Zurich Insurance is on an exciting journey to become a truly customer led organization.

Zurich-s Group Customer Office is playing a pivotal role on that journey and is involved in a broad range of activities - working with all our regions and markets across the globe to shape the customer agenda.

To support this effort, we are looking for a passionate, data-driven, and innovative insights expert to join our Customer, Market & Brand Insights team. This role is paramount in evaluating our brand health and customer experience through our continuous Global Brand tracking study and Relationship NPS studies that inform decision making across 20+ markets and at every level of the business.  These fundamental studies enable us to diagnose brand perceptions and deep dive into the customer experience (CX) shaping future strategies and improving how we deliver against customer needs. Working closely with local markets, as well as regional management and other Group functions, this role will include planning, delivery and evolving these tools to ensure data-based insights are generated to influence business decisions and actions.  As the volume and volume and complexity of data grows, we-re evolving how we work - embracing AI tools to accelerate data processing and transform how insight is presented to the business.  Our intention is to spend less time on production and more time on interpretation, implementation and communication that drives action.  

Reporting to the Head of Global Brand Tracking & NPS, the candidate-s key responsibilities will focus on consistently delivering these important insights platforms, so they evolve with the business needs and drive change.  

What you will do

• Act as customer champion, raising awareness, providing guidance and training to the organization on key dimensions and insights of our program to drive actions.
• Take ownership of the two continuous global studies and ad hoc retail RNPS studies ensuring smooth project management and delivery of robust and relevant data and KPIs into the business.
• Apply AI and emerging technology to insight work to increase efficiency in data processing, synthesis and reporting, enabling shaper focus on interpretation, narrative and business implication.  
• Define, evolve and conduct global studies, coordinating between multitude of markets and partnering with the respective agency.
• Analyze feedback, derive insight, report and present to stakeholders across the organization, including senior management at global, regional and local level.
• Drive the combination of data sources to strengthen relevance to decision making and impact on performance e.g. correlation analysis linking customer experience with financials.
• Ensure programs are technically strong and appropriate from questionnaire development, sample, weighting rules, and data uploads building confidence in the tool-s robustness.
• Translate analytic insights into concrete actionable recommendations, drawing conclusions for business improvement and influencing strategy effectively, including workshop facilitation.
• Maintain and promote our data hosting platform to democratize insights across the business.
• Manage external research agencies and budgets.
• Input support to Senior Insight Manager in identifying, communicating and activating insights.
• Keep up with best practice in the field and transfer relevant topics into Zurich-s programs.

Work location is Zurich with travel potentially required up to 10% 

What you bring

• Bachelor-s or master-s degree (e.g., in business studies/administration, research, data science, psychology, behaviour science, customer or change management), 5+ years of experience in managing insights to actions programs.
• Expertise in managing customer research as part of an in-house customer insight team or as part of a consulting practice, ideally coupled with solid expertise in NPS and/or brand tracking methodology.
• A curiosity and experience exploring or applying AI tools in a research/insight context (e.g. verbatim analysis, automated reporting, cross market synthesis).
• Passionate and curious about data analysis & identifying insights to facilitate action planning.
• Program management and coordination skills to build and drive studies across 19+ markets including managing study preparation and execution (e.g. study set up and design, sampling strategy definition, execution, reporting), driving alignment between markets and ensuring global study framework is applied and adhered to.
• Ability to work with larger sets of data (Excel, SPSS) to provide additional/ad-hoc analysis (creating cuts of data based on different stakeholder requirements in addition to agency results packs).
• Experience in working with markets across the globe as well as ability to build and manage relationships across different cultural clusters.
• Strong analytical, (insights) writing/communications as well as workshop facilitation skills.
• Ability to guide virtual teams, e.g., establish and run global VOC community.
• Solid knowledge of insurance market, operations, products and services.
• Working language is primarily English. 

You belong here. 

Imagine working in one of the world-s most sustainable workplaces. At Quai Zurich Campus, you-ll enjoy an environment designed to help you thrive, with benefits that support your well-being and impact, and opportunities to perform at your best, surrounded by top talent and supportive colleagues.  

You-ll have access to healthy food options, fitness facilities, and bright, collaborative spaces that spark creativity. Located in the heart of Zurich on the shores of Lake Zurich, the campus offers excellent public transportation links, making your commute simple. 

Grow with us through access to learning resources, on-the-job development, and continuous empowerment and support. Be part of a team that is creating a brighter future together. 

About Us 

Zurich is a leading multi-line insurer, serving over 82million customers in more than 200 countries and territories with more than 65,000 employees.

For over 150 years, Zurich has been transforming insurance - offering not just protection, but also prevention services that promote well-being and climate resilience.

Guided by our purpose to -create a brighter future together,- we aim to be one of the most responsible and impactful businesses in the world. 

We look forward to receiving your online application today!

Information for recruitment agencies

Zurich does not accept any applications from recruitment agencies for this position. We refuse any responsibility for unsolicited applications, as well as any associated fees.

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We are an equal opportunity employer who knows that each employee is unique - that-s what makes our team so great! 
Join us as we constantly explore new ways to protect our customers and the planet.
 

• Location(s):  CH - Zürich 
• Remote working: No
• Schedule: Full Time
• Recruiter name: Mélina Carnal