Customer Experience Lead

4 weeks ago

London, United Kingdom Chubb INA Holdings Inc. Full time

Do you have experience in leading CX initiatives, analysing customer data and providing innovative solutions in a customer experience or customer insight related role?

If you are interested in joining one of the largest commercial insurers in the world with excellent employee benefits and growth opportunities, then we would love to hear from you

This role supports the Chubb Customer Experience (CX) department in meeting the strategic aim of growing and maintaining our customer experience programme. Taking the lead on all things CX related working across the business and regions to enhance and develop the CX programme raising awareness of initiatives and key improvements.

You are the Voice of the Customer program for the region, working closely with both the Global CX team and your regional counterparts.

This role has specific responsibilities to work with all core business areas and countries to ensure emerging issues are identified and remediated.

Hybrid approach to home/office working will be on offer.

**KEY RESPONSIBILITIES**:
Seek to research and maintain an in-depth knowledge of existing business processes and identify areas for potential process and customer touchpoint improvement by analysing, mapping and enhancing the customer journey.

Play a central role in being the voice of the customer for Chubb, take responsibility for understanding our customers at every touch-point and interaction that they have with our brand

Lead all CX related initiatives, taking a pro-active and dynamic approach.

Produce reports and presentations, facilitate workshops and meetings with the business partners and their delegates to elicit requirements and understanding and negotiate solutions where necessary.

Identify, and take ownership of the research plan covering continuous and ad hoc customer journey research (including sales, onboarding, service, loyalty)

Lead and oversee output from research, triangulating with all available internal resources to deliver insight and recommendations

Maintain and track the implementation of recommendations throughout the business in order that progression does not stall

Provide monthly and quarterly reports with key business metrics and insights to senior partners while building and maintaining strong working relationships with senior partners

Maintain and promote usage of the internal CX library, Undertake detailed analysis and define solutions providing meaningful insight into the customer journey.

Development of research based surveys at varying points of the customer journey to generate overall customer satisfaction scores and NPS.

Monitoring customer, competitor and market trends to influence change and drive practical insights in the business.

**Qualifications**:
**EXPERIENCE & SKILLS REQUIRED**:
Proven ability to undertake research and analysis and define practical solutions

Previous experience of working to develop customer experience journeys including digital journeys

Experience leading on CX related projects and initiatives and familiar with NPS Surveying and CSAT surveying

Financial services Experience is essential, Insurance experience desirable

Ability to manage internal and external relationships, excellent Presentation Skills and resilient with proven ability to handle conflicting priorities

Commercially focused, Excellent verbal and written communication

Experience calculating ROI and benefits

Ability to produce complex reports on a number of mediums

WE OFFER IN RETURN

Competitive salary & pension scheme, 25 days annual leave plus ability to purchase 5 additional days, Private Medical cover, Employee Share Purchase Plan, Life Assurance, Subsidised gym membership, Comprehensive Learning & development offerings, 1 day annual Charitable leave, Cycle to work scheme, and Employee Assistance program.

INTEGRITY. CLIENT FOCUS. RESPECT. EXCELLENCE. TEAMWORK

Our core values dictate how we live and work. We’re an ethical and honest company that’s wholly committed to its clients. A business that’s engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that’s collaborative and supportive.

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