Global Data Analytics Lead (Customer Experience) (DT) at Chubb in New York, New York

Job Description:

There is magic happening in cross-functional teams to innovate, iterate and solve customer problems at a rapid pace. We’re building upon our strength of delivering superior coverage, craftsmanship, and customer experience by leading the modernization of what insurance does and how we deliver it in a digital way. This means technology infused into the business, technology experts at the same table with our insurance craftspeople taking an “engineers of everything” mentality to deliver the world-class customer experience that sets us apart.  In addition to your job title, by being a part of this digital transformation of Chubb, you will be a “transformer” at the forefront of driving change in an agile working pod. Here is how some of our current “transformers” are describing how they feel about their experience in our agile working pods: invigorated, heard, motivated, supported, and valued.

Want to know more about how you can be a part of the magic? Here’s what we’re looking for.

Chubb is looking for a Global Data Analytics Lead to be an integral part of Customer Experience Transformation for Chubb. In this newly created and globally focused 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. It’s that meaning that will directly influence how we engage with and support our customers, brokers, and agents on a global scale each and every 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 business on a global scale.

In this role, you will:

• Conduct a regular deep dive of customer feedback at global, regional, and country level to capture the trends, sentiments and build a robust Global Customer Experience (CX) Analytics plan to provide a synthesis of Chubb’s Global state of CX


• Develop Global CX dashboards with key performance metrics, benchmarks, and targets to monitor project and operational health


• 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) from all customer feedback channels and utilizing driver analysis


• Build a linkage models connecting customer experience metrics with Chubb operational and business outcome metrics and datasets, to enable deeper understanding


• 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


• Partner with our digital transformation analytics team to respond to hypotheses on customer experience, conduct ad-hoc analysis and report on the CX impact of key digital improvement 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 

• Bachelor’s Degree in Business Marketing, Market Research, or a related field


• Minimum of 4 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 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, Clarabridge, Stratifyd, Optimizely, Full story, Google Analytics desirable


• Preference for advanced analytics including conjoint analysis, multivariate testing, and experience with SPSS and/or other statistical analysis packages is ideal

About Us:

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.

What we Bring

• Dynamic Hybrid – flexible work arrangements


• Competitive offer packages which include a competitive base salary bonus and equity (for applicable roles)


• Employee stock purchase plan (15% discount)


• Comprehensive benefits that start day 1


• Retirement savings plan (Chubb contributes 9% on your behalf)


• Investment in education program- Tuition reimbursement program


• Charitable gift matching programs


• Mentorship programs to help you grow your career