JOB DESCRIPTION

Chubb currently has a terrific opportunity for an Agency Services Contact Center Associate Product Owner (APO). Reporting into VP, Head of Agency Services, PRS Operations, and matrix reporting into VP, NA Contact Center Product Owner, this newly created role will be responsible for execution and delivery of the agency services contact center transformation roadmap within the PRS Operations organization.

PRS's Agency Services teams play a critical role in delivering an exceptional and efficient customer experience to its trading partners. As part of this organization, the APO will work closely with Agency Services leadership, VP, NA Contact Center PO, PRS Business Transformation team, vendor partners, and various IT and business support groups to plan and coordinate the execution and delivery of the agency services contact center transformation roadmap.

Key Responsibilities

• Aid in the development and execution of the PRS Agency Services Contact Center transformation vision and target operating model.
• Verify and document the as-is capabilities, key touch points, volume drivers, and customer experience journeys across business and IT stakeholders to assess gaps and evaluate needs.
• Identify project scope, create and manage pipeline and inflight initiatives progress, and prioritize features/outcomes according to business value.
• Aid in defining the features and outcomes of the project, including success and acceptance criteria.
• Partner with technology teams (telephony, workflow, desktop, architecture, data engineering, data governance) to implement solutions.
• Provide direction to agile development teams and stakeholders, crafting requirements and delivering business capabilities and benefits.
• Ensure customer-driven design in contact center interactions, including addressing pain points and incorporating data, analytics, usability, and customer feedback.
• Utilize market and industry knowledge to deliver well-positioned products.
• Play an active role in mitigating impediments impacting completion of release/sprint goals.
• Contribute to transformative design and strategic implementation at the project level, ensuring open communication with all stakeholders.

QUALIFICATIONS

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.