AVP, Business Analyst

Chubb is the world’s largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

The Senior Business Analyst helps to drive Operational Excellence capability for the North America business units and partners with business leads to define and execute major improvement initiatives.

This role will deliver significant improvement in process productivity, cost-to-serve, control/ risk and ensure initiatives deliver intended results to customer experience. She/ he will have a keen interest in emerging technologies, able to run end-to-end customer journey mapping and identify opportunities and gaps in core business processes. She/ he will ensure application of appropriate customer quality improvement methodologies in the context of technology, tools, capabilities and techniques to drive improvements. She/ he will be an advocate for new and emerging operational improvements by partnering with, providing insight and context for change to stakeholders at all seniority levels.

KEY ACCOUNTABILITIES

Strategic use of data
• Support data driven evidence-based approach to decision making through interpretation of data
• Perform fact-driven analysis, develop points of view and actionable recommendations that influence IPA teams about top of mind employee/customer experiences
• Analyze organizational structures to determine addressable headcount; establish volume counts from systems and conduct time studies to determine process headcounts

Discovery of opportunities
• Participate and/or lead Process Automation discovery process to maintain pipeline of use cases
• Harvest as-is business performance and process information according to a defined standard in order to perform as-is process analysis and assessment within a defined scope
• Conduct data collection & quantitative analysis, BPO/ BPR/ BPA opportunity identification, quantification and prioritization, and develop recommendations
• Analyze business processes and identify opportunities for improvement and/ or automation
• Identify opportunities and services including understanding motivators for adoption of solutions and challenges that customers/ employees face

Solution development and roadmap building
• Analyze as-is and formulate to-be business processes to create and maintain business process models, context models, user stories, business rules, screen flows & keystroke level detail according to an agreed standard
• Understands end-to-end business flows and can translate those flows into solutions
• Apply problem solving techniques to opportunities identified within a defined project scope for the Product Owner
• Support development of roadmaps that reflect customer/ employee needs/ gaps and teammate needs/ gaps, as well as foundational technology capabilities and other digital enablers
• Ensure relevant stakeholders are involved in specification of new or improved capabilities/ services and that the overall user experience is considered
• Embrace agility beyond frameworks such as Scrum and Kanban. This role calls for someone who understands Lean mindset and practices
• Understand customer experience by adopting an outside-in focus and use customer journey maps to create solutions customers and Chubb employees want to use
• Formulate business requirements to automate to-be processes, achieved through the construction of user stories from features identified

Product demonstration & testing
• Plan and hold demonstrations (every 2 weeks) to showcase working components of the solution to key stakeholders. Perform production activities as required for daily function of solution until 100% stable, scaled and handed to business
• Provide input to acceptance criteria to be approved by Product Owners (criteria per user story will ensure product is built right and the right product is built for customer/employee)
• Ensure consistency and traceability between requirements, functional specifications and testing & validation and support testing and training
• Provide input to test scenarios & conduct solution testing (unit testing and integrated testing)
• Conform to governance requirements throughout lifecycle of each project (Tollgates, Risk and Quality and Audit)

PREFERRED QUALIFICATIONS
• Bachelor’s Degree in Computer Science, Engineering, Business, or related discipline. MBA a plus
• At least 5 years of experience in finance or healthcare. Insurance experience is preferred
• At least 3 years process engineering/ analysis in insurance, finance or management consulting
• Certification as a Green Belt Lean or Six Sigma Process Engineer or equivalent
• Experience in Digital experience strategy and design, Intelligent Process Automation and Technology
COMPETENCIES
• Strong understanding of market trends and keen interest in digitization and emerging technologies
• Emphasis on user-centered product design and data-driven decisions in product development
• Strong understanding of user experience techniques and methodologies and its application to address technical & business opportunities
• Digital agency, consulting or start up experience a plus
• Domain knowledge in one or more relevant industries
• Project Management skills
• Solid coaching and mentoring competency
• Ability to simply and clearly convey and communicate complex concepts
• Learning agility
• Understands concept of process and requirements for IT
• Understands and applies problem solving techniques
• Understands technology as a process enabler
• Understands role and its focus on setting and complying in standards and governance
• Understands agile as a delivery method and ways of working
• Intellectually curious; able to quickly grasp new and proactively seeks learning, continuously informing and expanding knowledge and expertise

Travel Requirements: 35-50 %

Chubb offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, a generous retirement savings plan, disability coverage, stock purchase plan, flexible spending accounts, tuition reimbursement, and business casual dress. At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religion, age, sex, sexual orientation, transgender, national origin, disability, genetic information, veteran, or marital status, or any other characteristic protected by law.

For additional information about Chubb or its services, please visit our website.