VP, Service Delivery Design Lead

The VP, Service Delivery Design Lead is a hands-on senior leader within Chubb’s Transformation & Delivery Office, responsible for designing, improving, and measuring the experience of a new agent service capability. This capability is purpose-built to make it easy and simple for agents to quickly create bindable quotes, reducing friction, improving speed, and enhancing the experience for Chubb’s distribution partners.

This leader will drive near-term enhancements using internal resources while partnering with external experts to define and execute a longer-term target state. In parallel, this role owns Chubb’s approach to measuring and responding to agent experience by establishing NPS programs, surveys, and other feedback mechanisms that bring the voice of the agent into ongoing design decisions.

The ideal candidate brings a strong combination of service design, product thinking, and execution discipline, along with a genuine passion for simplifying complex processes and delivering meaningful outcomes for agents.

*The title and career band/level for this position are flexible based on the candidate's experience.

Key Responsibilities

Agent Service Capability Design & Ownership

• Own the end-to-end design of the agent service capability, spanning the full journey from simple submission to bindable quote.

• Drive and prioritize near-term capability enhancements in collaboration with internal business, product, and technology teams.

• Define and evolve the capability's design principles, service flows, and agent interaction model.

• Ensure the capability remains intuitive, efficient, and valuable to agents as it evolves.

• Serve as the design authority for this capability, making and communicating clear design decisions that keep the team aligned and moving forward.

Strategic Target State Definition

• Partner with an external consulting firm to define the long-term target state of the agent service capability.

• Translate strategic ambitions into a clear, well-sequenced design roadmap that the organization can execute against.

• Balance tactical near-term improvements with disciplined, forward-looking design decisions that preserve long-term flexibility.

• Help internal stakeholders understand the path from current state to target state, including key milestones, trade-offs, and dependencies.

• Maintain strong design governance over the work produced by the consulting partner, ensuring alignment with business intent and Chubb's operating context.

Agent Experience Measurement

• Own the agent experience measurement framework for the capability, defining the right signals, methods, and cadence.

• Design and manage NPS programs, post-interaction surveys, and other structured feedback mechanisms.

• Translate agent feedback and operational data into clear, actionable design improvements.

• Establish metrics and KPIs that reflect agent satisfaction, ease of use, task completion, and business outcomes.

• Communicate experience insights to senior stakeholders and use data to influence prioritization and design decisions.

Cross-Functional Design Collaboration

• Work closely with business, technology, product, and operations teams to deliver capability enhancements effectively.

• Serve as the primary design thought partner for all stakeholders involved in building and improving the capability.

• Facilitate alignment across internal teams and the external consulting partner, resolving ambiguity and driving decisions forward.

• Communicate design intent clearly across technical and non-technical audiences, from delivery teams to senior leaders.

• Build strong working relationships that support a collaborative, high-trust design and delivery culture.

Delivery Execution & Prioritization

• Maintain a clear, prioritized backlog of design improvements grounded in agent feedback, business priorities, and strategic direction.

• Partner with delivery teams to ensure design intent is accurately understood and faithfully executed.

• Apply practical judgment to sequence work in a way that maximizes agent value and business impact.

• Identify and actively manage design risks, trade-offs, and decisions that could affect delivery quality or long-term capability health.
   

Continuous Improvement & Governance

• Establish a regular cadence of design reviews, retrospectives, and agent feedback loops to continuously refine the cap