Customer Management & CRM Business Process Manager — Zurich Insurance (sede Ticino)

Full description

Are you interested in the design and continuous development of customer-centered processes? Are you excited about the opportunity to actively design and continuously develop customer-oriented end-to-end processes? In this way, you make a significant contribution to customer satisfaction and efficiency.

In this exciting role, you take on the responsibility for the analysis, documentation and further development of our end-to-end processes in customer management. You ensure that customer processes are designed to be efficient, customer-oriented and sustainable and make a significant contribution to the further development of our customer journeys and the CRM landscape.

As an interface between departments, customer experience, business architecture and CRM, you support the further development of our end-to-end customer processes and promote successful cross-divisional cooperation. Through structured process documentation, you identify optimization potentials, derive suitable improvement measures together with the specialist areas and translate them into sustainable solutions with the IT development teams.

Find out here why Zurich Switzerland is one of the "Top 3" employers in Switzerland. Become part of it and apply as a Business Process Manager.

What you do

• You are responsible for the continuous development and optimization of end-to-end customer processes in customer management.
• You ensure that processes along the customer journey are customer-oriented, efficient and consistent.
• You create structured process documentation using BPMN and identify optimization potential to increase customer satisfaction, quality and efficiency.
• You define target images and target processes and accompany their implementation in close cooperation with the specialist areas, business architecture and IT teams.
• You will moderate cross-divisional workshops and ensure a common understanding of processes, customer needs and objectives.

What you bring

• Completed studies in business administration, business informatics, business engineering or a comparable qualification and several years of experience in process management or process optimization, ideally in a customer-oriented environment
• Experience in the analysis and modeling of business processes by means of BPMN as well as in the development of target processes
• Knowledge of customer journey management and understanding of CRM systems and digital customer processes.
• Analytical, structured and solution-oriented working methods with strong communication skills and enjoy making processes simpler, more efficient and customer-oriented for our customers
• Team players with excellent communication skills in German and English

Your contact

Talent Acquisition Consultant: Marco Stettler (+41 44 628 31 62)

Additional information

Part-time or full-time: 80 - 100%

Place of work: Zurich, Oerlikon

Hybrids working: up to 40%

#LI-Hybrid

We look forward to your online application – even without an application letter. You are welcome to convince us of your motivation during a personal meeting.

Who we are

Zurich is a strong brand – more than 1.4 million Swiss customers rely on our products and services. The basis of our success is our 53,000 employees worldwide, who help our customers in 210 countries and territories to better understand and protect themselves against their risks. In order to provide daily performance, we offer our employees flexible working models and interesting training opportunities. As a Zurich employee, you benefit from a multitude of advantages and a strong culture characterized by acceptance, diversity and team orientation.

At Zurich, we cultivate a culture of diversity and inclusion. Our goals and values are designed to protect our employees, promote trust and help them reach their full potential. We stand for justice and equality among our employees, regardless of gender, gender identity, sexual orientation, origin, ethnicity, religion, etc. The acquisition of our talents and the recruitment processes reflect this commitment in everyday life. Join us and become part of this culture.

Why has Zurich been successful for more than 150 years? See here and become part of it.

Information for recruiters

Zurich does not accept unsolicited applications from recruiters for this position. Therefore, recruiters do not submit applicant documents to our employees or via our online career portal. We reject any responsibility for unsolicited applications and any fees and thank you for your understanding.