PRS Contact Center - Associate Product Owner

Chubb Personal Risk Services currently has a terrific opportunity for an Associate Product Owner (APO). Reporting into the Head of Agency Services, PRS Operations, and matrix reporting into VP, NA Contact Center Product Owner, this newly created role will be responsible for execution of the contact center transformation roadmap within the PRS Operations organization. 

PRS’s contact center teams play a critical role in delivering an exceptional and efficient customer experience to its clients, and agency trading partners. As part of this organization, the APO will work closely with Operations leadership, NA Contact Center Shared Services, PRS Business Transformation team, vendor partners, and various IT and business support groups to identify, plan and drive the execution of the contact center transformation roadmap.  

Key Responsibilities  

• Develop and execute the PRS contact center transformation vision and target operating model. 
• Verify and document the as-is capabilities, key touch points, volume drivers, and customer experience journeys across business and IT stakeholders to assess gaps and evaluate needs.
• Identify project scope, create, and manage pipeline and inflight initiatives progress, and prioritize features/outcomes according to business value.
• Work in partnership with other [associate] product owners, PRS Customer Experience, and IT to define the features and outcomes of the project, including success and acceptance criteria. 
• Partner with Chubb teams (telephony, data, workflow, desktop, architecture, data engineering, data governance) to vet capabilities, and implement solutions. 
• Provide direction to agile development teams and stakeholders, crafting requirements and delivering business capabilities and benefits. 
• Ensure customer-driven design in contact center interactions, including driving up self-service capabilities, addressing pain points and incorporating data, analytics, usability, and customer feedback.
• Utilize market and industry knowledge and experience to deliver well-positioned products. 
• Own mitigating impediments impacting completion of release/sprint goals. 
• Contribute to transformative design and strategic implementation at the project level, ensuring open communication with all stakeholders. 

• Bachelor's degree (preferred).
• 7+ years of contact center or Insurance Operations experience, with preferred knowledge of Agile Practices, and Cloud Contact Center capabilities. 
• Proficient, yet evolving knowledge of contact center technologies and industry trends. 
• 4+ years of experience owning a product from inception through design, implementation and launch and/or playing an active role in such work. Proficient in insurance business and processes, with expertise in how insurance systems support business processes (preferred). 
• Strong influence management skills, including effective partnering, motivating, critical thinking, challenging conventional thinking, and gathering unique business insights. 
• Effective communicator with the ability to drive successful outcomes across business units in a matrixed organization. 
• Results-oriented, initiative-taker with the ability to champion change and balance multiple projects. 
• Analytical, and creative thinking individual with a vision who can confidently express complex ideas in an articulate, concise manner. 
• Demonstrates ownership and accountability, with the ability to effectively chart a path forward. 
• Adept analytical person who can elicit and communicate understanding of variables impacting business unit performance. 

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 e