Customer Experience Innovation Lead

Zurich Insurance is searching for a CX Innovation Lead to serve in the Global Team of Customer Experience Innovation within Group Customer Office. 

This role bridges strategy and execution: you will contribute to co-shaping and operationalizing the CX Innovation vision while translating strategy into action within our business units. Working across regions and functions, you will inspire a customer‑first, data‑driven culture and lead the evolution of our omni‑channel experience. You will articulate and steward what innovation means, customer and business‑led, supported by technology enablers, and mobilize the organization to bring that vision to life. 

Success will be measured through clear growth, loyalty and efficiency metrics, and adoption of CX standards at scale.

What you will do

• Co-shape and operationalize the CX strategy in alignment with Zurich’s vision and objectives, articulating a clear point of view on what innovation means for our customers and our business.
• Partner with business units to build current‑to‑target experience roadmaps. Diagnose pain points, design target journeys and business cases (conversion, up‑/cross‑sell, retention, advocacy, Net Revenue Retention), enable execution through coaching and tooling, and measure impact against clear KPIs.
• Own the BU engagement cadence across Diagnose → Design → Enable → Measure ensuring consistent adoption of CX standards and principles across markets.
• Orchestrate enablers and interdependencies across digital platforms (DXP, CRM, CDP), data/analytics, experimentation, accessibility and AI. Convene a cross‑functional portfolio forum to broker trade‑offs and prioritise initiatives without being involved in day‑to‑day project management, prioritise platform backlogs from the business side and ensure GDPR/Consumer Duty and CX/AI guardrails (bias, transparency, hallucination monitoring).
• Collaborate with UX/UI designers, service design, product squads and technology teams to deliver innovative yet pragmatic solutions. Set and lead acceptance criteria and guardrails, and non-negotiables (accessibility, privacy, risk, then hand over to delivery teams (e.g. Global and local squads) for execution under CX standards.
• Co‑own CX principles, playbooks and governance with our design standards team. Focus on adoption and scalability of experience guidelines, not merely wireframes, and promote accessibility and empathy throughout, implementing customer‑first CX standards across the organization, championing deep user insights, accessibility best practices and a culture of experimentation.
• Leverage qualitative and quantitative data to refine personas, journeys and product‑market fit.
• Drive the business use of CRM systems to support targeted marketing, seamless journeys and omni‑channel engagement.
• Set Group SEO/AEO strategy and KPIs (including AI/LLM visibility) and partner with specialist teams for execution to increase visibility and authority in search engines and AI chatbots, and utilise web analytics and A/B testing to continuously enhance conversion rates, loyalty and user satisfaction.
• Build productive relationships with customer teams, IT, innovation, external partners and senior stakeholders to accelerate customer experience transformation initiatives, and extend standards and value cases to partner/broker (B2B2C) journeys, not only direct channels.

What you bring

• Bachelor’s or master’s degree in digital marketing, design, business or a related field.
  10+ years of progressive experience in customer experience, digital marketing or transformation roles, ideally in multi‑national organisations.
  Commercial fluency and business acumen, with the ability to link CX initiatives to tangible business outcomes, develop robust value cases and influence investment decisions. Experience partnering across markets/functions to orchestrate enterprise‑wide change, preferably within regulated industries.
• Demonstrated ability to lead cross‑functional teams and influence without authority. Strong program orchestration skills with experience driving adoption of standards and agile execution at scale.
• Proven track record of delivering large scale digital transformation and customer‑centric initiatives, including roadmaps, innovation programs and adoption of digital experience platforms.
• Exceptional skills in user research, design thinking and customer journey mapping, coupled with solid knowledge of service design and human‑centered design principles.
• Deep understanding of omnichannel marketing and experience strategy across digital and physical channels. Expertise in digital experience platforms (e.g. Sitecore, Adobe) and CRM/marketing automation systems (e.g. Salesforce, Microsoft Dynamics).
• Advanced knowledge of web analytics, SEO/AEO, experimentation and conversion optimization.
• Familiarity with LLM visibility metrics and AI‑driven enablers and accessibility standards is a plus.
• Excellent communication and storytelling skills, with the ability to translate complex concepts into actionable insights for technical and non‑technical audiences, and to influence senior stakeholders and BUs to adopt customer‑first practices.
• Fluent in English; other languages are an asset.

Additional Information

We look forward to receiving your online application. 

At our Quai Zurich Campus, our culture and our people are what set us apart. We thrive on face-to-face interactions that drive collaboration, nurture our unique culture, and amplify our success. Enjoy the best of both worlds with the flexibility to work up to two days remotely per week within Switzerland, allowing you to balance personal commitments while excelling in your career. Please discuss your flexibility needs with us during your interview.

Information for recruitment agencies

Zurich does not accept any applications from recruitment agencies for this position. We refuse any responsibility for unsolicited applications as well as any associated fees. 

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great! 
Join us as we constantly explore new ways to protect our customers and the planet.
 

• Location(s):  CH - Zürich 
• Remote working: Hybrid
• Schedule: Full Time
• Recruiter name: Mélina Carnal