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Senior Service Designer

  • Job
    Full-time
    Senior Level
  • Design
    Product
  • Barcelona

AI generated summary

  • You have 8+ years in CX and Service Design, strong stakeholder management, strategic thinking, analytical skills, and a proactive attitude. Knowledge of insurance and Customer Journey Management is a bonus.
  • You will drive end-to-end service design projects, coach teams, craft presentations, facilitate workshops, and support project members to deliver high-quality customer experiences.

Requirements

  • 8+ years of demonstrable experience envisioning, designing and delivering CX and Service Design projects in a variety of industries and/or settings.
  • A portfolio that showcases your great work, your ability to communicate a convincing story, and your skills to influence and engage with people from all seniority levels throughout the design process.
  • The ability to zoom into the operational details and out to the strategic view at any time and on a regular basis.
  • Strong stakeholder management and the confidence to present your ideas to senior stakeholders, up to C-suite.
  • Strong analytical and strategic thinking together with the ability to jump into action and get your hands dirty with your team as needed.
  • Entrepreneurial spirit, proactive attitude and great attention to detail.
  • Excellent English skills in expression, communication, presentation, and facilitation. Other languages are a bonus.
  • Knowledge of the insurance industry highly regarded.
  • Working knowledge of Customer Journey Management strategies and tools a huge plus.
  • Demonstrable knowledge experience using Behavioural Design for CX will put you ahead of the game.
  • You live in Spain or are willing to relocate from your current location to join Zurich Duo. Relocation package available.

Responsibilities

  • Develop end-to-end Customer Experience and Service Design projects including research, ideation, design, prototyping, testing and implementation support.
  • Design services and interactions based on relevant business, technical, and design considerations.
  • Provide CX and Service Design coaching to Business Unit teams in project settings and as needed.
  • Craft impactful presentations and deliver strong narratives that translate the project’s strategic approach into tangible, pragmatic, concrete outputs. Strong storytelling skills are a must have.
  • Plan, design, facilitate, and synthesize co-creation workshops.
  • Provide direction and support to project team members to collaboratively deliver high-quality results.

FAQs

What are the main responsibilities of the Senior Service Designer?

The Senior Service Designer will develop end-to-end Customer Experience and Service Design projects, design services and interactions, provide coaching to Business Unit teams, craft impactful presentations, plan and facilitate co-creation workshops, and support project team members to deliver high-quality results.

What qualifications are required for this position?

Candidates should have 8+ years of experience in CX and Service Design projects, a strong portfolio, stakeholder management skills, analytical and strategic thinking capabilities, and excellent English communication skills. Knowledge of the insurance industry and Customer Journey Management strategies is highly regarded.

Is knowledge of Behavioral Design for CX beneficial for this role?

Yes, demonstrable knowledge and experience using Behavioral Design for CX will give candidates an advantage in this role.

Does the company provide relocation support?

Yes, Zurich offers a relocation package for candidates willing to move to Spain.

What kind of work environment can one expect at Zurich?

Employees can expect a strong and stable work environment with a diverse and international team that challenges itself to improve customer-centricity while being part of a modern and forward-looking company.

Is there an opportunity for career growth in this position?

Yes, the role offers a platform to expand and execute the Global Customer Experience strategy, allowing for personal and professional growth within the dynamic team of Zurich Duo.

What is the location of the job?

The position is located in Barcelona, Spain, and access to a modern design studio in the city center is available for those who live or relocate there.

Can recruitment agencies submit applications for this position?

No, Zurich does not accept applications from recruitment agencies for this role and refuses any responsibility for unsolicited applications.

Finance
Industry
10,001+
Employees
1872
Founded Year

Mission & Purpose

Zurich Insurance Group, commonly known as Zurich, is a leading multinational insurance company headquartered in Switzerland with a strong global presence, including the UK. Their core business involves providing a wide range of insurance products and services to individuals, businesses, and institutions. Zurich's ultimate mission revolves around helping their customers understand and protect themselves from risks. They achieve this by offering various insurance solutions, including life insurance, property and casualty insurance, as well as pension and investment products. Zurich's purpose is to safeguard individuals and businesses against unforeseen events, ensuring financial security and peace of mind. They are committed to delivering excellent customer service, promoting sustainability and resilience, and making a positive impact on the communities they serve.