Customer Engagement & Change Specialist

About the team

Customer Experience and Digital Delivery (CEDD) is mandated to shape and improve Customer Experience and drive the Digital Transformation within Group Operations, across divisions, services and touchpoints – beyond traditional silos. In addition, the unit delivers managed Customer Care services on behalf of Group Operations Divisions through multiple channels and acts as a single point of contact for customers through ContactOne (central Portal and Service Desk) for all Group Operations services.

You will be part of the Customer Experience & Analytics team. It's a young and dynamic team which is on the exciting journey of building up and acting as centre of expertise to design and manage positive customer experiences across Group Operations. Based on feedback and other data points, we generate customer insights to help our Partners identify customer needs and reflect these by appropriate solution design and improvement measures that enhance our internal clients' satisfaction. The team also plays an active role in building and shaping customer communities and ensures smooth customer communications via various channels (push and pull). The team extensively collaborates with other units within CEDD (e.g. Self-Service Solutions, Design & Delivery or Operations) and directly interacts with representatives/SMEs from our Partners as well as with internal customers.

While most of your peers and many of your key stakeholders are based in Zurich (Switzerland), the team is composed of an international workforce based in different locations and serving a global customer base.

About the role

We are looking for a passionate change manager, compelling storyteller and creative brain to join our young and dynamic team. You bring a breadth of knowledge and experience in providing communications and customer engagement advice across all levels of business. You are a self-starter with lots of drive and positive energy to go the extra mile.

In this role you:
- Develop storylines and content for internal communications, workshops and events, as well as for leadership presentations.
- Develop change management strategies, communications and trainings to create awareness, raise adoption and reinforce key change messages for group-wide projects.
- Plan, create, edit, proofread and publish engaging, easy-to-understand content for internal customers on our service portal intranet and other digital touchpoints.
. Consult Partners and topic experts within Group Operations during the communication creation using best practices and style guidelines (tone of voice and visual brand) to uphold high quality standards.
- Establish and maintain great relationships with Partners and topic experts across Group Operations and manage communities of practice to share knowledge and build up capabilities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Minimum base salary for this job from 1500 EUR gross/month/full time. Our offer to you may be higher based on your skills and experience and will include additional rewards and benefits.We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional competencies, qualifications and experience in our compensation package and/or when offering you other positions. Our compensation philosophy is to pay fairly, also considering market situation and the value employees may bring to Swiss Re.

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