Role Summary:
- Design and execute end-to-end digital operating models built around key customer/employee journeys and needs in partnership with domain leads and multidisciplinary digital product owners
- Simplify business processes by analyzing current workflows, products, tools, and systems and by identifying and prioritizing solutions that drive process rationalization, reengineering and organizational alignment
- Support delivery of significant improvements in efficiency, marginal cost, customer experience, and service quality for business processes and underlying capabilities
Responsibilities:
- Create business capability models to facilitate decomposition, grouping, representation and analysis of business activities/processes across the firm’s value-chain
- Map current state processes across applicable domains or lines of business to deliver insight into customer/employee pain-points and support devising improvements
- Perform root cause analysis using appropriate tools, identify triggers, collect and analyze relevant data, isolate root causes, and design elimination strategies
- Create target state processes across applicable domains or lines or business to enable increased levels of straight through processing and allow more seamless agent/customer delivery of Chubb solutions, while freeing up Chubb resources to focus on the highest value-add tasks
- Design and support execution of hypotheses/proofs of concept as precursors to broader
- Partner with Business Intelligence/Analytics and Customer/User Experience Analytics teams to define and measure metrics/KPIs, with leading indicators clearly identified and attributed to business processes
- Support development of roadmaps that reflect customer/employee needs/gaps as well as inclusion of foundational technology capabilities and other digital enablers
- Ensure target state processes and exception-based workflows are followed, controlled, and systemically tested for quality assurance in a repeatable & scalable way
- Support conversion of target operating models and business processes into epics, user stories, business rules, and other relevant artifacts
- Understand and apply agile as a delivery method and ways of working
Functional Competencies:
- Data and facts based structured thought process and decision making
- Ability to facilitate, consult, and drive for results in a rapid-paced and changing environment
- Strong interpersonal skills, able to work collaboratively across large teams, including a proactive and 'no surprises' approach in communicating issues/requests
- Understanding of market trends and keen interest in digitization and emerging technologies
Technical Competencies:
- Prior experience in Insurance preferred
- Demonstrated ability to reimagine future-state processes by leveraging the latest technologies and staying ahead of market trends.
- Hands-on experience as a practitioner in operational excellence/effectiveness, process engineering, or continuous improvement methodologies
- Experience in digital experience strategy and design or intelligent process automation is a plus
- Lean Six Sigma certification, or other related process engineering certifications is a plus
