Careers and work

Finding new ways to learn new skills

In Asia Pacific, we are undertaking several initiatives to enable employees to prioritize learning for upskilling and reskilling, for example, the “drop everything and learn” program (DEAL). Through DEAL, all employees are actively encouraged to schedule one hour every fortnight within their normal workday to develop their skills. This is done with the support of the senior leadership team and managers actively promote and encourage employees to prioritize learning. Employees can access a wide variety of courses, including fun and purposeful activities, which interest and motivate employees to learn. The digital learning catalogue provides links to relevant learning sources, helping users navigate the array of content on Zurich’s learning and development platform (MyDevelopment).

In 2021, we also launched MyGuru, a platform which enables employees to connect with each other and form mentoring partnerships. Mentors and mentees are matched based on common interests, skills and competencies to develop and learn through, and from, each other. At the end of 2022, the program had more than 150 matched mentors and mentees and continues to remain open to all employees across Asia Pacific. The development and connection initiative has been well received by participating employees with a consistent net promoter system score (NPS) over 70.

Accelerating our transformation into a customer-focused company

The Zurich Customer Academy is helping our people across the business adopt a customer-centric mindset. Our employees can enrich their skills and competencies through a variety of courses, mastery programs, certification programs, webinars, bootcamps and workshops, which are all available online at the touch of a button.

Since its launch in November 2020, the Zurich Customer Academy has become one of the leading training programs at Zurich and is available in 45 countries. The platform received more than 60,000 registrations and close to 26,000 unique learners have accessed the academy in 2021 and 2022.

Some of the most popular courses include:

• The Customer Mastery Program, which helps inform employees across the organization about our customers—who they are, what matters to them, and how to engage with them in a way that builds strong, meaningful, and long-lasting relationships. At the end of 2022, close to 9,000 employees have completed the course and we are rolling it out globally.
• The customer experience course (CX Mastery Program) provides an immersive learning experience that equips our employees with CX standards, tools and methods to drive excellence in customer experience at Zurich. Until the end of 2022, more than 230 participants across Europe, Middle East and Africa (EMEA) and Asia-Pacific (APAC) including our Customer Officers have completed the course. We will continue this course in 2023 and beyond.
• Finally, customer and innovation masterclasses (Growth Mindset Power Sessions and Think Tank Bootcamps) teach employees the power of rapid experimentation and the intersection between lean, agile, and design thinking and customer focus. With over 2,500 participants including our Senior Leadership Team, countless successful experiments and an NPS of +71 from participating employees, it is a huge success.

Embarking on our next strategic cycle with an even more increased focus on our customers, now is the moment to refresh and obtain even more knowledge of the strategies, tools, techniques, to not just have the skills and capabilities, but also the mindset to help Zurich become one of the most customer-centric organizations in the world.