<aside> <img src="/icons/map-pin-alternate_green.svg" alt="/icons/map-pin-alternate_green.svg" width="40px" /> At Zurich Insurance, I worked as a senior service designer. Together with the team of 8 service design specialist and other CX teams, we worked on improving a CX mindset in the company and growing the user centric maturity.
We did this by a combination of being hands-on executing support, developing and facilitating training, and establishing a CX Community of Practice.
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Project Management | Customer Experience Design | Service Design | Personas | Journeys | Facilitation | Stakeholder management | Trainings | User-Centric Maturity |
A TEAM OF SERVICE DESIGNERS
A team of 8 CX experts and service designers, divided into two chapters (a Zurich and a Barcelona chapter).
I was a team member in the CX Design team, which together with CX Innovation and CX Capabilities formed the CX Team. The CX Team was again part of the Group Customer Office.
CUSTOMER CENTRIC DEPARTMENT
This whole department is focussed on better understanding and improving the global customer experience, and how to support national offices in doing so.
<aside> <img src="/icons/location_gray.svg" alt="/icons/location_gray.svg" width="40px" /> CX TRAINER
I joint the core team of the global CX Mastery trainings. I was mainly responsible of collecting feedback and learnings, implementing these in the form of changes to the training boards and the communication towards the other facilitators.
The training existed of three half days workshop, around 80 participants divided over 8 teams, faciitated by 8 facilitators and 8 co-pilots (1 pair per team).
I facilitated three training programs and was highly involved in the improvements between training cycles.
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<aside> <img src="/icons/location_gray.svg" alt="/icons/location_gray.svg" width="40px" /> SENIOR SERVICE DESIGNER
Support and execute hands-on service design projects with national offices.
From (re)defining the project scope, explore contexts, defining of journeys, personas, and other opportunties. Via defining future state journeys.
To exploring opportunities to reach the ‘TO-BE’ states, and translating these in concepts and service blue prints.
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<aside> <img src="/icons/location_gray.svg" alt="/icons/location_gray.svg" width="40px" /> MENTOR
I also collaborated with and supported two service design interns. As a mentor, I find it important to share ideas, trigger questions, and share learnings. But, to always emphasise, that there is not one solution, but multiple options and to guide juniors to find what works best for them.
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<aside> <img src="/icons/location_gray.svg" alt="/icons/location_gray.svg" width="40px" /> CX CHANGE FACILITATOR
My experience in change management became very relevant when it came to trainings, setting up a community, and in general supporting the company to become more customer centric. I supported the creation of change and cx-learning personas, and developed a community approach fit to different change types.
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TRAINING & DEVELOPMENT
Being part of the CX Mastery training program, taught me a lot about different methods and approaches when it comes to training and development.
I further developed my training skills, and became aware of how closely related these programs are to my previous experience in employee experience.
EMPLOYEE CENTRIC
It all comes back to being user centered - having the participants as the center of designing the actual training. But also, having the facilitators at the center when designing the everything around the actual training, like the supporting material, onboarding, facilitator trainings, etc.
MULTI-CULTURAL COLLABORATION
I’ve worked in many multi-cultural setups. In this CX team, I believe that the differences were extreme. I took a lot of exploration and reflection to understand the differences, influences, and how to manage these.
I explored several frameworks to explore cultural differences and the impact on working environments.
Already the awareness, and sharing my learnings, helped to improve the collaboration and communication.
The graph shows the estimation of the placement of country cultures on the Culture Map by Erin Meyer. Being from the Netherlands, according to the research of Erin Meyer, the most extreme differences can be found on the Communication, Leading, Deciding, ant Trusting scales.