Customer Experience Consultant

<p>................</p><p>For our client from the Insurance sector in Zurich, we are looking for an experienced, motivated and open-minded <strong>Customer Experience Consultant</strong>. </p>Our client is looking for a motivated professional to help translate <strong>customer needs</strong> into <strong>meaningful improvements</strong> 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.<p><strong>Your Tasks:</strong></p><ul><li>Analyze customer needs, customer journeys, and business data to identify improvement opportunities and optimize key customer touchpoints</li><li>Support the development and implementation of customer experience initiatives and translate strategic objectives into actionable measures</li><li>Collaborate with business stakeholders to enhance existing customer journeys and design customer-centric solutions</li><li>Facilitate customer journey mapping activities, workshops, and research initiatives, deriving actionable recommendations from findings</li><li>Work closely with UX/UI designers, service designers, product teams, and technology partners to deliver digital solutions</li><li>Contribute to digital experience strategies through customer research, stakeholder engagement, and future-state journey design</li><li>Support the adoption and optimization of customer experience platforms and digital tools, including CRM, analytics, and customer data solutions</li><li>Build strong relationships with stakeholders across business, IT, marketing, and customer-focused functions<br><br></li></ul><p><strong>Your Profile:</strong></p><ul><li><strong>Around 3 years of professional experience in Customer Experience, Service Design, Digital Products, Consulting, or a comparable role</strong></li><li><strong>Work experience in a customer-facing function such as Customer Care, Service Management, Distribution etc.</strong></li><li><strong>Experience working on customer journey, customer experience, or digital transformation initiatives and understanding them from practial work experience</strong></li><li>Knowledge of user research methods, journey mapping, design thinking, and customer-centric design approaches</li><li>Strong analytical skills with the ability to translate customer, market, and business insights into practical recommendations</li><li>Understanding of digital platforms and technologies such as CRM systems, customer data platforms, analytics tools, and content management solutions</li><li>Bachelor’s or Master’s degree in Business Administration, Marketing, Digital Business, Design, or a related field</li><li>Excellent communication, presentation, and stakeholder management skills</li><li>Proactive, solution-oriented mindset with the ability to work effectively in cross-functional and international teams</li><li>Fluent English; additional language skills are considered an advantage</li></ul><p> </p><p><strong>Nice to Have</strong></p><ul><li>Experience within the insurance, financial services, or another regulated industry</li><li>Knowledge of accessibility standards (WCAG) and inclusive design principles</li><li>Exposure to AI-enabled customer experience solutions</li><li>Experience contributing to digital platform or web strategy initi