About Company
UBS is a global firm providing financial services to private, corporate and institutional clients across more than 50 countries. Our mission is to help clients meet their financial goals through a comprehensive suite of services including wealth management, investment banking, asset management, and retail banking. With a proud history spanning over 160 years, UBS stands as a pillar of trust, innovation, and client-centricity in the financial world. We are committed to fostering a culture of excellence, integrity, and collaboration, empowering our diverse talent to drive meaningful impact and shape the future of finance. Joining UBS means becoming part of a leading global institution that not only values professional growth but also champions sustainable practices and social responsibility within a dynamic and challenging global environment.
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Job Description
Are you passionate about understanding customer behavior and optimizing experiences across multiple touchpoints? UBS is seeking a highly motivated and analytical Customer Journey Analyst to join our dynamic Client Experience team in Zurich. In this pivotal role, you will be instrumental in mapping, analyzing, and improving the end-to-end journeys of our diverse client base across various products and services. You will leverage data-driven insights and a deep understanding of human-centered design principles to identify pain points, uncover opportunities for innovation, and recommend strategic enhancements that drive superior client satisfaction, loyalty, and business growth.
This is more than just a data analysis role; it’s about stepping into our clients’ shoes, empathizing with their needs, and advocating for their best interests to create seamless, intuitive, and personalized experiences. You will work closely with cross-functional teams including product development, marketing, operations, and IT to translate complex insights into actionable strategies and tangible improvements. From identifying critical moments of truth to designing new client interaction models, your work will directly contribute to shaping the future of financial services at UBS. If you thrive in a collaborative environment, possess a keen eye for detail, and have a proven track record of using analytics to solve real-world customer problems, we encourage you to apply and help us redefine the client experience, making it simpler, smarter, and more satisfying for every UBS client.
Key Responsibilities
- Map, visualize, and analyze complex customer journeys across all digital and traditional channels, identifying key touchpoints, pain points, and moments of truth.
- Utilize a variety of qualitative and quantitative data sources (e.g., surveys, interviews, web analytics, CRM data, operational metrics, market research) to deeply understand client needs, behaviors, and motivations.
- Develop and present clear, actionable insights and strategic recommendations to stakeholders across different business units to enhance client satisfaction, retention, and acquisition.
- Collaborate effectively with product managers, UX/UI designers, marketing specialists, and IT teams to implement customer-centric solutions and measure their impact on key performance indicators.
- Monitor and report on key customer experience metrics, regularly assessing the effectiveness of implemented changes and identifying areas for continuous improvement.
- Conduct competitive analysis and research on industry best practices in customer journey mapping, experience design, and personalization strategies.
- Facilitate workshops, ideation sessions, and co-creation activities to foster a client-centric mindset and drive innovation throughout the organization.
- Contribute to the development and standardization of customer journey frameworks, methodologies, and tools within UBS.
- Act as a client advocate, ensuring the client's voice is represented in all strategic decisions and product development cycles.
Required Skills
- Minimum of 4 years of experience in customer journey mapping, experience design, business analysis, or a similar analytical role.
- Proven ability to work with large datasets, synthesize complex information, and translate data into clear, actionable insights and compelling stories.
- Strong proficiency in data analysis tools (e.g., SQL, Python, R) and visualization platforms (e.g., Tableau, Power BI, QlikView).
- Experience with CRM systems (e.g., Salesforce) and customer feedback platforms (e.g., Qualtrics, Medallia).
- Excellent communication, presentation, and interpersonal skills with the ability to influence and engage stakeholders at all levels.
- Strong project management skills with the ability to manage multiple priorities and deadlines in a fast-paced, dynamic environment.
- Bachelor’s degree in Business, Marketing, Economics, Statistics, Computer Science, or a related quantitative field.
- Demonstrated ability to think strategically about client needs and business objectives.
Preferred Qualifications
- Master’s degree or equivalent in a relevant field (e.g., MBA, Data Science, Human-Computer Interaction).
- Experience in the financial services industry, particularly in wealth management, investment banking, or retail banking.
- Familiarity with design thinking methodologies, agile development processes, and service design principles.
- Experience with advanced analytical techniques such as predictive modeling, machine learning, or A/B testing.
- Proficiency in German or French is a significant advantage.
- Certification in customer experience management (e.g., CCXP).
Perks & Benefits
- Competitive salary and performance-based bonuses, reflecting your contribution and expertise.
- Comprehensive health, dental, and vision insurance plans for you and your family.
- Generous retirement savings plan with substantial company contributions.
- Access to a wide range of professional development, training programs, and mentorship opportunities.
- Flexible work arrangements and a strong emphasis on work-life balance, supporting our hybrid work model.
- Employee assistance programs and comprehensive wellness initiatives to support your holistic well-being.
- Discounted financial products and services exclusive to UBS employees.
- Opportunities for international career progression and mobility within our global firm.
- Modern office environment in a prime Zurich location with excellent amenities and collaborative workspaces.
- Support for continuous learning and external certifications relevant to your role.
How to Apply
If you are ready to make a significant impact and contribute your expertise to a leading global financial institution, we invite you to apply. Please click on the application link below to submit your resume and a compelling cover letter. Ensure your application clearly highlights your experience in customer journey analysis, your analytical prowess, and your passion for improving client experiences.
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