Job Description Purpose of Position In this role, you will be responsible for driving a deep understanding of customer behavior, preferences, and experiences across the Chubb Life market. Responsible for defining the target-state for all customers, you will lead the execution of customer-centric strategies to enhance customer satisfaction, loyalty, and engagement, ensuring that our life insurance products and services meet the evolving needs of our customers.
Responsibilities - Define the target operating model for omnichannel customer service; integrating people, processes and technology to drive a seamless and scalable customer experience across all touchpoints.
- Driving a Chubb-wide customer-centric focus, ensuring that customer needs, pain points and feedback are at the centre of product design and development
- Collaborate with cross-functional and local teams (e.g. Operations, Transformation, Technology, Data and Product Development) to ensure a seamless and personalized customer service and experience
- Use customer satisfaction (e.g. NPS) to develop initiatives to address gaps and improve scores
- Act as the 'Voice of Customer' in the product proposition development process.
- Collaborate with technology and transformation teams to identify opportunities to leverage technology, digital tools, and automation to enhance the customer experience.
- Continuously evaluate and refine processes to ensure the delivery of best-in-class customer experiences.
- Work closely with actuarial, underwriting, marketing, and sales teams to ensure product features align with regulatory requirements, market demands, and profitability goals.
- Provide the customer perspective to product design decision-making through market analysis and customer research.
- Stay informed about market trends, cultural nuances, and customer expectations
- Drive a culture of customer research and market insights capture to develop marketing strategies that are aligned to the business priorities.
Qualifications The position requires a leader who is flexible and comfortable operating in a rapid growth environment and dealing with ambiguity. The role has a high degree of independence in making assessments and taking decisions in line with overall company and Chubb Group functional strategy.
- Bachelor's degree in business, marketing, data Analytics or similar.
- 10 years of professional experience in the life insurance industry sector
- Strategic thinker with a customer-first mindset and a passion for delivering exceptional experiences.
- Proven experience in the Asia market, with a strong understanding of regional customer behaviors and cultural nuances.
- Strong analytical skills with expertise in data analysis, customer segmentation, and predictive modeling
- Proficiency in customer analytics tools, CRM platforms, and data visualization software.
- Problem recognition and proactive implementation of effective solutions, ability to provide innovative and constructive advice, and flexibility in developing alternative solutions.
- Adapt to changing conditions.
- Uses clear language - precise and explain complex topics concisely.
- Excellent communication and presentation skills, with outstanding influencing skills to a wide range of internal and external stakeholders and senior management.