Head of Customer Experience - Zurich Asuransi Indonesia — Zurich Insurance (sede Ticino)
- Location
- Lugano
- Contract
- full-time
- Posted
- Yesterday
Role overview
Job Summary
- Job Summary
- 8–12+ years of experience in Customer Experience, Customer Service, Operations, or related functions.
- Experience in customer journey mapping, VOC (Voice of Customer), and CX transformation initiatives.
Key requirements
- 8–12+ years of experience in Customer Experience, Customer Service, Operations, or related functions.
- Experience in customer journey mapping, VOC (Voice of Customer), and CX transformation initiatives.
- Strong analytical, strategic thinking, and stakeholder management skills.
- The role oversees how customer experience, brand marketing and customer insights work together in strong partnership.
Company and context
- 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 oversees how customer experience, brand marketing and customer insights work together in strong partnership.
- It includes setting objectives and KPIs to inform how market, competitor and customer insights should be leveraged to engage with customers in distinctive, compelling and relevant ways, which also develops and motivates members of the team.
- Delivering our desired customer experience and business outcomes relies on this role working across business functions and units to influence and ensure we are using the optimal sources and processes needed to build customer insight and track our performance.
- By deploying and communicating the Customer Insight vision to scale and optimize customer analytics, the role contributes to ensuring deeper insight into our customer portfolios, behaviors and needs—increasing customer personalization and share of wallet, and driving higher engagement and loyalty.
Additional details
- 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 Job Accountabilities Key Accountabilities
Notes and original content
- 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
- Job Accountabilities
- Key Accountabilities
Questions about this listing
What salary does Zurich Insurance (sede Ticino) offer for this role?
Zurich Insurance (sede Ticino) lists CHF 142'000 - 249'500 gross per year for this position in Lugano. This is the salary published in the original listing (or, when the employer omits a figure, a realistic estimate for the role and sector) — the calculator on this site converts it to your actual net take-home once cross-border tax and social contributions are applied.
Is this a full-time role, and what type of contract does Zurich Insurance (sede Ticino) offer?
This listing is a full-time position. The contract type shown here comes directly from the employer's original posting; always confirm exact hours, notice period and probation length with Zurich Insurance (sede Ticino) during the application process, since these details can vary by role even within the same contract category.
Do I need the G permit to apply for this role in Ticino as an Italian cross-border worker?
Yes, if you are resident in Italy within the 20 km border zone. The Swiss employer files the G-permit application at the Ticino cantonal migration office after the contract is signed — first issuance takes 2-6 weeks, then automatic yearly renewal for as long as the employment continues. Weekly return to your Italian home is required to keep the status.
How do I apply for this position at Zurich Insurance (sede Ticino)?
Use the "Apply now" button on this page — it links directly to Zurich Insurance (sede Ticino)'s original listing at careers.zurich.com, so your application goes straight to the employer's own applicant-tracking system. Frontaliere Ticino does not collect or forward applications itself.
