Case Study: Zurich Financial Services unifies customer journeys across acquisitions with Zuni

Zurich Financial Services unifies 215-country customer journeys with Zuni

Zurich Financial Services, a leading multi-line insurer, faced a challenge following its acquisitions of OnePath and Macquarie Life. The company needed to unify significantly different customer and advisor processes, systems, and expectations across these new brands to operate under a single identity. Zuni was engaged to help navigate this complexity.

Zuni used a co-design approach, combining workshops and research to map both front-stage customer journeys and back-stage processes. These iteratively developed maps provided a shared language and became central working documents for cross-functional teams throughout the integration. The solution from Zuni enabled informed decision-making for process harmonisation, technology, and communications across the merger programme.

Zurich Financial Services