Combined Insurance Vice President, Digital Service Leader in United States
This role will have global responsibility for analyzing and setting the digital service priorities along with the Regional Heads of Digital to create a modern experience across Chubb Digital. This new role reflects an expansion of the digital service efforts and the requirement for innovation beyond traditional insurance operating models. Digital requires a superior customer experience, enabled through the use of technology and other means, which is driven by the highly effective handling of customer requests and/or self-service optionality.
The role entails creating new operational processes, implementing new technologies and formalizing performance KPIs that will deliver a digital customer journey and experience for Chubb’s new digital businesses or where appropriate utilize existing processes.
You will be entrepreneurial, a self-starter and results-driven, and take ownership of the digital experience, which will directly impact the performance and growth across Chubb Digital.
The ideal candidate will be a strong influencer that knows how to drive a change agenda even when some of the changes are not within their immediate authority and involve multiple and diverse stakeholders.
Key Objectives * Champion servicing and processing goals and objectives for Chubb Digital * Gather data and information to understand when service and process changes are needed to improve the customer experience * Generate and prioritize new ideas for process and technology improvements * Create buy-in internally for the prioritized ideas * Establish project plans to implement change to create operating model efficiencies * Create a plan to integrate Digital into existing applications, processes, and service/claims models where applicable * Oversee digital experience related projects for Chubb Digital businesses * Design and implement KPIs to track the financial and operational effectiveness of our claims, service, etc. efforts * Report monthly and quarterly to ensure projects are meeting targets (qualitative and quantitative) and deliverables * Ensure extensive collaboration across regional boundaries in the Digital Teams
Required Skills * Ability to perform Target Operating Model (TOM) analyses and more importantly skills to implement collaboratively the operating changes necessary to reach the “to be” state * Must possess strong problem solving and business process redesign skills * Experience setting up and managing self-service options as well as a service center environment * Excellent understanding of insurance operations * Ability to motivate, lead and manage a matrixed and virtual team * Resilience and can-do attitude * Energy to get things moving and secure wins * Strong communication, excellence in execution, inclusive mindset * Self-starter, innovative thinker with entrepreneurial qualities
Experience * Proven track record championing new initiatives to a successful conclusion * Strong success building digital, cross-platform experience * Knowledge of mobile trends and leading edge technologies to optimize the customer experience * Working within tight budgets, changing priorities and competing project timelines * Familiarity with Machine Learning, Statistical Analysis, Process Design and Optimization * Expertise in a previous front line product or operations role with track record of promotions to management a plus or 10 years of managerial experience in insurance or banking/financial industry or prior roles in start-up environment also considered valuable * Demonstrated success in a similar role and/or company size
*Education * * MBA or Masters preferred. Business Process Management or similar certification considered a plus * Bachelor of Science or Arts in: Business, Operations Management, Psychology, Computer Science, Finance or Engineering desired
/Chubb strives to offer a diverse and inclusive and rewarding work environment. Teamwork and mutual respect are central to how Chubb operates and we believe the best solutions draw upon diverse perspectives, experiences and skills. We operate in such a way where everyone, regardless of their singular background has the opportunity to contribute to our collective success./
Job: *Information Technology
Title: Vice President, Digital Service Leader
Requisition ID: 329454
Other Locations: USA-Florida-Miami