Cx/ux analyst - united states, zaranj

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.

the vision for this role is to design amazing user experiences to solve customer problems by bringing together user experience, creative design, and data analytics. this role will be an analyzer (of data and patterns), connector (of information from multiple channels and functions), creator (of actionable insights) and advisor (to the business partners).  



profile of the ideal candidate

solid understanding of data analytics techniques with strong analytic capabilities necessary to provide insights and recommendations based on those insights analytics expert who is excited by data and its ability to unlock customer insights and provide ways of improving the customer experience critical thinker who is open minded to what data can bring forth and thrive in an environment that requires strong problem-solving skills facilitator of strategic, customer-centric decision making through your analysis and enjoy collaborating with business stakeholders proven ability to meet tight deadlines, with supervision, in a fast-paced and innovative environment

what you will do

support the customer experience improvement vision by analyzing various sources of data and conducting tailored analyses, delivering actionable insights at a regular cadence to leaders and stakeholders research and identify industry trends and bring best practices to the customer experience organization analyze and provide insights to improve the adoption and engagement rate of consumers for a particular channel. work with cross-domain leaders to respond to hypotheses on customer experience, using data that you oversee direct development of analytical/statistical models, procedures and process to drive deep insights of the customer’s experience with chubb’s products, and present these insights effectively to leadership turn analytical insights effectively into business solutions, partner with business stakeholders in tracking their progress and effectiveness through iterative analysis of pilots and large-scale implementation results work closely with the cx team members and other members of the experience teams to help forge common understanding of the commercial decisions/impacts and the client propositions proposed, including scoping out new and creative external data, and future looking tools to support customer needs

foundational skills: 

deep analytics knowledge and experience, with the ability to effectively understand data, analyze results, draw insights and conclusions, and recommend appropriate actions in an atmosphere of fact-based decision-making demonstrated experience successfully planning, organizing, managing data, creating analytics plans, and executing plans on a project by project basis ability to access data, interpret data and work with it to create robust reporting demonstrated ability to use existing customer data to prioritize customer experience initiatives and communicate the approach effectively to the business strong interpersonal and communication skills, ability to work collaboratively across large teams strong presentation skills, both verbal and written advanced knowledge of insurance, including policy, coverage, claims, and regulation is a plus

technical skills:

strong analytical background with knowledge of excel & sql, as well of relational databases, data structures & relationships experience with data visualization and reporting tools such as qlikview, microsoft bi or cognos is a plus ability to work within an agile operating model and with agile teams and programs proficient in tableau and excel as it relates to visualizing data and reporting experience with commercial package business/property/casualty insurance is a plus experience with medallia for customer experience management or other similar tools a plus experience in reporting and ad-hoc analysis within a digital customer experience environment, preferably in a geographically dispersed and matrixed organization. ideal if in the finance and/or insurance space

education

background in business, analytics, statistics, project management or technology

or

bachelors or masters degree in analytics, statistics, finance, business, or technology

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