Sabrina Mazza

CX & Service Design @ SHERPANY

About

Passionate professional with a versatile background and over four years of experience in product and tech environments, blending strategy, operations, service design, and user research. I combine a sharp analytical eye with a human-centered approach to drive meaningful impact and sustainable growth. I'm experienced in working across teams to turn insights into action and deliver value in fast-paced, evolving settings. Starting out in hospitality, I developed a strong sense of empathy and a deep appreciation for thoughtful service—principles that continue to guide my work. I thrive in agile contexts, where I can adapt quickly, collaborate effectively, and stay focused on what truly matters to both users and the business. I'm also personally interested in sustainability and mindful innovation, which subtly influence my perspective and priorities. Looking to build something meaningful? Let’s connect!

Country

Switzerland

City

Zurich

Industry

Computer Software

Skill

Workshops, Stakeholder Management, Voice of Customer (VoC) Programs, Data Analysis & Insights, Service Design, Customer Journey Mapping, UX Research, International Management, Sustainability, CSRs, Customer Experience, Hospitality, Customer Service, Teamwork, Food & Beverage, Hospitality Industry, Microsoft Office, Hotel Management, MICROS, Management

Experience

CX & Service Design

SHERPANY

2025-1 - Present · 1 yr 9 mos

Zurich, Switzerland

I apply service design principles to create seamless, end-to-end experiences by aligning user needs with business processes. I map service ecosystems, identify pain points, and co-create solutions with stakeholders to improve customer satisfaction and operational efficiency.

CX Specialist & UX research

SHERPANY

2022-9 - 2024-12 · 2 yrs 4 mos

Zurich, Switzerland

I lead user research initiatives, analyse behavioural data, and formulate strategic recommendations to enhance customer and product experiences. I collaborate cross-functionally with stakeholders to align insights with business goals, manage continuous feedback loops across channels, and conduct annual customer sentiment analyses to inform long-term experience strategies.

Business Analyst and Communication

SHERPANY

2021-5 - 2022-8 · 1 yr 4 mos

Zurich, Switzerland

Business Operations & Transformation Assistant

Acer

2019-4 - 2020-10 · 1 yr 7 mos

Ticino, Switzerland

• Responsible for the daily operation & quality control of channel data • Provide training to internal stakeholders • Master data maintenance • Support business managers with regards to business planning & business control

Traveler & Volunteer

World Traveler

2017-9 - 2018-8 · 1 yr

• Backpacking through India and South America • Volunteer on hospitality and social projects

Business Development & Administration Assistant

Johannes Torpe Studios

2015-8 - 2016-1 · 6 mos

Copenhagen, Capital Region, Denmark

• Supporting the business team on the development of projects • Consolidation and visual expositions of all projects created by Johannes Torpe Studios • PR & Communication assistant

Commis de Rang & In-Room Dining

Dorchester Collection

2013-8 - 2014-1 · 6 mos

London, England, United Kingdom

Waitress, Hostess, Barmaid

Hôtel La Barcarolle

2012-3 - 2012-7 · 5 mos

Prangins, Vaud, Switzerland

Education

EHL

Hospitality Administration, Management, Business

2013 - 2017 · 4 yrs

EHL - École Hôtelière de Lausanne, is an ambassador for traditional Swiss hospitality and has been a pioneer in hospitality education since 1893. It has created and inspired a unique professional community of over 25,000 hospitality managers, united by the values and the legacy of EHL. EHL is a leading university that provides learning solutions for enthusiastic, talented and ambitious students from 114 different countries. With undergraduate, graduate and certificate programs, EHL offers its students a range of on-campus and online education opportunities at different stages of their professional journey. 6 programs are currently offered: - Bachelor of Science in International Hospitality Management - Master of Science in Global Hospitality Business - MBA in Hospitality - Executive MBA in Hospitality Administration - Advanced Certificates - Master Class in Culinary Arts