Digital Customer Experience Specialist

2 weeks ago

Dallas, United States Zurich Insurance Group Full time

Dentro del rea de Customer Office, se requiere una persona que se ocupe de gestionar y desarrollar la experiencia digital de los clientes y el ciclo de vida digital de seguros (auto, hogar, empresas y vida), as como integrar la experiencia de los clientes entre los diferentes canales de distribucin de Zurich, incluido mediacin.

Sus principales funciones sern las de:

* Definicin, conceptualizacin, implementacin y gestin de la experiencia digital de los clientes actuales y potenciales de Zurich.

* Evolucionar la actual propuesta digital y definir, desarrollar y gestionar la operativa del rea personal de los clientes Zurich tanto en web como en app.

* Identificar las mejoras en procesos operativos para la digitalizacin.

* Priorizacin y definicin de las nuevas funcionalidades a incorporar en el canal digital.

* Gestin de proyectos de mejora con equipos de trabajo multidisciplinares y distintos stakeholders.

* Anlisis de datos (web, app, encuestas, reviews), seguimiento y realizacin de propuestas de mejora/acciones correctoras. Definicin con los equipos de anlisis de kpis y generacin de dashboards para el seguimiento de los mismos.

* Ejecucin de pruebas de verificacin y aprobacin de puestas en produccin de desarrollos.

* Formacin universitaria en ADE (Administracion y Direccin de Empresas)/Econmicas, Ingeniera, Marketing Digital o similar.

* Mster en Customer Experience, Digital Customer Experience o similar

* Nivel alto de ingls

* Ms de 4 aos de experiencia previa requerida gestionando proyectos de experiencia de cliente digital, experiencia de usuario y diseo de producto digital con metodologa agile y tambin waterfall.

* Experiencia en proyectos con un alto volumen de trabajo de conceptualizacin, diseo de interaccin y diseo visual.

* Experiencia en la definicin de historias de usuario y en la realizacin de pruebas de calidad y aceptacin de las mismas.

* Experiencia facilitando y guiando reuniones, talleres y discusiones grupales, permitiendo que otros colaboren de manera ms efectiva, superen barreras y logren objetivos comunes y hagan avanzar proyectos.

* Conocimiento detallado de avances tecnolgicos aportado desde la digitalizacin para la interaccin con clientes.

* Capacidad de anlisis de mtricas del canal digital.

* Recomendable experiencia en sector asegurador/financiero.

* Visin estratgica y alta orientacin al cliente.

* Actitud proactiva.

* Competencias creativas / Habilidad para pensar fuera de la caja.

* Persona emptica, analtica con alta sensibilidad para detectar necesidades/puntos de dolor de los clientes/causas raz y capacidad de sntesis.

* Capacidad para comprender conceptos complejos, ser creativo e influir en mltiples procesos funcionales y departamentales.

**Por ser de Zurich**

En Zurich queremos cuidar de ti y estos son algunos de tus beneficios:

* Flexwork: 20 horas semanales para trabajar donde y cuando quieras (actualmente 100% remoto)

* Bono oficina en casa

* Actividades deportivas: descuentos en gimnasios, inscripciones en carreras

* Paquete de productos Zurich: plan de pensiones y seguro de vida

* Clases de ingls

* Retribucin flexible

* Tarjeta restaurante

* Ofertas especiales en productos aseguradores y bancarios

**Quienes somos**

Nuestros cerca de 55.000 empleados en ms de 215 pases y territorios son la base de nuestro xito. Son ellos quienes permiten que las empresas y las comunidades se puedan enfrentar a un mundo de riesgos con confianza. Imagina si pudieras ayudar a las personas a hacer esto en todo el mundo. Les daras confianza y tranquilidad protegiendo lo que ms aman. Es un gran desafo, pero contars con el apoyo de un gran equipo internacional que est dispuesto a ayudarte para que puedas alcanzar tu mximo potencial y as cumplir con nuestras promesas.

***Zurich, 14 aos consecutivos como Top Employer***

Zurich Insurance tiene y aplica una poltica de igualdad de oportunidades de empleo. Nuestro objetivo es atraer y retener los mejores profesionales sin discriminar por discapacidad, raza, nacionalidad, religin, gnero, orientacin sexual o edad.

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