IT Service Excellence Specialist

Leading Digital Culture & Engagement

Responsible for crafting and executing a comprehensive employee enablement strategy, supporting change readiness, and fostering a positive and high-performing workplace culture.

Objectives:

Through analysis of employee feedback, identifying trends, championing technology enhancements and implementing initiatives aimed at overall employee satisfaction and organizational performance, this position will:

• Improve I&O Zurich Employee Survey (ZES) response.
• Increase engagements and enhance alignment with ZNA communications.
• Further educate managers and employees about technology changes, absorbing function previously performed by Business Transformation team.
• Support I&O culture, retention and development.
• Increase employee opportunities for volunteerism and sentiments around rewards and recognition.

In this role you will be responsible for:

• Verbal and Written Communication – Ability to craft clear, engaging messages and influence stakeholders.
• Data Analysis & Interpretation – Collect and analyze employee feedback, identify trends, and derive actionable insights.
• Action Planning & Execution – Translate insights into initiatives that improve engagement and performance.
• Problem-Solving – Address challenges related to culture, retention, and technology adoption.
• Change Management – Support readiness and smooth transition during technology and process changes.
• Collaboration & Relationship Building – Work effectively with managers, employees, and cross-functional teams.
• Project Management – Plan, implement, and monitor engagement programs and culture initiatives.
• Digital Literacy & Advocacy – Promote and enable adoption of digital tools and technology enhancements.
• Employee Engagement Strategies – Design programs to increase survey participation and overall satisfaction.
• Recognition & Rewards Program Design – Develop initiatives that boost morale and retention.

Basic Qualifications:

• Bachelors Degree and 3 or more years of experience in the information technology, security awareness and education development or communications area
  OR
• Zurich Certified Apprentice, including Association Degree and 3 or more years of experience in the information technology, security awareness and education development or communications area
  OR
• High School Diploma or Equivalent and 5 or more years’ experience in information technology, security awareness and education development or communications area
  AND
• Project Management experience

Your pay at Zurich is based on your role, location, skills, and experience. We follow local laws to ensure fair compensation. You may also be eligible for bonuses and merit increases. If your expectations are above the listed range, we still encourage you to apply—your unique background matters to us. The pay range shown is a national average and may vary by location. The proposed salary range for this position is $71,100.00 - $116,500.00, with short-term incentive bonus eligibility set at 10%.

We offer competitive pay and comprehensive benefits for employees and their families. [Learn more about Total Rewards here .]

Why Zurich?

At Zurich, we value your ideas and experience. We offer growth, inclusion, and a supportive environment—so you can help shape the future of insurance. Zurich North America is a leader in risk management, with over 150 years of expertise and coverage across 25+ industries, including 90% of the Fortune 500®.

Join us for a brighter future—for yourself and our customers.

Zurich in North America does not discriminate based on race, ethnicity, color, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. Equal Opportunity Employer disability/vets.

Zurich complies with 18 U.S. Code § 1033.

Please note: Zurich does not accept unsolicited CVs from agencies. Preferred vendors should use our Recruiting Agency Portal.

Location(s): AM - Schaumburg
Remote Working: Hybrid
Schedule: Full Time
Employment Sponsorship Offered: No