UX Lead

Description

Job Summary: We are seeking a UX Lead / UX Strategist to define and lead the company's UX strategy, ensuring customer-centered design through close collaboration with Marketing and leveraging AI. Key Highlights: 1. Lead UX strategy and customer experience. 2. Strategic collaboration with Marketing. 3. Application of Artificial Intelligence in UX. **At \#ZCC We are looking for a:** **UX Lead / UX Strategist – Customer Experience, Marketing, and AI** Define and lead the company's **UX strategy**, ensuring all products, services, and digital channels are designed with a customer focus, in close collaboration with **Marketing** and other key areas, leveraging **Artificial Intelligence (AI)** to make better decisions and accelerate design work. Key Responsibilities * **UX Strategy** + Define and maintain the **UX vision and roadmap**, aligned with business strategy. + Establish company-wide UX principles, standards, and best practices. + Ensure consistent experience across all products and channels (web, app, portals, etc.). * **Collaboration with Marketing** + Work hand-in-hand with **Marketing** to align brand, content, and digital experience. + Support campaign initiatives, landing pages, and digital journeys, ensuring focus on conversion and customer satisfaction. + Participate in defining and optimizing end-to-end customer journeys. * **AI Use in UX** + Utilize **AI tools** (e.g., text assistants, design proposal generation, feedback analysis) to: - create and refine content, prototypes, and flows, - analyze customer feedback and behavioral data, - improve efficiency of research and design processes. + Identify and propose AI use cases applied to UX (personalization, testing, dynamic content, etc.). * **Customer-Centered Design** + Foster a **customer-centric** culture across product, technology, and business teams. + Lead or coordinate **research** activities (interviews, usability tests, surveys, data analysis). + Translate customer insights into clear UX requirements and concrete improvements to products and services. * **Transformation Projects** + Actively participate in **digital / business transformation projects**, ensuring customer voice and experience design are present from inception. + Collaborate with product, IT, and business teams on high-impact initiatives (new platforms, channel modernization, etc.). + Define experience KPIs (NPS, CSAT, task success, etc.) and track continuous improvement. * **Governance and Evangelism** + Create and maintain **guidelines, design systems**, and component libraries. + Provide coaching and mentoring to other designers and teams on UX topics. + Promote adoption of design methodologies (Design Thinking, Lean UX, etc.). Job Requirements **Education and Experience** * Degree in Design, UX, Human-Computer Interaction, Communication, Marketing, Engineering, or related field. * Solid experience (ideally **5+ years**) in **UX roles** (UX Lead, Senior UX Designer, UX Strategist, or similar). * Proven experience in **transformation projects** (digital, channel, process, or business). * Experience in service sectors, preferably financial/insurance (not mandatory). **Technical Knowledge and Skills** * Proficiency in UX/UI design tools (Figma, Sketch, Adobe XD, or others). * Experience in **research** (qualitative and quantitative) and user testing. * Knowledge of **design systems** and design guidelines. * Regular use of **AI tools** in daily work (for ideation, content, prototyping, analysis, etc.). * Ability to work with metrics and data (analytics, heatmaps, A/B testing). **Personal Competencies** * Strong customer orientation and end-to-end experience focus. * Strategic and abstract thinking ability, coupled with hands-on execution when required. * Communication and storytelling skills to align stakeholders. * Collaborative work capability with Marketing, Product, IT, and other areas. * Mindset of continuous learning and openness to new tools (especially AI). **Who we are** Looking for a challenging and inspiring work environment where you can make a difference? At Zurich millions of individuals and businesses place their trust in our products and services every day. Our 53,000 employees worldwide form the basis of our success, enabling businesses and communities to face a world of risk with confidence. Imagine if you could help people do this all over the world. You’d give them confidence and reassurance by protecting what they love most. It’s a big challenge, but you will be supported by a world-class team who believe in helping you to reach your full potential and deliver on our promises. So be challenged. Be inspired. Help us make a difference. At Zurich we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age, or disability**Who we are** Looking for a challenging and inspiring work environment where you can make a difference? At Zurich millions of individuals and businesses place their trust in our products and services every day. Our 53,000 employees worldwide form the basis of our success, enabling businesses and communities to face a world of risk with confidence. Imagine if you could help people do this all over the world. You’d give them confidence and reassurance by protecting what they love most. It’s a big challenge, but you will be supported by a world-class team who believe in helping you to reach your full potential and deliver on our promises. So be challenged. Be inspired. Help us make a difference. At Zurich we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age, or disability