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Digital CX Manager Fixed Term Contract Dublin/Wexford Hybrid

130764

Job Summary

Zurich Insurance Europe AG, Ireland Branch is looking for a Digital CX Manager to lead, optimise, and own the end to end digital customer journey across Zurich’s Direct & Partnerships channels, ensuring all digital touchpoints are frictionless, intuitive, and drive commercial impact.

This exciting new role will, as a primary focus, be responsible for designing and implementing the target digital customer experience landscape to implement a best-in-class digital journey, customer documentation, telephony and self-serve experience strategy.

This role may be available part-time or full time. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time.  Please talk to us at interview about the flexibility you may need.

Your Role

As a Digital CX Manager your main responsibilities will include, but not necessarily be limited to, the following:

Digital Journey Ownership

Own the full lifecycle of digital journeys across:

Quote, Buy, MTA, Renewal, Servicing
Customer Portal experience and adoption
Website experience, documentation, and customer signposting

Customer Experience (CX) Improvement & Governance

Implement and govern CX standards, including AccessibilitybyDesign (EAA)
Identify friction points, defects, and rootcause issues; maintain a single backlog across all digital channels
Lead signposting strategy across emails, docs, IVR, and website to drive customer selfserve
Shape and execute a CX Roadmap informed by TNPS, behavioural analytics, customer research, and internal feedback
Operate within and with knowledge of Consumer Protection Code and other relevant regulatory provision requirements

DataDriven Optimisation & Measurement

Use tools such as ContentSquare, Medallia, analytics dashboards, and behavioural insights to identify issues and opportunities.
Establish A/B testing across journeys to improve STP, conversion, retention, and customer satisfaction.
Monitor and report on KPIs: STP %, quotetobind, digital adoption, TNPS, dropoff points.

CrossFunctional Leadership

Partner with Zurich Digital, Pricing, Underwriting, Marketing, IT, and Ops teams to deliver coherent CX improvements.
Act as the business product owner in crossteam squads, ensuring customercentric decisions.
Collaborate with propositional, pricing, and retention colleagues to embed offers and incentives into digital journeys.

Propositions Development

While the primary remit is Digital CX, the role may expand to:

Design loyalty, incentive, and multipolicy benefit propositions.
Work with marketing and pricing to launch, test, and measure performance of new propositions.

Vendor & Platform Management

Liaise with technology platform partners to exploit their capabilities to their fullest potential
Ensure quality delivery, prioritised work sequencing, and consistent UI/UX across channels.
Benchmark Zurich against market best practices and competitor digital journeys

Your Skills & Experience

Essential

Proven digital product ownership experience (preferably insurance or financial services).
Deep understanding of CX and UX/UI principles, heuristic evaluation, accessibility standards, and digital experience design.
Experience delivering improvements across multiplatform digital ecosystems (web, app, CRM/portal).
Strong commercial acumen in proposition design, customer incentives, and digital funnel optimisation.
Experience using TNPS, customer insights, analytics, and CX behaviour tools (e.g., ContentSquare, Medallia).
Ability to manage complex stakeholder environments and drive collaborative outcomes.
Datadriven decision maker with experience in A/B testing, customer segmentation, funnel analysis.
Knowledge of CPC and other relevant regulatory requirements for digital consumer protection

Desirable

Understanding of underwriting journeys, quoting engines, and operational constraints.
Experience in voiceofcustomer (VOC), journey analytics, or digital transformation initiatives (aligned with external CX roles that emphasise omnichannel transformation and digital product leadership).
Exposure to agile delivery methods and crossplatform product teams.

Key Competencies

Customerobsessed mindset with strong problemsolving skills.
Excellent communication, able to operate comfortably with senior stakeholders.
Ability to translate technical constraints into customercentred design decisions.
Strategic thinker with capacity to deliver rapid, iterative improvements.

Value Creation

Reduced call volume through improved selfserve, defect reduction, and better digital signposting
Increased STP, quotetobind conversion, and renewal completion online.
Simplified journeys across fragmented digital touchpoints.
Stronger retention and acquisition through improved user experience and targets propositions.
A more coherent digital ecosystem enabling scalable growth.
Improvement in Customer Satisfaction scores driven by digital adoption

Additional Information

Primary work location is Dublin/Wexford based but occasional travel may be required to other Zurich locations.

If you value an exciting and varied working environment and meet the above requirements, then our recruiter is looking forward to receiving your application by clicking on the button “Apply online”.

Who we are

Zurich is one of Ireland's leading insurance companies providing a wide range of general insurance and life insurance products and services. The company employs over 1,000 people across its locations in Dublin and Wexford.

Zurich is a strong brand – with our 53,000 employees worldwide form the basis of our success, helping our customers in 210 countries and territories to understand and protect themselves from risk. In order to deliver our services, we offer our employees flexible working models and interesting opportunities for further training & development. As a Zurich employee you benefit from a multitude of advantages as well as a strong culture, characterized by acceptance, diversity and team spirit.