Posted in General Business 30+ days ago.
Type: Full-Time
The Head of Digital Service, Experience & Analytics reports to the Head of Digital Operations and Customer Experience in the Global Operations organization. This leader has firm wide oversight of Chubb’s CX & Digital Operations and is responsible for defining, analyzing, and designing Chubb’s customer experience and digital operations strategy, turning it into an actionable experience blueprint with methods to create customer value.
The role calls for a seasoned digital customer service and experience leader who can connect complex business problems and technology solutions through the lens of digital service, operations and experience management. This leader will work to create business value, reduce complexity, drive efficiency and continuously evolve experience management & digital dexterity through user facing capabilities. Success in this role requires a true change agent who can elevate the digital and technology landscape.
The role
Deliver through partnerships with IT, IPA Program Transformation Leaders, Operations functional leads & Digital SMEs, operational productivity, process automation & enablement capabilities/tools at a global scale, via digitization and automation. Define, drive & evolve the strategy for digital experience management best practices, processes, dependencies and capabilities integrated into various journeys, including but not limited to User (UX), Customer (CX), Multi-experience (MX), Employee (EX).
Contact strategies and program planning: Develop multichannel operational and service strategies, lifecycle plans, and detailed tactical plans guiding digital/automation execution, including messaging frameworks, contact cadence, behavioral triggers and other executional guidance.
Digital service strategy and tactical guidance: Work with internal operations and service functions to develop, measure and optimize the performance of customer service programs across email, messaging platforms, mobile, web, social media, and emerging digital channels.
Customer and market insights: Use internal and external data, industry insights, 1st and 3rd party research and a variety of quantitative tools to become intimate with and advocate for Chubb’s customers.
Thought leadership and innovation: Help internal teams understand emerging digital operations/service trends, apply best practices and pursue innovations in digital customer service.
Performance analysis: Define automation/digital performance metrics and measurement plans inclusive of adoption. Analyze and visualize data to reveal trends in performance and customer behavior, and identify key opportunities based on analysis.
Access: Innovate and accelerate digital service models and address the changing business conditions, while delivering great customer service digital experiences. This involves:
Enable Dynamic Customer Journeys: Use deep ML/Data Science/Behavioral Data to predict and drive connected experiences that anticipate separate and/or interdependent needs. This involves introducing Next Best Action and use of artificial intelligence/machine learning to translate customer feedback while also identifying, defining and piloting new or emerging channels such as conversational AI, Visual IVR, voice assisted devices, augmented reality etc.
Establish Customer Centric Discipline in service innovation and product design, while driving design as a core discipline throughout the organization: Build interconnected disciplines of User Research, User Experience, Visual Interface Design, Prototype and Usability Testing in product design and customer experiences for digital service and operations.
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