Zurich Insurance

Customer Experience Manager — fixed-term

Zurich Insurance

full-time

Posted on:

Location Type: Office

Location: Cologne • Germany

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About the role

  • In this role at our Cologne office you will design our end-to-end Customer Journeys and ensure that customers feel understood and well looked after at every touchpoint
  • With strong commitment you will continuously optimize all stages of the customer journey — from onboarding to long-term retention
  • As a central interface you will coordinate CX projects and ensure they measurably improve both customer satisfaction and our business KPIs
  • By analyzing data, customer feedback and qualitative insights you will derive concrete measures to further develop our Customer Experience
  • With innovative ideas you will introduce modern CX methods such as personalization, automation and AI-supported journeys into our system landscape and provide new impetus for our team

Requirements

  • Degree in Business, Business Informatics (Information Systems), Marketing or a related field
  • Proven track record in designing and implementing Customer Journeys or in developing customer processes within an agile environment
  • Strong analytical skills and a solid understanding of data and KPI interpretation
  • Excellent communication skills, empathy and the ability to align stakeholders and drive solutions together
  • Proactive, structured way of working and enjoyment in taking ownership of topics
  • Good command of English
Benefits
  • Flexible working arrangements to enable an optimal balance between on-site and remote work
  • Extensive training and learning opportunities to stay up to date and support individual development
  • Support for your career planning from potential analysis through to individual development measures
  • A modern, open and transparent working environment that fosters creativity and cross-team collaboration
  • From on-site group fitness to virtual mindfulness training at home: our diverse health offerings support a healthy work–life balance
  • Bike leasing, discounted Deutschlandticket and other great benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Journey designCustomer Experience optimizationData analysisKPI interpretationAgile methodologyPersonalizationAutomationAI-supported journeys
Soft Skills
Analytical skillsCommunication skillsEmpathyStakeholder alignmentProactive workingStructured workingOwnership
Certifications
Degree in BusinessDegree in Business InformaticsDegree in Marketing