Chubb Life Global Office: Customer Service Product Owner

Chubb Life; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

Chubb Life in Singapore seeks a senior leader to drive deep understanding of customer behavior and experiences across the market. You will define the target-state for all customers and lead customer-centric strategies to boost satisfaction, loyalty, and engagement, ensuring life insurance products meet evolving needs.

You will collaborate with Operations, Transformation, Technology, Data, and Product Development to create seamless, personalized service, and translate customer insights into

Qualifications

• Bachelor's degree in business, marketing, data Analytics or similar.
• 10 years of professional experience in the life insurance industry sector.
• Strategic thinker with a customer-first mindset and a passion for delivering exceptional experiences.
• Proven experience in the Asia market, with a strong understanding of regional customer behaviors and cultural nuances.
• Strong analytical skills with expertise in data analysis, customer segmentation, and predictive modeling.
• Proficiency in customer analytics tools, CRM platforms, and data visualization software.
• Problem recognition and proactive implementation of effective solutions, ability to provide innovative and constructive advice, and flexibility in developing alternative solutions.
• Adapt to changing conditions.
• Uses clear language - precise and explain complex topics concisely.
• Excellent communication and presentation skills, with outstanding influencing skills to a wide range of internal and external stakeholders and senior management.

Responsibilities

• Define the target operating model for omnichannel customer service; integrating people, processes and technology to drive a seamless and scalable customer experience across all touchpoints.
• Driving a Chubb-wide customer-centric focus, ensuring that customer needs, pain points and feedback are at the centre of product design and development
• Collaborate with cross-functional and local teams (e.g. Operations, Transformation, Technology, Data and Product Development) to ensure a seamless and personalized customer service and experience
• Use customer satisfaction (e.g. NPS) to develop initiatives to address gaps and improve scores
• Act as the 'Voice of Customer' in the product proposition development process.
• Collaborate with technology and transformation teams to identify opportunities to leverage technology, digital tools, and automation to enhance the customer experience.
• Continuously evaluate and refine processes to ensure the delivery of best-in-class customer experiences.
• Work closely with actuarial, underwriting, marketing, and sales teams to ensure product features align with regulatory requirements, market demands, and profitability goals.
• Provide the customer perspective to product design decision-making through market analysis and customer research.
• Stay informed about market trends, cultural nuances, and customer expectations
• Drive a culture of customer research and market insights capture to develop marketing strategies that are aligned to the business priorities.

Skills

Customer analytics

CRM platforms

Data visualization

Market insights

Stakeholder influence

Strategic thinking

Communication skills

Cross-functional collaboration

Education

Bachelor's degree in business, marketing, data Analytics or similar.

Tools

CRM platforms

Data visualization software

Job description

Purpose of Position

In this Singapore based role, you will be responsible for driving a deep understanding of customer behavior, preferences, and experiences across the Chubb Life market. Responsible for defining the target-state for all customers, you will lead the execution of customer-centric strategies to enhance customer satisfaction, loyalty, and engagement, ensuring that our life insurance products and services meet the evolving needs of our customers.

Job Description

Purpose of Position

In this Singapore based role, you will be responsible for driving a deep understanding of customer behavior, preferences, and experiences across the Chubb Life market. Responsible for defining the target-state for all customers, you will lead the execution of customer-centric strategies to enhance customer satisfaction, loyalty, and engagement, ensuring that our life insurance products and services meet the evolving needs of our customers.

Responsibilities

• Define the target operating model for omnichannel customer service; integrating people, processes and technology to drive a seamless and scalable customer experience across all touchpoints.
• Driving a Chubb-wide customer-centric focus, ensuring that customer needs, pain points and feedback are at the centre of product design and development
• Collaborate with cross-functional and local teams (e.g. Operations, Transformation, Technology, Data and Product Development) to ensure a seamless and personalized customer service and experience
• Use customer satisfaction (e.g. NPS) to develop initiatives to address gaps and improve scores
• Act as the 'Voice of Customer' in the product proposition development process.
• Collaborate with technology and transformation teams to identify opportunities to leverage technology, digital tools, and automation to enhance the customer experience.
• Continuously evaluate and refine processes to ensure the delivery of best-in-class customer experiences.
• Work closely with actuarial, underwriting, marketing, and sales teams to ensure product features align with regulatory requirements, market demands, and profitability goals.
• Provide the customer perspective to product design decision-making through market analysis and customer research.
• Stay informed about market trends, cultural nuances, and customer expectations
• Drive a culture of customer research and market insights capture to develop marketing strategies that are aligned to the business priorities.

Qualifications

The position requires a leader who is flexible and comfortable operating in a rapid growth environment and dealing with ambiguity. The role has a high degree of independence in making assessments and taking decisions in line with overall company and Chubb Group functional strategy.

• Bachelor's degree in business, marketing, data Analytics or similar.
• 10 years of professional experience in the life insurance industry sector.
• Strategic thinker with a customer-first mindset and a passion for delivering exceptional experiences.
• Proven experience in the Asia market, with a strong understanding of regional customer behaviors and cultural nuances.
• Strong analytical skills with expertise in data analysis, customer segmentation, and predictive modeling
• Proficiency in customer analytics tools, CRM platforms, and data visualization software.
• Problem recognition and proactive implementation of effective solutions, ability to provide innovative and constructive advice, and flexibility in developing alternative solutions.
• Adapt to changing conditions.
• Uses clear language - precise and explain complex topics concisely.
• Excellent communication and presentation skills, with outstanding influencing skills to a wide range of internal and external stakeholders and senior management.