Claims Experience Lead

Profile

Claims Experience Lead','351742','!*!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.

 

Who You Are / Have

An Experience expert – someone who champions a progressive approach to what’s possible with digital experiences and the experiences brands should aspire to provide for insureds leveraging data and insights, and Voice of the Customer learnings

You know how to deliver across the full Experience spectrum of insight, design, implementation, testing, measurement and optimization

You have strength in multi-disciplinary skills such as Digital, Creative, Social, Messaging and Experience unified by a shared ambition to inspire ideas that engage our customers, employees and experiences using digital assets, search engine optimization (SEO), email, social, video, and content marketing

You can define what an experience needs to be and the problems it solves – creating a holistic vision delivering differentiated digital experiences to customers and employees

You know how to manage SEO strategies and .com assets, content journeys, to drive adoption, conversion and continuous improvement

You have deep expertise in human-centered design and empathetic understanding of the consumer and the employee.

 

What you will do

Own the improvement of Claims chubb.com instances globally, driving usage, digital claims asset placement, and continuous optimization

Ensure that the claims digital experiences are always measurable, from both a behavioral data perspective as well as a usability perspective, so that Claims can quantify, manage and optimize its digital assets

Work closely with a wide variety of Claims teams to ensure that digital assets and strategies and recommendations are insight driven & data led

Work with development and design teams to drive the implementation, adoption and conversion of digital experiences

Lead, coach and support in the design and optimization of Claims digital assets, design, content, and tracking

Work with teams across NA and COG Claims to build customer self-service experiences, integrating those experiences across many touch points and pave the path towards a personalized and integrated digital user experience

Coach, advise and train on A/B and multivariate tests of claims digital assets

Identify pain points and opportunities for experiences across mobile, messaging, social and other emerging channels

Facilitate claims digital adoption programs, capturing the demand and progress to the right journey for customers and intermediaries

Benchmark leading customer experiences across industry and also within competitive space

Conduct current-state audits of existing web/mobile and other digital assets and recommend opportunities to improve

Understand customer needs, perform competitive analysis, user testing and develop insights to aid the development of digital experience strategies

Repurpose and distributes claims content through digital channels

Utilize content management system (CMS) and Marketing Automation Platforms to create and promote Claims landing pages and related assets.

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Knowledge of User Experience (UX) principles and methodologies

5 years of digital marketing experience in multiple channels including web, mobile, search, email, social, and content marketing

5 years of recent search optimization (SEO) experience

Demonstrated knowledge and experience with personas and claims journeys

Experience with natural search planning and implementation

Strong domain knowledge of Digital Technologies, UX, Search Technology, Design Led Thinking, Customer Experience (CX) Strategy, and Voice of the Customer

Knowledge and experience of data platforms such as Google Analytics, Adobe Analytics & Google Search Console

Experience successfully applying insights as part of a ‘test and learn’ approach

Understanding of core web design, with a background in creating user flows, process flows & experience maps

Understanding of tools such as Adobe Experience Manager or a similar CMS

Agile or sprint-based approach, willing to work in real time supporting claims experiences.

In New York City, NY and Jersey City, NJ the pay range for the role is $101,000 to $172,000. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program.  Chubb offers a comprehensive benefits package, more details on which can be found at https://careers.chubb.com/global/en/north-america.  This range is specific to New York City, NY and Jersey City, NJ and may not be applicable to other locations.

','!*!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 retaliationagainst any individual who reports discrimination or harassment.  ','!*!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 retaliationagainst any individual who reports discrimination or harassment.  ','','','New York','10036','USA-New Jersey-Jersey City','Claims','Yes, 25 % of the Time','Dec 6, 2022','Claims Experience Lead

Company info

The Chubb Corporation
Website : http://www.chubb.com/