Customer Experience (CX) Analyst
We're looking for a Customer Experience Analyst to join our team in Zurich, Switzerland, in a hybrid working mode. In this role, you will support a leading banking client, collaborating closely with Product Owners and cross-functional teams to ensure clear planning and execution of experience design deliverables. You will combine strong skills in visual language application and foundational design principles with proven ability to facilitate workshops and conduct design research that uncovers meaningful customer insights. Acting as a bridge between design craft and business needs, you will help shape experiences that are both visually coherent and grounded in real customer understanding.
This is an excellent opportunity to apply your design and research expertise in a structured banking environment, driving impactful customer experience outcomes in partnership with a global consultancy team.
Responsibilities
- Collaborate daily with Product Owners and the team to ensure execution of craft-specific deliverables
- Apply visual language and foundational design principles consistently across work products
- Facilitate and lead workshops with stakeholders to align on design and experience direction
- Conduct design research to uncover customer needs, pain points and improvement opportunities
- Tailor consultancy and design methods to the needs of the banking client
- Provide art direction to ensure visual consistency and quality standards
- Plan, structure and manage workshop content and outcomes
- Contribute craft-specific expertise to inform wider product and design decisions
Requirements
- Experience in a CX or design analyst role within a consultancy context
- Strong capabilities in applying visual language and foundational design principles
- Proven experience facilitating workshops with stakeholders and cross-functional teams
- Solid knowledge of design research methods and practical application
- Ability to adapt consultancy work to specific client needs, ideally in banking or financial services
- Strong art direction skills with attention to visual quality and consistency
- Proven ability to manage workshop planning and execution
- Strong collaboration skills with daily exposure to product and multi-disciplinary teams
- Clear and confident communication skills for internal and client-facing interactions
- Professional fluency in English
