About this role
Job title: Head of Customer Experience
Job Summary
Drive a customer-centric culture across the organization making customer understanding and customer insight the starting point to every customer initiative and new proposition.
Job Qualifications
Required: 8–12+ years of experience in Customer Experience, Customer Service, Operations, or related functions. Minimum 3–5 years in a leadership role managing large customer-facing teams. Experience in customer journey mapping, VOC (Voice of Customer), and CX transformation initiatives. Strong analytical, strategic thinking, and stakeholder management skills.
Job Accountabilities - Key Accountabilities
This role designs and develops plans to integrate the customer insight function into strategic thinking and influence decision-making across Zurich. The role overse