Description

JOB DESCRIPTION

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.

Requisition #: 24218

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