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NA Claims Digital Analytics & Performance Management SME  at Chubb

Posted in General Business 30+ days ago.

Type: Full-Time
Location: Wilmington, Delaware





Job Description:

Chubb is a global leader in the insurance industry and provides an extensive suite of products to a wide range of clients. Delivering superior coverage, craftsmanship, and customer experience has always been at our core, and will continue to be as we modernize what insurance does and how we deliver it, all while protecting what our customers value most. Major initiatives are underway at Chubb to build on our strengths and expand Chubb’s reach in the digital insurance space. This means data-enriched processes and real-time insights embedded across our value chain, design thinking and an “engineers of everything” mentality, and a world-class customer experience that sets us apart. We are also reimagining our ways of working to be more adaptable and flexible through agile principles and investing in skillset development and tools for a digital age.

 

Who You Are / Have


  • Experienced in generating insights from a variety of digital platforms and initiatives, including desktop/mobile websites, apps, email, customer relationship management databases, ecommerce platforms, and social media. I

If it’s digital, generates data, and can be optimized via inquisitive analytics, you will know how to make an impact


  • Can see the big picture in terms of what is possible through data driven insights

  • Demonstrable strategic thinking and analysis skills, the ability and confidence to draw conclusions and recommendations from a business perspective

  • Able to develop strategy and implementation of digital analytics focused on external and internal claims audiences

  • Significant experience of multi-source data integration and insight mining

  • Experience of designing and rolling out automated analytics solutions

  • Excellent stakeholder influencing skills and the ability to comprehend large amounts of data and distil these into actionable insights.

 

What You Will Do


  • Serve as a team expert in digital analytics spanning systems of engagement that include claims insurance applications, internal solutions, web, mobile, email, social etc

  • Provide digital analytics guidance for multiple teams within the Claims organization guidance consists of identifying, planning, and executing analysis opportunities

  • Develop measurement plans which contain benchmarks and goals for the adoption and conversion of each claims digital solution

  • Create and present customized performance wrap up reports. These reports will outline the key successes, areas for improvement, and strategic recommendations to be implemented

  • Formulate the ‘story’ by synthesizing analysis findings, implications, recommendations, and roadmap towards achieving business goals.

  • Access and analyze digital data from a variety of analytic tools (Google, Medallia, website, database, Email, social listening etc.) to create these customized reports and dashboards

  • Analyze digital tool performance based on customer and employee segmentation and develop approaches for greater adoption and conversion

  • Recommend adoption optimization strategies.

 

Key Responsibilities


  • Develop dashboard, methodologies and frameworks that standardize and enhance digital tool measurement

  • Accountability for measuring adoption of digital tools

  • Responsibility for the development of Claims colleagues in becoming proficient users of Claims digital data through relevant upskilling programs

  • Ability to tell a concise and impactful narrative of your findings. Display data visually, creating powerful presentations which effectively demonstrate insights and directional advice

  • Organize and mine large sets of data for insights

  • Stitch data together for omnichannel customer level-views

  • Deliver high impact presentations, be the objective voice, and turn presentations into dialogue and drive discussions towards decisions and outcomes

  • Segment audiences based on behaviors, like website and app interaction, and develop strategies to increase usage

  • Perform A/B testing with regularity with the claims systems and experience teams

  • Create daily/weekly/monthly dashboards for new digital tools and systems of engagement to evaluate performance.


  • 8+ years of relevant professional experience conducting digital analytics or working in another analytical field with a demonstrated passion for digital and experience

  • Bachelor's degree required, preferably in a quantitative field such as economics, statistics, mathematics, marketing or psychology

  • Strong analytic thought process and ability to interpret findings

  • Advanced level user in Excel: pivot tables, charts, v-lookups, and dashboard creation

  • A strong working knowledge of statistical analysis and research methodologies

  • Familiarity with statistical software and data manipulation tools such as SAS, SQL, R, or SPSS

  • Ability to think strategically and ‘big picture’, formulate appropriate analytic solutions to solve business needs

  • Hands-on experience with most of the analytic ecosystems and tools below:

  • Adobe Platform (Analytics, Target, Audience Manager),

  • Google Platform (Analytics, Optimize)

  • Tag Management Tools (GTM, Adobe, Tealium)

  • Email and CRM platforms (SFMC, Epsilon Harmony, etc.)

  • Core analytical tools such as SQL, SAS, R, Python

  • Data visualization tools such as Qlik or Power BI.





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