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(Senior) Service Designer / CX Designer, based in Zurich, 80%-100%


Are you driven by a passion to make life better for customers? Would you like to join a growing international team with global reach in elevating customer experience in a highly successful organisation with a proud legacy and strong future?


We are seeking a curious, ambitious, and confident (senior) service designer / CX designer to join us in the Global Experience Design Team based in Zurich, Switzerland.

Zurich is revolutionising the way in which we deliver customer experiences and the overall culture across the group to one which is more customer-centric, agile, and closer to lean start-up. The CX & Innovation team in the Group Customer Office is expanding, working with regional and country operations around the world to drive this transformation.


The successful candidate will act as a pioneer in using human-centred design thinking in the company, leading by example, developing and evangelising the mindset.


What you will do


As a (Senior) Service Designer / CX Designer, you’ll participate in the service design practice and delivery on a project level, but you will also help establish processes, develop toolkits, educate and coach, and facilitate knowledge sharing within our company around the globe.


This is your opportunity to evolve a design culture as both a discipline and a practice on the scale of a global enterprise. Your responsibilities will include:


  • Create opportunities to solve business challenges through design
  • Lead and undertake design activities in service design projects ranging from research to ideation, prototyping and testing
  • Help foster and actively participate in our global community of customer experience practitioners
  • Define processes which market organisations can apply to embed customer understanding, human-centred and service design, prototyping and experimentation
  • Develop toolkits and CX design methodologies for use by business units
  • Aid in the creation of training materials for use within the company and actively train teams in service design
  • Train business units in the application of human-centred design
  • Coach and mentor junior and mid-weight designers, both in our team and across the organisation in the craft of human-centred design
  • Facilitate workshops, co-creation, ideation, and other collaborative sessions


What you will bring


  • 3+ years (6+ years for Senior) of demonstrable experience applying design thinking in service design projects
  • A portfolio that showcases your great work in service design (design research, business design, service prototyping) and your ability to communicate a story
  • Creative problem-solving skills
  • A track record of designing and facilitating design workshops
  • Experience in design research and analysis
  • Experience with service prototypes and lean start-up methods
  • Proficiency in tools that create, prototype, communicate, and test service design
  • A passion for human-centred design training
  • The capability and desire to work with and inspire others, sharing the challenges and the rewards
  • The ability to zoom into the operational details and out to the strategic view at any time
  • Applied knowledge of agile process methodologies
  • Strong stakeholder management and engagement
  • The confidence to present your ideas and concepts to senior stakeholders, up to C-suite
  • A desire to continuously improve your craft and share it with others
  • Proactive attitude, great attention to detail   
  • Ability to think laterally, analytically and quickly 
  • ‘Here to help’ attitude, who absolutely, fundamentally believing that we’re better together 
  • Excellent English skills in expression, communication, presentation, and facilitation. Other languages are a bonus
  • Knowledge of the insurance industry highly regarded


What we Offer


  • An international, diverse team of lovely and fun people who challenge themselves and others to always do better by Zurich’s customers
  • An exciting, sometimes daunting, challenge to transform a diverse, global enterprise to true customer-centricity in all aspects
  • Work location is Zurich, and of course your home some of the time
  • A strong and stable as well as modern and forward-looking company with a strong vision and drive to build meaningful relationships with its customers


Are you interested in working for a company that values its people and puts its customers and employees at the heart of everything we do? Are you looking for growth opportunities beyond simply a career? Then Zurich could be just the place for you!


Our people are the heart & soul of Zurich. Together we are committed to delivering on our purpose - Let’s Create a Brighter Future Together! 

Our ambition is to become one of the most responsible and impactful businesses in the world. To get there we hire and develop the best talent available. With Zurich, you can expect to work on challenges that will help you grow and to collaborate with a diverse and inclusive global team. 

People are Zurich’s most important asset. Their varied skills, perspectives and experiences drive innovation. And they reflect the breadth and diversity of our customers, suppliers, communities and investors around the world. We are committed to attracting and retaining talented individuals from a variety of backgrounds and experiences. Zurich does not discriminate based on race, ethnicity, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. 



  • Location(s):  CH - Zürich, IT - Milan, NL - Den Haag, NL - Remote Work, UK - London 
  • Remote working: No
  • Schedule:
  • Recruiter name: Christopher Parkinson
  • Closing date:

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