Job Detail

Adliswil, ZH, CH

Senior Customer Engagement & Change Manager 

About Swiss Re

The Swiss Re Group is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. It anticipates and manages risk – from natural catastrophes to climate change, from ageing populations to cybercrime. The aim of the Swiss Re Group is to enable society to thrive and progress, creating new opportunities and solutions for its clients. Headquartered in Zurich, Switzerland, where it was founded in 1863, the Swiss Re Group operates through a network of around 80 offices globally. It is organised into three Business Units, each with a distinct strategy and set of objectives contributing to the Group’s overall mission.

About the Role

Your main duties will be:

• Act as enabler and coach for CEDD and partners to successfully deliver projects and initiatives from a people side achieving high speed of adoption, ultimate utilisation and proficiency of new or changed solutions, may it be digital tools or processes.


• Provide hands-on, pragmatic change management services to projects and initiatives led by CEDD and its partners, including definition of change approach, stakeholder management, training concepts, design and delivery of training and change interventions.


• Drive strategic topics with strong cultural change and transformation components (e.g. Digital Transformation, Own the way you work) and promote cross-divisional collaboration across all hierarchy levels.


• Support creative ideation, problem solving and solution design through targeted interventions with professional workshop design and facilitation.


• Be a source of innovation with regards to behavioral change, people engagement and adoption, impactful communications.


• Actively build and contribute to an active change management community of practice across Swiss Re that provides the platform for exchange, mutual learning and development, thought leadership and best practice/methods in the area of change management.

About the Team

Customer Experience and Digital Delivery (CEDD) is mandated to shape and improve customer experience and drive the digital transformation within Group Operations and Group Functions, across divisions, services and touchpoints – beyond traditional silos. In addition, the unit delivers managed customer care services on behalf of Group Operations Divisions through multiple channels and acts as a single point of contact for customers through ContactOne (central portal and service desk) for all Group Operations services.

You will be part of the Customer Experience & Analytics team. It's a very young, dynamic team which is on the exciting journey to build up and act as a centre of expertise to design and manage customer experience across Group Operations. We generate customer insights to identify customer needs and reflect these by appropriate solution design and improvement measures that enhance our internal clients' satisfaction. The team plays an active role in building and shaping customer communities and ensure smooth customer communications via various channels. During solution design and implementation, we help Group Operations to successfully deliver projects not just from a functional or technical, but also from the people side and ensure all necessary activities to obtain buy-in, adoption, effective utilisation and proficiency of customers and service delivery units.

While most of your peers and many of your key stakeholders are based in Zurich (Switzerland), the team is composed of an international workforce based in different locations and serving a global customer basis.

About You

• Master's degree and 8 to 10 years working experience in a relevant field (e.g. change management, business transformation, management consulting, internal communications or organisational psychology)


• Successfully led and managed large-scale transformations or projects applying change management best practices


• Change management and project management certifications required


• Excellent communications and stakeholder management skills across all hierarchy levels, track record of resistance management and alliance building


• Outstanding skills in designing and facilitating workshops and trainings, applying excellent story-telling expertise and exceptional oral and visual presentation skills


• Track record in the mobilisation and management of communities of practice


• True team player, role model of inclusive collaboration, preference for networks over hierarchy


• Affinity to customer experience/ design thinking, agile methods and digital preferred


• International working experience preferred


• Native or business-fluent in both English and German, any other language considered as a plus

In addition to your CV, please provide in your application:

Cover letter answering the following questions:

• Why do I want this job?


• What qualifies me for this job?


• Why am I the right candidate?