Customer Experience Manager

, IL, United States

** Customer Experience Manager**

80886 Zurich North America is looking for a Customer Experience Manager to work out of our North American Headquarters in Schaumburg, IL. In this role, the ideal candidate will be able to conduct user research with our customers and distributors to generate insights to inform the design and development of customer-centric experiences, solutions and digital capabilities.

Successful candidates will be able to champion Customer First ways of working by co-creating propositions and experiences with our customers and distributors. Using human-centered design and test solutions and digital capabilities to ensure that the needs of our customers and distributors are addressed throughout proposition developmentand use CX Standards to design experiences, which we bring to life in journey maps and service blueprints.

Through customer advocacy and training programs, we build core customer-focused capabilities across ZNA to empower the organization to deepen competency in areas that support customer capabilities and enable employees to work with a customer-centric mindset.

This Customer Experience Manager plays a critical role in the consistent delivery of exceptional customer and distributor experiences, including the ability to:

* Represent the voice of the customer to advance customer-led design and delivery that results in business value creation and progress on ZNAs customer-led journey

* Operationalize the Customer Experience delivery model to consistently create solutions based on customer insights, implemented via an agile way of working that facilitates rapid prototyping and development

* Build relationships, collaborate, and align with key stakeholders and project teams on future state customer experience vision; provide input into scrum team composition; support product owners in user story development and prioritization; work with UX/UI designers to ensure deliverables are consistent with workstream vision and at brand/system-level across solutions; and provide input into investment cases

* As a consultative business partner and CX/UX expert, provide fresh thought leadership and proactively identify opportunities to improve and enhance customer and distributor experiences that meet foundational and differentiating needs, solve problems, and facilitate process improvements

* Provide input on business needs and objectives for Discovery research to identify important customer experience opportunities and determine proof of value; collaborate with Customer Research and facilitate project team engagement throughout Discovery research

* Throughout Discovery, create empathic understanding of customers and distributors, and lead collaboration and co-creation workshops with key stakeholders and project teams to synthesize Discovery research insights into user personas, journey maps, solution ideas, future state service blueprints that reshape/improve interactions with customers and distributors, and showcase new solution concepts with initial visualization

* Ensure that the customer voice is present throughout Design and Development; in Design, throughout the entirety of experience delivery to ensure user flows, design concepts, and agile user stories are prioritized based on customer input; in Development, to ensure solutions deliver intended intentional experiences

* During Design and Development, lead, scope, and develop the strategy for UX evaluation and testing, conduct user evaluation and testing and deliver empathetic actionable insights, direction, and recommendations to ensure proof of market and impact

* Recommend KPIs/metrics to effectively assess improvements/new solutions

Basic Qualifications:

Bachelors Degree and 4 or more years of experience in the Strategic and Operational Consulting area

Preferred Qualifications:

* MBA or Masters Degree, including Marketing, Communications, Psychology, or Design

* Experience in CX, human-centered service design (design research, visualization, service prototyping), and agile approach

* Skills to uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design

* Experience in facilitating collaborative sessions/workshops, including remote

* Experience with design systems and UX/UI collaboration

* Strong influencing and problem-solving skills

* Experience in stakeholder management and engagement at all levels

* Strong verbal and written communications skills/storytelling skills

* Detail oriented

* Strong influencing and problem-solving skills

* Experience with user research and facilitation tools (e.g., UserZoom, Mural)

* Experience in and/or understanding of insurance, financial services, or other service industry

As a condition of employment at Zurich, employees must adhere to our COVID-related health and safety protocols (), including, without limitation, a requirement that employees attest as to their vaccination status with a YES/NO, and upload proof of vaccination status, or negative COVID test results when allowable, to a third-party vendor. These are continuously re-evaluated and the requirements may change at any time.

A future with Zurich

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. Today, Zurich North America is a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. We serve more than 25 industries, from agriculture to technology, and we insure 90% of the Fortune 500. Our growth strategy is not limited to our business. As an employer, we strive to provide ongoing career development opportunities, and we foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our colleagues, our customers and the communities we serve. Zurich maintains a comprehensive employee benefits package for employees as well as eligible dependents and competitive compensation. Please click to learn more.

As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers expectations. Zurich does not discriminate on the basis of age, race, ethnicity, color, religion, sex, sexual orientation, gender expression, national origin, disability, protected veteran status or any other legally protected status. EOE disability/vet

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.

Location(s): AM - Schaumburg

Remote Working: No

Schedule: Full Time

Linkedin Recruiter Tag: #LI-LB1

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