• Job Description

  Req#: 543443
  !*!
  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
  Customer Experience (CX) Project Manager with a proven ability to successfully build, track and scale multiple CX project workstreams. This person will be the thread between CX, Claims, and Technology teams. They will drive the enhancement/production support of Chubb Claims’ CX tools and platforms and partner with employee enablement teams to further the adoption of CX best practices within the organization.
  What You Will Do
  • Support the vision of improved digital customer and employee experiences for Chubb Claims through the implementation and support of Chubb’s CX management platform, Medallia
  • Be the resident expert and the first point of contact for Claims teams on the Medallia platform and its self-service functionality and drive its adoption
  • Manage CX Platform roadmap with technology partners to launch Medallia releases, features, and enhancements, successfully navigating blockers and barriers
  • Maintain and manage a backlog of operational and functionality enhancement requests
  • Partner with IT leads/architects to integrate apps, data sources & 3rd party systems
  • Work with colleagues to provide training to front line claims handlers and leadership on the value of CX best practices and close-the-loop methods
  • Monitor and report on usage, close the loop percentages, performance of rules, surveys, triggers, and workflows
  • Work with leaders, managers, and individuals to introduce and ensure continuous use of role-based views that will help them take ownership in their role to improve customer experience and retention
  • Help with data visualization to present large amounts of information in ways that are universally understandable and easy to interpret
  • Spot patterns, trends and correlations and communicate as appropriate
  • Manage the train-the-trainer strategy and lead the delivery of end-user training along with the creation of training avenues to support onboarding new employees and new platform features.
  • Support and help coordinate CX research projects, pilots, and testing
  • Support the development and maintenance of a Claims CX Community of Practice Help to develop and maintain a CX research and insight repositor
  • Support the development and maintenance of a CX research and insights repository
  !*!
  • Strong verbal and written communication skills
  • Strong problem solving and analytical skills
  • Detail oriented project management with a track record of delivering on time
  • Ability to develop & maintain relationships with business partners, through accountability, following up on requests and delivering on commitments
  • Agile / Scrum experience, creating user stories and prioritizing a backlog
  • 2+ years of experience in SaaS platform/application administration role or as a business analyst preferred
  • Prior knowledge of customer experience, market/user research, business analytics preferred
  • Education: Bachelors or Associate Degree in business, technology, or research
  • PMP certification preferred but not required
  The pay range for the role is $92,500 - $158,000. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program. Chubb offers a comprehensive benefits package, more details on which can be found at https://careers.chubb.com/global/en/north-america. The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.
  !*!
  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 retaliationagainst any individual who reports discrimination or harassment.
  
  Jersey City (NJJC-USA)
  Jersey City, 07302
  
  O'Fallon (MOFF-USA)
  O'Fallon, 63368
  
  Whitehouse Station - A (NJ03-USA)
  Whitehouse Station, 08889-1600
  
  Chesapeake (VA01-USA)
  Chesapeake, 23327-4700
  
  

• About the company

  Chubb Limited, incorporated in Zürich, Switzerland, is the parent company of Chubb, a global provider of insurance products covering property and casualty, accident and health, reinsurance, and life insurance and the largest publicly traded property an...

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