Customer Experience Manager (Hybrid; m/f/x/d; 80-100%)

Drive transformative customer experiences and apply cutting-edge behavioural insights to revolutionize how insurers engage with their clients. Join our dynamic In Force Solutions team where your expertise will directly impact how leading Life & Health insurers across EMEA optimize their business strategies and customer relationships.

About the Role

As our Customer Experience and Behavioural Economics Manager, you'll bridge the gap between data-driven insights and practical client solutions. You'll collaborate with insurers to implement innovative approaches that enhance customer engagement, drive retention, and optimize business outcomes through the application of behavioural science principles.

Key Responsibilities
•    Cross-functional collaboration, working closely with global and regional teams internally, leveraging insights from other markets to deliver best-in-class solutions that support the business in achieving challenging targets
•    Lead client engagements by designing and delivering customer experience strategies that address specific business challenges for our L&H clients
•    Apply behavioural economics principles to develop innovative solutions that influence customer decision-making and improve business outcomes
•    Present and pitch compelling value propositions to senior stakeholders and decision-makers at client organisations
•    Analyse customer journey processes and data to identify friction points and opportunities for enhancing customer outcomes
•    Collaborate with global teams to share best practices and leverage collective expertise in customer experience and behavioural economics
•    Design and implement experiments to test interventions and measure their impact on customer behaviour
•    Develop thought leadership content to position Swiss Re as an industry leader in customer experience and behavioural economics

You will be a key thought partner and challenger for the development of Swiss Re's offerings for our reinsurance clients.  Success in this role will be demonstrated through successful CX and BE interventions which lead to improved insurance outcomes, creating financial value for Swiss Re, our clients and their policyholders.

 
About the Team

In Force Solutions EMEA is a dynamic team focused on delivering Swiss Re's innovative In Force Solutions (IFS) to Life & Health insurers across the EMEA region. The team combines customer experience expertise with behavioural economics principles to help insurers optimize their existing business. You'll be supported by our global IFS and Behavioural Economics community, collaborating with experts across EMEA to deliver impactful solutions to clients.

About You

You're a customer-obsessed professional who combines analytical rigor with creative thinking. You thrive in client-facing roles and have a talent for translating complex concepts into compelling narratives that resonate with decision-makers. Your curiosity drives you to continuously explore new approaches to solving business challenges through the lens of human behaviour.

We are looking for candidates who meet these requirements:
•    Bachelor's degree or higher in a relevant field such as Psychology, Economics, Business, or Marketing, with demonstrable understanding of behavioural economics principles
•    Minimum 5 years of experience in customer experience design, consulting, or related fields with proven success in improving customer journeys and outcomes
•    Proven track record in client-facing roles, including pitching and delivering solutions to influence senior stakeholders and articulate complex concepts in accessible ways
•    Experience applying behavioural economics or psychology principles to business challenges, particularly in financial services or insurance
•    Proficiency in analysing customer data and translating insights into actionable recommendations
•    Languages:
o    Fluent in English (mandatory)
o    B2+ in German (mandatory)
o    French is a strong advantage; Spanish is a plus
•    Willingness to travel (within EMEA)

These are additional nice to haves:
•    Experience working with Life & Health insurers or in the broader insurance/financial services sector
•    Knowledge of experimental design and testing methodologies to validate behavioural interventions
•    Project management experience, particularly in client-facing consulting environments
•    Certifications in customer experience management, behavioural economics, or related disciplines
•    Experience with digital transformation initiatives focused on customer experience enhancement

For Switzerland, the base salary range for this position is between CHF 132'000 and CHF 198'000 (for a full-time role). The specific salary offered considers: 

•    the requirements, scope, complexity and responsibilities of the role,
•    the applicant's own profile including education/qualifications, expertise, specialisation, skills and experience.
 
In the situation where you do not meet all the requirements or you significantly exceed these, the offered salary may be below or above the advertised range.
 
In addition to your base salary, you may be eligible for additional rewards and benefits including an attractive performance-based bonus. 
Eligibility may vary depending on the terms of Swiss Re policies and your employment contract.