Leader of Experience Lab

Join us in a pioneering role that will revolutionize how we gather experience data, derive insights, and innovate solutions to reinvent our business. 

As our Leader of Experience Lab, you’ll play a highly visible role leveraging your leadership expertise in UX research and behavioral analytics to develop and implement strategy around experiential data collection and analysis to derive insightful narratives that directly impact our business. You’ll engage with senior leaders to facilitate both strategic and tactical discussions, marrying your business acumen with your technical expertise to advance our customer and user insights capabilities. You’ll act as a champion user/customer research and behavioral data (UX analytics), covering the full spectrum of strategic frameworks, tactics, and business applications as you execute high profile customer experience research initiatives, develop and enhance UX measurement practices and standards across, and evolve our Experience Research and Measurement maturity and evolution across our global enterprise and throughout the insurance lifecycle. 

Your role will be broadly focused, encompassing: 

• Experience Research as you:
  • Develop and continuously enhance user experience research standards, methods, and tools, incorporating industry trends, company-specific use cases, and community feedback
  • Lead and mentor junior member(s) of the Lab team and coach practitioners, learners, and leaders across the global enterprise, advocating for the value of UX research
  • Grow, maintain, and nurture the global research community through active facilitation of office hours and forums while providing expert research advice
  • Oversee research projects in the pipeline, determine and recommend the most efficient and effective research approaches to meet business needs. Guide business areas through the appropriate UX process
• Experience Measurement where you:
  • Advise domain leaders, product owners, and business partners on establishing a set of metrics by analyzing key moments in transactional user journeys
  • Develop standard templates for real-time UX metrics and insights dashboard
  • Develop and execute a multi-year roadmap to build an enterprise-wide experience insights engine that can effectively translate findings into actionable insights that influence decision making and business optimizations
• Product Ownership where you:
  • Take ownership of the annual Experience Research and Measurement roadmap, and execute in alignment with our vision, objectives, and goals
  • Promote the adoption of the Experience standards through roadshows, internal communication, and networking
  • Take ownership of, build, and manage the intranet and resources portal to actively promote the UX research and measurement assets
  • Assist with or lead the preparation of executive and senior communications, including monthly reporting provided to senior management
  • Facilitate the engagement requests, manage pipeline, and execute enablement and acceleration activities. Manage vendors for research and analytic platforms

• 10+ years of relevant experience in UX research, behavioral analytics and UX measurement, leading both qualitative and quantitative user experience research; insurance industry experience preferred
• Bachelor's degree or higher in psychology, neuroscience, HCI, economics, statistics, or a related field 
• Experience in product development, technology and/or marketing/product operations preferred
• Demonstrated experience conducting and analyzing user experience research projects (e.g., interviews, focus groups, moderated / unmoderated usability testing)
• Proficiency in analyzing and configuring behavioral analytics (e.g., Google Analytics, Hotjar, FullStory).
• Ability to apply statistical rigor (e.g., sampling, stratification, quality screeners), comprehend data effectively, analyze results, derive insights and conclusions, and recommend suitable actions
• Proven ability to strategize, think tactically, and analytically, with a knack for solving complex problems and delivering tangible business value
• Experience as a change agent in digital transformation preferred

In Jersey City, NJ the pay range for the role is $160,000 to $195,000. 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/us-benefits.  This range is specific to Jersey City, NJ and may not be applicable to other locat