AVP, Customer Experience Analyst – North America Field Operations
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 is looking for an experienced professional (7 – 10 years) with a background in the intersections of business and technology to join our Customer Experience team. This is a permanent full-time position and a compelling opportunity to join a growing, financially stable, and successful company. This position will support Chubb’s agent facing portal as well as lead related customer facing projects.
Critical factors for success in this role:
A college graduate with 7 – 10 years’ experience in insurance, financial, or technology industries
Experience in property & casualty insurance and/or web technologies preferred
Experience in working with IT to create requirements and/or technical documentation
Experience in UX and screen design is a plus
Strong analysis and troubleshooting skills
Self-motivated with ability to operate with a minimum of structure and supervision and capable of working/participating in an environment which is constantly changing
Excellent interpersonal skills and able to work collaboratively in a team environment
Excellent written and oral communication skills and experience providing customer service
Ability to effectively present information
Intermediate to advanced Microsoft Word, Excel, and Outlook proficiency.
Attention to detail, excellent listening ability, and high commitment to quality
Duties will include:
Assist in managing the day-to-day operations and activities associated with the Chubb Agent Portal and related systems and projects
Collaborating with teams across the North America organization on projects, initiatives, and new processes
Meeting with internal and external stakeholders to understand and document challenges and feedback
Lead concept creation and assist in development of user stories
Support and participate in test execution and other QA activities
Support the delivery of product and application demonstrations and presentations
Provide and support training for internal and external clients as required
Create and implement procedures and workflows for new functionality
Create presentations to present to senior leadership and key business stakeholders
Escalate issues/risks to management as needed
Who are we looking for?
Successful professionals at Chubb come from many backgrounds and experiences and bring that rich diversity with them to our company. They also have some things in common, and these attributes will lead to your success at Chubb:
Results orientation: a demonstrated ability to meet commitments; including under pressure
Intellectual agility: capable and willing to master and apply new knowledge
Personal capacity: accepting and welcoming of additional responsibility over time
Communication skills: an ability to communicate successfully in various settings
Interpersonal/team skills: able to work effectively with colleagues at all levels
Self-leadership: an ability to take full ownership of work and show initiative as needed
Client focused: understanding of the needs of customers and clients
Work ethic: a commitment to hard work and a high ethical conduct
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.
