VP, North America Contact Center Product Owner

VP, North America Contact Center Product Owner

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.

Chubb currently has a terrific opportunity for a Vice President, Contact Center Product Owner (PO). Reporting into the SVP Digital Service within North America Operations, this newly created role will be responsible for building and implementing the Contact Center for North America.

The North America Operations team plays a critical role in delivering an exceptional customer experience efficiently. As part of this organization, the Contact Center PO is responsible for transformative design and strategic implementation at the project level and ensures two-way open communication throughout the organization, including keeping the stakeholders informed of program status and ensuring coordination.

Key Responsibilities:

• Establish the vision and target operating model to ensure alignment with business unit and corporate goals are met by the Contact Center model.
  • Works across multiple business and IT stakeholders to verify the as-is capabilities, key touch points, volume drivers and customer experience.
  • Determines the appropriate user research activities and synthesizes user research (internal/ external), product analytics, and market data to help the team make well informed product decisions.
  • Assesses the gaps and evaluates the needs versus state of the market capabilities.
  • Supports the development of a recommendation for the footprint for the contact center functions.
• Define the multi-year contact center capability roadmap including the target platform and cost- benefit plan(s).
  • Determines the scope of the projects and creates and manages pipeline and inflight initiatives progress
  • Uses market & industry knowledge as well as continual research, to deliver a well-positioned product
  • Prioritizes features/outcomes according to business value; Adjust features outcomes/priority as needed to ensure ROI
• Responsible for the delivery of programs against defined business and financial goals
  • Developing the customer experience (CX) standards and build a plan that supports achievement, measurement and reporting of our service brand
  • Ensuring alignment of the service model with Chubb’s multichannel strategy to deliver the CX experience.
  • Ensure customer-driven design driven by contact center interactions and pain points, data and analytics and ongoing usability and customer feedback
  • Establish and deliver an effective coaching model that aligns with contact center operations
  • Defines and standardizes Contact Center product KPIs and monitors performance
  • Defines the features of the product or the outcome of the project, including acceptance criteria
  • Work with technology teams leads (telephony, workflow, desktop, architecture, data engineering, data governance) to implement solution
• Provides direction to the agile development teams and stakeholders throughout the project and crafts requirements and deliver business capabilities and benefits per the roadmap
  • Plays an active role in mitigating impediments impacting completion of Release/Sprint goals
  • Accountable for go-forward processes (maintaining processes/procedures) and ongoing support
  • Development of an effective customer complaint and escalation process, ongoing monitoring and reporting, and development of the closed loop process to resolve individual and systemic issues