Customer Management & CRM Business Process Manager

Zurich Insurance
Zurich
Workplace: HybridFull timeFunction: Communications, PR & CommunitySkills: ["Analytical thinking","Structured approach","Solution-oriented","Communication","Teamwork"]

Own and continuously improve end-to-end customer management processes, ensuring they are customer-centric, efficient, and consistent across the customer journey. Create structured process documentation using BPMN, define target and “as-is/to-be” processes, and work with business architecture, customer experience, and IT developer teams to implement sustainable improvements. Lead cross-functional workshops to align on process understanding, customer needs, and goals, driving measurable gains in satisfaction, quality, and efficiency.

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FursaFursa
Zurich Insurance
Zurich Insurance
22 hours ago

Customer Management & CRM Business Process Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 minutes agoStatus: Live

Job Summary

Own and continuously improve end-to-end customer management processes, ensuring they are customer-centric, efficient, and consistent across the customer journey. Create structured process documentation using BPMN, define target and “as-is/to-be” processes, and work with business architecture, customer experience, and IT developer teams to implement sustainable improvements. Lead cross-functional workshops to align on process understanding, customer needs, and goals, driving measurable gains in satisfaction, quality, and efficiency.
Location: Zurich
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Continuously develop and optimize end-to-end customer management processes.
  • •Ensure processes along the customer journey are customer-centric, efficient, and consistent.
  • •Create structured process documentation using BPMN and identify optimization opportunities.
  • •Define target visions and target processes and support their implementation with business and IT teams.
  • •Moderate cross-functional workshops to align on process understanding, customer needs, and objectives.

Key Requirements

  • •Completed degree in Business Administration, Economics, Business Informatics, Business Engineering, or similar qualification.
  • •Several years of experience in process management or process optimization, ideally in a customer-oriented environment.
  • •Experience analyzing and modeling business processes using BPMN and creating target (Soll-) processes.
  • •Knowledge of customer journey management and understanding of CRM systems and digital customer processes.
  • •Analytical, structured, and solution-oriented working style with strong communication skills in German and English.
Experience:Customer experience
Education:
Skills:Analytical thinkingStructured approachSolution-orientedCommunicationTeamwork
Languages:GermanEnglish
Tech Stack:BPMNCRMCustomer journey managementDigital customer processes

Company Brief

Zurich Insurance
Zurich Insurance Group is a global insurance company offering a wide range of general insurance and life insurance products and services to individuals, small businesses and large corporations across multiple markets worldwide.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Zurich, Switzerland
Founded: 1872
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn