CX Innovation Consultant – Contract – Zurich

CX Innovation Consultant – Contract – Zurich

The opportunity

We are looking for a CX Innovation Consultant to join the Global Customer Experience Innovation Team within the Group Customer Office of a leading international insurance organisation.

This is an opportunity for a hands-on consultant who enjoys solving business problems, developing new ideas and turning strategy into practical improvements for customers and the business.

Working across international markets and functions, you will help identify opportunities to improve customer experiences, challenge existing processes and support the delivery of customer-centric initiatives. You will work closely with business stakeholders, customer teams and technology partners to develop recommendations and turn them into tangible outcomes.

We are particularly interested in candidates who combine structured strategic thinking with strong project delivery skills. You might come from a management consulting, business transformation, insurance, financial services, customer operations or digital experience background.

This is not a traditional PMO role. We are looking for someone who can think critically, take ownership and actively contribute to the development and implementation of solutions.

Key responsibilities

• Analyse customer insights, business data and existing processes to identify pain points, improvement opportunities and potential business benefits.

• Support the development and improvement of customer journeys, services and digital experiences across different markets and customer touchpoints.

• Structure complex business problems, develop recommendations and translate strategic priorities into actionable initiatives.

• Contribute to project planning, coordinate workstreams and support initiatives from initial discovery through to implementation.

• Work with business stakeholders, customer teams, designers, product teams and technology partners to develop and deliver practical solutions.

• Facilitate workshops, gather stakeholder input and communicate findings and recommendations to both business and technical audiences.

• Monitor progress and assess the impact of initiatives against relevant customer and business outcomes, including customer satisfaction, loyalty, growth, efficiency and adoption.

• Contribute to the evolution of digital customer experience capabilities, potentially including CRM, customer data, analytics, experimentation, accessibility and AI-enabled solutions.

Your background

• Approximately 3-5 years of relevant professional experience in management consulting, business transformation, customer experience, service design, digital product, insurance or a related field.

• Experience contributing to strategic projects, business improvement initiatives or customer-facing transformation programmes.

• Strong analytical and problem-solving skills, with the ability to structure ambiguous problems, evaluate options and develop clear, actionable recommendations.

• Experience taking initiatives from analysis and concept development through to implementation, rather than working exclusively in planning or governance.

• Strong stakeholder management and communication skills, with the ability to work across functions and international teams.

• A pragmatic, proactive approach and a willingness to take ownership of tasks and deliver tangible results.

• A bachelor’s or master’s degree in business, management, design, digital, marketing or a related discipline.

• Fluent English.

Additional experience that would be beneficial

• Experience in insurance, financial services or another regulated industry.

• Exposure to customer care, claims, distribution, service management or customer operations.

• Familiarity with customer journey mapping, design thinking, user research or service design.

• Experience with digital transformation, CRM, customer analytics or AI-enabled customer solutions.

• Experience working across international markets or complex stakeholder environments.

We are open to candidates from different professional backgrounds. Above all, we value structured thinking, commercial awareness, strong execution skills and the ability to turn ideas into meaningful improvements for customers and the business.

CX Innovation Consultant – Contract – Zurich