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. 

• 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
  
  

• 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

• 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