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Zurich NA Customer Experience Manager in Schaumburg, Illinois

Customer Experience Manager


Zurich North America is looking for a Customer Experience Manager. This position will work out of our North American Headquarters in Schaumburg, IL, and report to the Head of Customer Design & Delivery for Zurich North America.

In this role you will assist in organizational efforts to design and deliver superior experiences across the customer journey. Serve as an advocate for the customer, create a shared vision, inspire creativity, and create momentum around Zurich North America’s customer strategy, including:

  • Articulate foundational and differentiating customer experience(s) for prioritized customer segments

  • Identify capabilities, assets, and gaps to deliver differentiated experience across channels

  • Partner with the BUs/SSUs to design and deliver experiences that differentiate Zurich

  • Serve as the mouthpiece for Zurich North America’s customer strategy to ensure employees are engaged, empowered and believe in the company’s customer-led vision and strategy

You will collaborate closely with product managers, product designers, developers, and various other stakeholders to identify what will be most critical to the success of the customer journey redesign.Articulate and design customer experiences based on current and future needs that have yet to be expressed. As well as actively engage and motivate colleagues during Zurich North America’s journey to become customer-led. Lead cross-functional teams with multiple internal and external stakeholders to deliver tangible results.

Basic Qualifications:

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

Preferred Qualifications:

  • Familiar with customer experience tools

  • Experience planning, conducting, and communicating the findings from user research (qualitative and quantitative)

  • Prior experience in presenting business concepts, customer experience roadmap/plan, and technical solutions to senior leadership

  • Ability to create a ´win/win´ solutions through leadership, influence, facilitation and teamwork

  • Facilitation experience

Additional Information

Imagine working for a company that truly cares about their employees, customers, stakeholders, and communities they serve. Imagine working for a values-driven organization that has the ambition and desire to be the best global insurance provider in the world. Zurich is that place where 55,000 employees across approximately 200 countries and territories are all focused on helping people and helping companies protect what is truly most important to them. We are a values-driven organization that takes pride in the work that we do every day and we have the ambition to be the best global insurer in the world.

EOE disability/vets

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.

Primary Location: United States-Illinois-Schaumburg

Schedule Full-time

Travel Yes, 20 % of the Time

Relocation Available Yes

Job Posting 09/03/19

Unposting Date Ongoing

Req ID: 190005U1

It is the Policy of Zurich in North America, as an equal opportunity employer, to attract and retain the best-qualified individuals available, without regard to race/ethnicity, color, religion, gender expression, genetic information, national origin, sex, gender identity, sexual orientation, marital status, age, disability or protected veteran status.