer servicedata science

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.