Chubb currently has a great opportunity for an Assistant Vice President, Contact Center Deputy Product Owner. Reporting to the Vice President, North America Contact Center Product Owner, this newly created role will be responsible for execution and delivery of the North America Contact Center initiatives, both strategic and continuous improvement.
The North America Operations team plays a critical role in delivering an exceptional customer experience efficiently. As part of this organization, the Contact Center Deputy Product Owner is responsible for managing a team of Business Analysts, the execution and on-time delivery of projects, and facilitates two-way open communication throughout the organization, including regularly updating stakeholders of program status and ensuring coordination and collaboration.
Key Responsibilities
Manage and lead team of Business Analysts.
Oversee and guide a growing team Business Analysts.
Define, implement, and maintain standardized best practices for requirement documentation and UAT.
Encourage and drive cross training to promote development of skillsets and encourage critical thinking and new perspectives.
Responsible for the execution and delivery of strategic and continuous improvement initiatives.
Lead onboarding meetings where new work is reviewed and estimates provided, allowing for planning, development and implementation timelines to be scoped
Review sprint by sprint performance of the team, assessing trends, resolving blockers or inefficiencies, and implementation planning to ensure the chapter is operating as efficiently as possible
Be a Subject Matter Expert for all supported lines of business by being intimately knowledgeable of all initiatives in flight, their impact on one another, and their prioritization.
Assist in the delivery of programs by ensuring effective prioritization of features and outcomes to meet defined business and financial goals, including developing customer experience standards.
Actively participate in mitigating impediments impacting the completion of Release/Sprint goals and ongoing procedural support.
Ensure coordination with technology teams (telephony, workflow, desktop, architecture, data engineering, data governance) for seamless implementation of solutions.
Assist in Strategic Roadmap Development.
Collaborate with the Vice President, Contact Center Product Owner, and other key stakeholders to assist development and maintenance of the multi-year contact center roadmap aligned with business unit and corporate goals.
Support the definition of target platforms, cost-benefit plans, and tracking progress on inflight initiatives to ensure alignment and successful execution.
Leverage market & industry knowledge as well as continual research, to develop and enable modern solutions.
Stakeholder Communication.
Develop deep relationships and foster collaboration with all supported stakeholders.
Maintain open two-way communication with multiple business and IT stakeholders to keep them informed about program status, project progress, and stakeholder coordination
Qualifications
Bachelors degree with at least 7 years contact center experience. Cloud Contact Center capabilities strongly preferred.
Experience managing a team of multiple employees, preferably in various locations.
Solid knowledge of Contact Center technologies and industry trends.
Knowledge of insurance business, processes, and expertise in how insurance systems support business processes preferred.
Exhibit strong leadership skills, including the ability to effectively partner, influence, and motivate.
Results oriented, fast paced leader who demonstrates the ability to champion change and balance multiple projects in parallel.
Effective communicator across functions with an ability to influence and drive outcomes across business units in a matrixed organization.
Creative thinker and problem solver with vision who can confidently express complex ideas in an articulate, concise manner and have an acute ability for attention to detail.
Demonstrates high levels of ownership and accountability with the ability effectively chart a path forward.
Understanding of all facets of effective human centered design and user experience including strategy, experience/interaction design, user research, metrics, and visual design.
Adept problem solver who can elicit and communicate understanding of variables that impact business unit performance.
In depth knowledge of Agile process and principles.
QUALIFICATIONS
ABOUT US
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.
