Platforms Lead - Major Accounts
The AVP/VP, Major Accounts Platforms will own the customer experience across various initiatives within Chubb Major Accounts. This role will focus on system design, functional flows, user journeys, and process engineering to deliver seamless and innovative customer experiences for both internal and external customers. Reporting to the SVP, Major Account Client Services & ESIS Customer Experience, the ideal candidate will be a creative problem-solver with a strong ability to learn and adapt to the business areas they support, ensuring alignment with Chubb’s vision for exceptional client service. Key Responsibilities: Collaborate with the SVP to develop and execute customer experience strategies across Major Accounts, ensuring alignment with Chubb’s vision and competitive positioning. Working with customers and cross-functional stakeholders, create and demo prototypes for hand off to UI team for finalization. Collaborate with UI teams in development of final designs. Conduct user focus groups / interviews to develop customer journey maps, to understand pain points, and to identify opportunities for improvement across customer touchpoints. Create / enhance user journeys and define functional flows to support innovation in internal and external platforms and initiatives. Develop and refine process maps to optimize workflows and enhance the overall customer experience. Support the development and enhancement of customer-facing platforms, ensuring intuitive and user-friendly experiences. Draft communications, create/update marketing materials, and coordinate pilot and launch communications and activities (where applicable). Develop/support updates to content for requests for proposals, stewardship meetings, various client meetings, and senior leadership presentations as it relates to platforms and the customer experience. Act as a key liaison between the SVP and cross-functional teams, ensuring customer experience initiatives are prioritized and executed effectively. Coach and train internal teams on customer experience best practices, fostering a culture of continuous improvement and innovation. Bachelor’s degree in Business, Design, MIS, or a related field 8 years of experience in customer experience, client services, product management, or related roles, preferably within the insurance or financial services industry. Proven track record of designing prototypes, functional flows, user journeys, and process maps to improve customer experiences. Strong ability to learn and adapt to new business areas, with a focus on understanding client needs and operational workflows. Excellent communication and presentation skills, with the ability to influence stakeholders at all levels. Strategic thinker with a hands-on approach to problem-solving and process improvement. The pay range for the role is $135,600 to $230,600. 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 on our careers website . The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled. 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.
