CX Designer

A new adventure awaits… 

How does 5 weeks leave per year, an impactful career that you’ll truly love, and working for a great organisation that empowers wellbeing sound like to you?

At Zurich we’re on a journey towards a brighter future… A brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers and the planet.

This exciting adventure will drive positive impact. So, if you want to be part of a values led organisation, that is a leader in the insurance industry with a track record of making a real difference and continuously taking steps toward a sustainable future for our people, customers, communities, and our planet…read on! 

Let’s create a brighter future together, let’s make a difference  

Work is something you do, not only somewhere you go. The way we work continues to evolve and at Zurich we are committed to creating ways of working that ensure you are helping to create a brighter future. It’s important to know, what you do matters.

A fantastic opportunity exists as a CX Designer, reporting to our Head of Design.

Using a human-centred design approach, you will be responsible for designing & supporting the implementation of exceptional experiences for our customers, partners, advisers, brokers, and staff across the Zurich business. 

You will work in multidisciplinary teams as the champion of the customer voice, driving deep understanding of our customers and partners for insight-led decisioning on solutions that meet their needs. As a key member of the CX chapter you will work with other CX and UX designers along with the Head of Design to hone your technical design craft and contribute to a culture of continuous learning and best practice development in design methodologies. This includes liaising with our regional and global CX communities across Zurich.

Key responsibilities include:

• Understand customer needs and business requirements to redesign and optimise priority experiences and processes in a fast-paced, agile-at-scale environment
• Discovery research, including the planning, facilitation, and analysis of primary qualitative and quantitative design research
• Journey mapping and service blueprint development
• Strategic foresight and future-state journey design
• Facilitate design workshops across the design process
• Develop and conduct experiments and prototype testing of digital experiences, features, and propositions to validate and de-risk designs
• Create high-level wireframes and user flows in Figma, working with developers to support the implementation of design concepts
• Setting clear KPIs and metrics to measure and track success – driving action off the back of these data points
• Advocate for HCD methodology and uplift the design understanding and capability of squad members and non-design stakeholders
• Ensure the wellbeing of team members and proactively work to identify and manage workplace exposures which may precipitate workplace stress, bullying, harassment, and discrimination.

Important to your success

• 5+ years’ experience in CX, Strategic Design, Service Design or Human-Centred Design roles
• A customer-led mindset and the ability to move quickly from insight to action
• Strong working knowledge of design process and methodology, with the ability to effectively define, plan and prioritise design work to be done
• Excellent communication skills and the ability to effectively engage non-design stakeholders
• A curiosity for new technologies and emerging digital experience trends that drives you to be at the forefront of new innovations and best practices
• UX/ Digital Product design experience and working knowledge of UX/UI best practices for web design with strong skills in wireframing and progressing from low fidelity prototypes to full fidelity UI prototypes for development teams is preferred.

Belong. Zurich is here to support you 

There are so many reasons why Zurich is a great place to be, but here are just a few:

5 weeks leave per year for permanent staff through our new Z leave initiative, 15 days personal/carer’s leave (empowering our people to manage their own wellbeing); Grow, and thrive in your career (we support and encourage it) with award winning training programs; Work with global, diverse, and inclusive teams; Explore your passions, fuel innovation, drive equity, collaborate and make a positive difference beyond your role; Access programs to stay healthy and feel healthier, AUD$500 annual wellbeing payment, AUD$295 new starter e-voucher for your WFH set up (flex work - hybrid working), and other great benefits through our Shine portal; Access to Family Care (parental leave); Volunteer; Work in our state-of-the-art Green Star rated offices (when you are in the office); and dress for your day. We also plant a tree for every new employee – one of many local initiatives driving our contribution to ambitious global sustainability targets…

…We could go on, but the main point is that Zurich is a great place to be, where you can truly belong and thrive. 

Zurich is an equal opportunity employer.  We are committed to ensuring that our recruitment process is fair and accessible for all candidates. If you require any special accommodations to participate in our recruitment process, we encourage you to please let us know at the time of your application.  

So, if you want to come on an adventure that will build a brighter future together, and feel a sense of togetherness, then please apply today to start your adventure!