Service Designer

About the role

As a Chapter Member of the Service Design & Adoption Chapter you work in one of the products in the Customer Service area. Your goal will be ensuring and continuously increasing the effectiveness of service design and capabilities within Customer Service.

Within the squad you contribute to a squad’s scrum events and effectiveness by working on the product backlog. Building on the priorities set by the responsible Product Owner, you align with the rest of the squad to decide on how to implement user stories. You will be fully responsible for the tasks you have assigned to yourself and for applying your technical expertise and experience with the aim of maximizing the value created for the product’s stakeholder.

•    As a team member you will liaise with other team members to convert business goals/needs into services and relevant customer journeys that lead to the expected business needs and outcomes.
•    Support configuration , maintenance and design of all components relating to Customer Service (e.g. CX, knowledge, content, promotion, change, service delivery).
•    Support with design services, leveraging state-of-the-art CX techniques and considering all design aspects such as UX, process efficiency, stakeholder requirements, architecture, and standards.
•     Support the scope definitions of the Customer Service by collaborating with the different stakeholders and service providers.
•    Drive community management through change and promotion activities such as content creation on internal collaboration platforms.
•    Through your passion for the product, you seek to improve its value for the product’s customer and seek out potential new customers.

About the team

The Service Design & Adoption chapter is located within the Customer Service unit in the Group Digital & Technology department of SwissRe and provides outstanding and efficient customer care services through multiple channels and acts as a single point of contact for customers. Boosted by AI and digital self-service we are a hardworking and passionate team which continuously works on improving our agile practices and fostering talent in an agile digital world.

The Channel Intelligence product provides value by automating support queries and by identifying the most suitable experts for escalation to humans. Your area of responsibility will include:
•    Agent workspace: automating incoming support questions and providing the UI to triage tickets in the most effective way by human agents.
•    Client Contact Centre: maintaining and improving a solution to identify the best human expert for answering the contact request on all channels (phone, email, tickets, virtual agent)
•    Automated triaging: maintaining and improving our artificial intelligence solution to increase the share of tickets, that are routed directly to best suited experts by analyzing report and identifying next actions e.g. configuring the thresholds.

ContactOne is the one place to go for SwissRe employees and SwissRe clients which makes it quick and easy to get what they need from the Group (this includes client-facing solutions and services from Information Technology, Corporate Real Estate & Services, Human Resources, Communications, Global Business Services, Legal & Compliance).
About You

Leadership & culture
•    IT acumen. You want to know how systems works and how you can improve them. Complexity intrigues you and you are curious and eager to learn, constantly seeking out opportunities to improve.
•    You easily interact with stakeholders from all levels.
•    Able to make decisions and act with autonomy.
•    Team player, pro-actively aligning with colleagues and contributing to the team’s ability to self-organize.
•    Readiness for close teamwork across multiple locations.
•    Excellent communication skills (English proficiency is necessary).
•    Dedication to Swiss Re’s new way of working through greater collaboration and breaking down of silos.
Technical experience
•    Configuration and change management of IT solutions.
•    Tracking and handling of issues with 3rd party providers.
•    Strong analytical and conceptual skills, strategic attitude. In particular by reading reports and drawing conclusion from them.
•    Microsoft Office/JIRA/Confluence Wiki.
•    Content creation/management expertise for documentations and end user manuals.
•    Product domain expertise (ServiceNow, ticketing).
•    Experience in gathering and understanding of customer needs e.g. by surveys and other means.
•    User interface design and adoption.