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. 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:

Bachelor’s or Master’s degree in Business Administration, Marketing, Digital Business, Design, or a related field

Around 3 years of professional experience in Customer Experience, Service Design, Digital Products, Consulting, or a comparable role

Experience working on customer journey, customer experience, or digital transformation initiatives

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

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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