Customer Experience Consultant
Overview
Coopers Group AG is seeking a Customer Experience Consultant for a client operating in the insurance sector in Zürich, Switzerland. This role operates in a dynamic international environment at the intersection of business, technology, and design. The selected professional will support the delivery of customer-centric solutions by translating customer needs into meaningful improvements across the entire customer journey.
What you do
The position involves analyzing customer needs, business data, and customer journeys to optimize touchpoints and identify opportunities for enhancement. Responsibilities include supporting the implementation of customer experience initiatives, translating strategic objectives into actions, and facilitating customer journey mapping activities, workshops, and research initiatives. The consultant will collaborate closely with UX and service designers, product teams, and technology partners to deliver digital solutions, contribute to digital experience strategies, and support the optimization of digital tools including CRM, analytics, and customer data platforms. Additional tasks involve building relationships with stakeholders across business, IT, marketing, and customer-focused functions.
Requirements
Applicants must hold a Bachelor’s or Master’s degree in Business Administration, Marketing, Digital Business, Design, or a related field, alongside roughly 3 years of professional experience in roles such as Customer Experience, Service Design, Digital Products, or Consulting. Candidates need background in customer journey, customer experience, or digital transformation initiatives, as well as familiarity with user research methods, design thinking, and journey mapping. Strong analytical abilities, comprehension of digital platforms and technologies, and fluency in English are required. Additional advantages include experience in regulated industries like insurance or finance, knowledge of accessibility standards, exposure to AI-enabled customer experience solutions, and additional language skills.