Combined Insurance Vice President & Digital Transformation Lead, Chubb Overseas General in United States
Vice President, Digital Transformation Lead, Chubb Overseas General
Chubb seeks a Digital Transformation lead for Chubb Overseas General (COG) to help the businesses/markets transform the business process and customer service to intuitive and seamless digital engagements, thus improving the accuracy, efficiency, timeliness and relevancy at each touchpoint, enhancing both the employee and customer experience with Chubb.
This role will work with global and COG process owners under the Intelligent Process Automation (IPA) Program to look across the entirety of the insurance lifecycle to identify where the structure, process or technology can be enhanced to improve the effectiveness of how Chubb employees work to deliver service to our customers; directly and indirectly.
This role is responsible to identify areas of opportunity across COG to improve our effectiveness demonstrated by improved customer and employee satisfaction scores and financial results.
This role also includes setting the tone for the role the digital client experience, particularly in the post-acquisition journey, will play within our broader digital strategy. This requires an understanding of integration from front-end interfaces down to back-end systems of record, and strong and determined leadership to ensure a positive and engaging digital interaction for our customers and employees.
This person will also be the Customer Experience advocate, Net Promoter Score (NPS) program leader and CX Improvement project manager for COG and will work with internal business stakeholders, and global colleagues to understand business requirements, design customer feedback approaches, and lead customer feedback survey and platform implementations, ongoing execution and enhancements.
The incumbent will apply consultative, research, analytics, innovation and collaboration to help lead the Net Promoter Score (NPS) program across CHUBB’s overseas businesses under the guidance and in partnership with the Enterprise CX leader. Programs will be specific to applicable businesses, maturity and geographies, but tailored to ensure our employees and customer’s experiences are being elevated and that overarching corporate business outcomes are being achieved. The objective is to embed this focus of customer centricity into all relevant businesses and service functions as business as usual.
This Digital Transformational Leader for COG Operations will establish and report on North Star metrics to assure that we are digitizing the way we work and engaging with our customers. This includes assurance that we are sourcing data differently, persisting it through the organization, eliminating duplicate touch and errors, and enabling our customers more straight through processing and “no touch” engagements in a paperless and frictionless journey based on a quality first principle. An effective transformation program supports our business objectives to improve our employee’s experience, customer experience and loyalty, and lowers our administrative expense in favor of competitive premiums.
/ Process Improvement: / * Identify and drive opportunities for transformative means of transacting business across the insurance lifecycle differently to improve service delivery to customers in a more effective and efficient manner.
Work with process owners across the Chubb network to identify and scale improvements in the insurance lifecycle that simplify the employee effort, improve data quality, ease data entry requirements, and improve the customer experience. Identify barriers to scaling opportunities and devise options to simplify or reengineer the structure and process for enablement.
Partner with the global and local teams to share information, push for standards, and factor in required variances so that solutions can be scaled to increase benefits.
Work with the COG and regional sponsors and program support team to assure rigorous planning, monitoring, risk mitigation and forward-looking actions to achieve collective targeted benefits.
Ensure that each region prioritizes resources against this global initiative and retains the appropriate balance of staff for opportunity discovery, execution, support and change management.
/ / / Digital & Customer Experience: /
Partner to identify COG’s progress in delivering a digital service experience to both digital and analog customers. Initial focus is consumer and small commercial business segments, extending digital servicing capabilities across other partner channels.
Participate in and lead elements of research, testing, metrics analysis, data insights, and experimentation to inform decisions.
Lead the definition, review and preparation of COG metrics to derive progress against Corporate CX KPIs.
Understand customer pain points, assist in defining solutions, and bring them to life.
Identify insights that drive actions to improve Employee and Client Experience.
Ensure that COG continues to deliver customer capabilities digitally, for an improved experience-prioritized based on customer feedback and insights.
Drive initiatives to ensure that COG realizes the organizations goals to digitize our internal operations and enable an Omni channel experience to service the customer on their terms.
Manage overall program platform design, implementation, on-going execution and scope expansion to enable real-time feedback on customer and employee insights across COG markets
Provide guidance and consultative points of view to leadership teams and customer champions
Identify and promote platform enhancements which enrich touch points and overall NPS program
Partner with leadership teams across businesses, functions and geographies on NPS enablement to promote awareness and grow platform adoption.
Assist in IPA and NPS Steering Committee review content and preparation and stakeholder communications
Skills and Attributes :
Master’s or Bachelor's Degree in appropriate field
10 years’ experience in insurance and or financial services
The candidate must understand the entirety of the insurance lifecycle and key processes to drive common standards and best practices.
Knowledge of international insurance markets, consumer and commercial business norms.
Demonstrated experience in leading and managing teams through transformational change.
Trained in Six Sigma or another process improvement methodology
This includes hands-on skills to support future state process mapping, end-to-end project planning, customer journey mappings, design thinking, client research, communications, negotiations, problem solving and consultative thinking.
Excels at working in multi-cultural groups and disrupting the status quo.
Excellent communication skills, verbal and in writing, in English; able to independently interact with executive leaders.
Self-motivated and able to operate independently with limited guidance and direction.
Empathetic about customer and employee problems with an ability to distill insights into the right product/process solution.
Technically savvy with experience working with designers and developers to craft usable experiences.
Strong analytical skills and a proven process of data-validated, hypothesis-driven, experiment-tested decisions.
Possess a deep curiosity about customer needs.
Adept at working on customer problems in a metrics-driven environment.
Experience in client or market research, interacting with stakeholders to understand business requirements, developing research solutions, managing research projects, interpreting results, and presenting recommendations to enable action.
Strong project management skills and demonstrated ability to establish priorities for multiple research-based solutions and programs in collaboration with colleagues and business leaders.
Working acumen to respect privacy and protectionism laws in various geographies
Able to manage multiple projects simultaneously.
/ This incumbent can be based in New Jersey, New York City or Philadelphia. / / /
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.
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.
Title: Vice President & Digital Transformation Lead, Chubb Overseas General
Requisition ID: 328713
Other Locations: USA-Pennsylvania-Philadelphia, USA-New Jersey-Whitehouse Station