Senior Service Designer

About the job

Zurich is at the forefront of transforming customer experiences and fostering a culture that prioritizes customer-centricity, agility, and innovation. To bring this vision to life across all markets, we established Zurich Duo, our dedicated in-house agency that collaborates with global teams and Business Units worldwide to drive this exciting transformation.

As a key member of our CX Design team, the successful candidate will be a vital contributor to expanding and executing the Global Customer Experience strategy worldwide. You will play a pivotal role in working closely with Business Units to understand their unique needs, design tailored solutions and support their implementation in alignment with their capacity and cultural context.

What you will do

As a Senior Service Designer, you will provide CX Design consulting and hands-on design services to global teams and business units. You will act as the senior member of a project team, shaping the project’s development and deliverables, and providing guidance to other team members. You will ensure that all projects you work on conclude with a strong implementation plan that responds to the strategic frameworks initially proposed and consistently aligns with the global CX strategy.

Your responsibilities will include:

• Develop end-to-end Customer Experience and Service Design projects including research, ideation, design, prototyping, testing and implementation support.
• Design services and interactions based on relevant business, technical, and design considerations.
• Provide CX and Service Design coaching to Business Unit teams in project settings and as needed.
• Craft impactful presentations and deliver strong narratives that translate the project’s strategic approach into tangible, pragmatic, concrete outputs. Strong storytelling skills are a must have.
• Plan, design, facilitate, and synthesize co-creation workshops.
• Provide direction and support to project team members to collaboratively deliver high-quality results.

What you bring

• 8+ years of demonstrable experience envisioning, designing and delivering CX and Service Design projects in a variety of industries and/or settings.
• A portfolio that showcases your great work, your ability to communicate a convincing story, and your skills to influence and engage with people from all seniority levels throughout the design process.
• The ability to zoom into the operational details and out to the strategic view at any time and on a regular basis.
• Strong stakeholder management and the confidence to present your ideas to senior stakeholders, up to C-suite.
• Strong analytical and strategic thinking together with the ability to jump into action and get your hands dirty with your team as needed.
• Entrepreneurial spirit, proactive attitude and great attention to detail.
• Excellent English skills in expression, communication, presentation, and facilitation. Other languages are a bonus.
• Knowledge of the insurance industry highly regarded.
• Working knowledge of Customer Journey Management strategies and tools a huge plus.
• Demonstrable knowledge experience using Behavioural Design for CX will put you ahead of the game.
• You live in Spain or are willing to relocate from your current location to join Zurich Duo. Relocation package available.