Head of Customer Experience

Jersey City, NJ, United States

Job Description Head of Customer Experience ( **Job Number:**

344967 ) **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 Chubbs 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.

The vision for this role is to utilize your customer-facing expertise to help advance the customer-centric culture at Chubb; driving customer value by providing insights to business leaders with high quality data & analytics, analysis and insights across domains.

**Profile of the Ideal Candidate**

* Ambitious leader with inspiring ideas that move customers, combining knowledge of areas across digital, creative, social, messaging and experience

* Champion of a progressive approach to whats possible with the customer experience designed with the customer at the center of your thinking

* Firm believer of the possibility of defining the customer experience across Chubb who can bring a holistic vision for Chubbs products and services to life

* A leader passionate about customer experience who displays awareness and is able to walk in the shoes of the customer, capable of driving a human-centered design through data driven decision making

* Facilitator of strategic, customer-centric decisions with the ability to reach across business units building relationships that enable experience efforts to succeed

* Customer experience expert with a proven record of developing customer facing strategies which drive customer satisfaction, tenure and revenue

**What You Will Do**

* Work with cross-functional stakeholders to establish shared goals and bring role/scope clarity in a fast-paced and ambiguous environment

* Responsible for driving visibility and communication about then cascading the customer experience vision and approach in alignment with Chubb global CX strategy to key stakeholders

* Drive the analysis of data and customer feedback to bring more insights to the business and recommend approaches based on your findings

* Effectively partner with the Business Intelligence analytics teams to ensure both internal and external value drivers, behavioral, performance data and operating models are accurately identified, tracked, described, measured, reported, analyzed and actioned with respect to customer experience

* Provide oversight and sequencing of customer experience initiatives across end-to-end portfolio to ensure successful customer experiences

* Coach product teams to truly hear the voice of the customer and enable the listening to customers as a key driver of business decisions across digital and non-digital channels

* Establish metrics and support teams in to deploy dashboards measuring targets, utilizing data and design research to help domain leaders drive results

* Collaborate with the Head of Experience Design to facilitate strategy and execution that furthers the overall customer experience

* Utilize a first-hand understanding of how customers engage with the brand across all touch points to draw conclusions that continually evolve, improve, and optimize how we engage with the customer

* Contribute to the customer experience strategy, standards and vision as set by the global head of customer experience

**Qualifications**

**What You Bring**

Foundational Skills and Experience:

* Track record and prior experience leading the creation and execution of integrated customer experience capability roadmap

* Extended experience interacting with customers (e.g., agents and brokers) within an insurance setting, or other financial services

* Understanding of the digital and non digital ecosystem and evolving service tools and platforms used to improve omni-channel presence

* Demonstrated ability to use existing customer data to prioritize customer experience initiatives and communicate the approach effectively

* Strong interpersonal and communication skills, able to work effectively with multiple levels of the organization

* Strong leadership skills with a proven track record in driving positive and sustained change

* Experience using Medallia for customer experience management or other similar tools is a plus

Education:

* Background in business, sales, project management or technology or Bachelors or masters degree in finance, business, design or technology

EEO Statement 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, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.

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