Job Detail

Adliswil, ZH, CH

Customer Experience Specialist 

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:

• Problem solver: Independently monitor and review customer satisfaction and feedback with regards to Group Operations solutions. Translate customer perception and service performance data into improvement initiatives and trigger appropriate action.


• CX designer & consultant: Contribute to driven projects and initiatives, representing the customer perspective and demonstrating the value of CX. You are responsible for delivering customer insights, creating and testing prototypes, applying your expertise along a structured process (e.g. Design Thinking, Human Centred Design).


• Metrics fan: Work across the CX ecosystem to define, agree and roll out customer metrics and KPIs. Support change management activities to drive the transparency of these KPIs, to be reviewed and actioned by the respective Group Operations leadership teams.


• Networker: Build and manage relations with customers as well as CX communities across Group Operations.


• Transformer: Support cultural change to embed customer-centricity in the DNA of all Group Operations service delivery units.

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 young and 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 customers' satisfaction. The team plays an active role in building and shaping customer communities and ensures smooth customer communications via various channels. The team extensively collaborates with other units within CEDD (e.g. Solution Design & Delivery or Solution Operations), our partners divisions and our internal customers.

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

You are a curious individual who wants to find out what customers worry about and help improve the customer experience of internal customers with Group Operations services. You ensure the voice of customer is captured and the right conclusions are drawn. You help our partner divisions to convert business needs and customer insights into outstanding experiences for our internal customers.

You…

• Have at least 3 years working experience in customer service, customer analytics, feedback management or relevant position within a marketing or customer service department, ideally in financial services or telecommunications.


• Are great in ideation and can think big while you are also very structured and self-organised person that knows how to tackle problems in a structured manner.


• Have project management experience, a certification would be a plus.


• Have a degree or equivalent education in Business, Marketing, Communications, IT or Social
  Sciences.


• Are familiar with managing and refining customer journeys and processes.


• Are able to communicate concepts and information in a compelling, concise, and creative way.


• Are a black belt in PowerPoint and Excel.


• Have an outstanding customer focus, are highly result oriented and can navigate ambiguity.


• Are a critical thinker and can challenge people without alienating them. With your strong interpersonal skills, people consult and engage with you because you add value.


• Are fluent in English, any other language is 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?