Job Title: CX Innovation Consultant
Location: Zurich | 3 days in the office and 2 days at home
Duration: Contract with an immediate start to run for 12 months.
Budget: Up to 750 CHF per day (dependant on experience and hiring managers direction)
About the role
Our client is looking for a CX Innovation Consultant to join its Global Customer Experience Innovation Team within the Group Customer Office.
This is an exciting opportunity to help shape and improve customer experiences across an international organisation.
You will play a key role in translating customer experience (CX) strategy into practical initiatives that deliver meaningful improvements for customers and measurable business outcomes.
Working collaboratively with business units, customer teams and technology partners across multiple regions, you will help identify opportunities to enhance customer journeys, develop innovative solutions and embed customer-centric best practices across the organisation.
From customer research and journey mapping through to solution delivery and implementation, you will contribute to initiatives that drive growth, loyalty, efficiency and the adoption of consistent customer experience standards.
Key responsibilities
- Customer insight and journey analysis: Use customer research, journey analytics and business data to identify customer needs, understand pain points and uncover opportunities to improve key touchpoints.
- Customer journey optimisation: Work with business units to develop recommendations, support roadmap planning and track progress against agreed customer and business metrics.
- CX strategy implementation: Help translate strategic priorities into actionable initiatives and support the delivery of customer-focused improvements across the organisation.
- Solution design and delivery: Collaborate with UX/UI designers, service designers, product teams and technology partners to develop and deliver solutions aligned with customer experience standards.
- Digital and web strategy: Contribute to web strategy development through customer research, stakeholder engagement, workshops and the definition of future experience requirements and success measures.
- Digital platforms and capabilities: Support initiatives involving digital experience platforms (DXP), CRM, customer data platforms (CDP), analytics, experimentation, accessibility and AI-enabled capabilities.
- Stakeholder engagement: Build effective relationships across IT, marketing, local markets, business teams and external partners to support the successful delivery of CX initiatives and transformation programmes.
About you
- Around three years of relevant experience in customer experience, service design, digital product development or consulting.
- Experience contributing to customer journey or digital experience initiatives, ideally from initial research through to implementation.
- Working knowledge of user research, journey mapping and design thinking, with an understanding of service design and human-centred design principles.
- The ability to interpret customer insights, analytics and business metrics to identify problems and develop evidence-based recommendations.
- A commercial mindset, with an understanding of how customer experience improvements can support business objectives and the ability to communicate their value to non-specialist stakeholders.
- Familiarity with digital experience capabilities, including content management, CRM, customer data, analytics and experimentation tools.
- Strong communication and stakeholder management skills, with the ability to collaborate effectively across technical and non-technical teams.
- A pragmatic, adaptable approach, comfortable working in a fast-paced environment with evolving priorities.
- A proactive learning mindset and enthusiasm for exploring new methods, tools and ways of working.
- Fluency in English; additional languages would be an advantage.
Experience in international or multi-market environments would also be beneficial.
Desirable experience
- Experience in insurance, financial services or another regulated industry.
- Familiarity with web accessibility standards, including WCAG, and inclusive design practices.
- Exposure to AI-enabled customer experience solutions and use cases.
- Experience contributing to web strategy or digital platform transformation initiatives.
