Chubb is a global leader in the insurance industry and provides an extensive suite of products to a wide range of clients. Delivering superior coverage, craftsmanship, and customer experience has always been at our core, and will continue to be as we modernize what insurance does and how we deliver it, all while protecting what our customers value most. Major initiatives are underway at Chubb to build on our strengths and expand Chubb’s reach in the digital insurance space. This means data-enriched processes and real-time insights embedded across our value chain, design thinking and an “engineers of everything” mentality, and a world-class customer experience that sets us apart. We are also reimagining our ways of working to be more adaptable and flexible through agile principles and investing in skillset development and tools for a digital age.

Chubb is looking for a Claims Customer Experience (CX) Lead Data Analyst to be an integral part of CX Transformation for Chubb. In this newly created role, you'll leverage your keen analytical skills, curiosity, and ability to identify both impact drivers and data patterns, connecting the data itself to business objectives in a meaningful way. These insights will directly influence how we engage with and support our customers, brokers, and agents each day. We want to tap into your passion for data and your ability to connect and synthesize it to provide insight into business operations. With us, you’ll have the opportunity to translate complex data analytics into actionable insights that business leaders leverage to support and grow our claims experience. You will work directly for the AVP of Claims Experience to help grow the CX function within the North America Claims organization, aiming to build a culture of customer-centric, digital-first transformation.

In this role, you will:

• Develop an understanding of business objectives, risks, issues, and opportunities to ensure research efforts are supportive of business decision-making and are actionable by executive leadership
• Conduct regular deep dives of customer feedback within the claims experience to capture the trends, sentiments and build a robust Customer Experience (CX) Analytics plan that helps to align stakeholders on the customer and business goals that matter most

·Ensure actionability of insights through cross-functional collaboration

• Become an expert user of Chubb’s CX Management Platform, help enhance the reporting dashboards, combining structured and unstructured data (including, enhancing text analytics coverage) utilizing driver analysis
• Connect customer experience metrics with Chubb operational and business outcome metrics and datasets, to enable deeper understanding of behaviors and drivers
• Support the customer experience improvement vision by analyzing multiple sources of CX data, including benchmarks, targets demographics and internal operational data to drive actionable, data-driven recommendations that address consumer needs and strategic priorities
• Conduct ad-hoc analysis on the CX impact of key digital improvement claims initiatives tracking their progress and effectiveness through iterative analysis of pilots and large-scale implementation results
• Craft insight-driven stories and proactively share visually inspiring reports and dashboards across the organization 
• Ensure survey research studies measure and report on actionable metrics and insights yielded using the highest methodological and scientific standards for design, assessment, quality control, and analysis

• Bachelor’s Degree in Business Marketing, Market Research, or a related field
• Minimum of 5 years of experience in advanced analytics, insight generation, or market research, preferably in a geographically dispersed and matrixed organization. Ideal if in the finance and/or insurance space
• Proficient in the analysis of both quantitative and qualitative research methodologies
• Proficient in Microsoft Office, particularly Excel and PowerPoint; experience with data visualization and reporting tools such as QlikView, Tableau, Power BI a plus
• Experience in analyzing unstructured data (text analytics) for rule-based categorization and sentiment analysis
• Prior background in CX Management Platforms, Text Analytics and digital analytics and testing tools, such as: Qualtrics, Medallia, Optimizely, Full story, Google Analytics desirable
• Agile or sprint-based approach, willing to work in real time supporting claims experiences.

The pay range for the role is $92,500 - $158,000. 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/north-america. The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.