APAC Consumer Servicing Transformation Lead

Chubb; Kuala Lumpur; On-site; MYR 240,000 - 400,000; Full time

Job summary

Chubb in Kuala Lumpur is seeking a Consumer Servicing Delivery Lead to drive large-scale transformations across APAC Consumer Operations. You will own end-to-end change initiatives, migrating from traditional touchpoints to digital and voice self-service ecosystems, delivering measurable value.

The role emphasizes data-led decision making, governance, and cross-functional alignment, working with metrics and analytics to ensure benefits are realized, costs reduced, and customer journeys

Qualifications

• 10+ years of experience in operations, change delivery, or digital transformation.
• Proven end-to-end change management and benefit realization.
• Experience with enterprise cloud voice platforms and IVR optimization; NICE CXOne preferred.

Responsibilities

• Own end-to-end delivery roadmap across APAC consumer operations.
• Lead cross-functional governance and RAID management.
• Translate regional priorities into clear requirements and user stories with data reporting.
• Drive benefit realization through rigorous business cases and KPIs.
• Design communication plans and training for go-live readiness.
• Collaborate with product owners to synchronize digital delivery with broader priorities.

Skills

Change Delivery

Change Management

Stakeholder Facilitation

Results Orientation

Problem Solving

Continuous Improvement

Job description

Chubb in Kuala Lumpur is seeking a Consumer Servicing Delivery Lead to drive large-scale transformations across APAC Consumer Operations. You will own end-to-end change initiatives, migrating from traditional touchpoints to digital and voice self-service ecosystems, delivering measurable value.

The role emphasizes data-led decision making, governance, and cross-functional alignment, working with metrics and analytics to ensure benefits are realized, costs reduced, and customer journeys