Customer Experience Consultant

This is a fully remote position, open to applicants in Switzerland.

📋 Description

• Evaluate customer requirements, customer journeys, and business metrics to pinpoint areas for enhancement and optimize crucial customer interactions.

• Assist in the creation and execution of customer experience projects, translating strategic goals into practical actions.

• Partner with business stakeholders to improve current customer journeys and devise customer-focused solutions.

• Lead activities related to customer journey mapping, workshops, and research initiatives, generating actionable insights from the results.

• Collaborate closely with UX/UI designers, service designers, product teams, and technology partners to deliver effective digital solutions.

• Contribute to digital experience strategies by engaging in customer research, stakeholder interactions, and future-state journey design.

• Aid in the adoption and optimization of customer experience platforms and digital tools, including CRM systems, analytics solutions, and customer data platforms.

• Foster strong relationships with stakeholders across business, IT, marketing, and customer-oriented departments.

⛳️ Requirements

• Approximately 3 years of professional experience in Customer Experience, Service Design, Digital Products, Consulting, or a similar role.

• Experience in a customer-facing role such as Customer Care, Service Management, Distribution, etc.

• Proficiency in customer journey, customer experience, or digital transformation projects, along with practical understanding from work experience.

• Familiarity with user research techniques, journey mapping, design thinking, and customer-centric design methodologies.

• Strong analytical capabilities with the skill to convert customer, market, and business insights into actionable recommendations.

• Knowledge of digital platforms and technologies like CRM systems, customer data solutions, analytics tools, and content management systems.

• Bachelor’s or Master’s degree in Business Administration, Marketing, Digital Business, Design, or a related discipline.

• Exceptional communication, presentation, and stakeholder management abilities.

• A proactive, solution-focused mindset with the capability to work efficiently in cross-functional and international teams.

• Fluent in English; knowledge of additional languages is a plus.

• Experience in the insurance, financial services, or another regulated sector.

• Understanding of accessibility standards (WCAG) and inclusive design principles.

• Exposure to AI-enhanced customer experience solutions.

• Background in contributing to digital platform or web strategy projects.

🏝️ Benefits

• Fixed-term employment contract.

• Remote work options available (worldwide).

• International work environment.