AVP Client Experience Senior Analyst

Personal Risk Services (PRS) is seeking a talented and experienced AVP CX Senior Analyst who will work closely with the VP Client Experience Lead implementing strategies to optimize the client experience and increase satisfaction, loyalty, and retention. The successful candidate should have a passion for customer experience and feedback to evaluate and improve interactions between Chubb and its customers. 

Key Responsibilities:

• Customer journey mapping:  Create and manage detailed maps of the customer journey to identify pain points and opportunities for enhancement.
• Metrics tracking: Monitor key CX metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), as well as key performance indicators (KPIs) to measure the effectiveness of client experience initiatives and drive continuous improvement.
• Insights Program: Help design and analyze insights surveys and other feedback collection methods from various channels to identify recurring issues and priorities.
• Data-driven insights: Analyze customer data to uncover patterns, trends, opportunities, and areas for improvement in the customer experience.
• Segmentation: Help create personalized experiences for our customer segments based on behavior, preferences, and needs to enable more targeted strategies.
• ROI calculations: Quantify the impact of CX initiatives on business outcomes to justify investments and demonstrate value.
• Competitive analysis: Benchmark Chubb’s PRS CX performance against competitors to identify areas for differentiation.
• Cross-functional collaboration: Work with other departments to integrate CX insights into product development, marketing, and operations.
• Reporting and dashboards: Create clear, actionable reports and dashboards for stakeholders at various levels of the organization.
• UX: Work with cross-functional teams to drive user-centered design practices and elevate our products and services.

• Proficiency in leveraging technology to enhance customer experiences and drive business outcomes.
• Strong portfolio showcasing UX design work and successful projects.
• Proficiency in UX design tools such as Figma.
• Solid understanding of interaction design, information architecture, and visual design principles.
• Excellent communication and presentation skills, with the ability to articulate and advocate for CX decisions.
• Ability to work collaboratively in a fast-paced, agile environment 

Education and Experience:

• Bachelor's or Master's degree in a related field
• Minimum of 5 years of success in a CX roles, preferably within the insurance or financial services industry, focusing on high net-worth clients or brands
• Experience with user research methodologies and usability testing techniques

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.
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.