Omnichannel Customer Experience Product Owner - Insurance

Chubb Ltd.; Singapore; Sur place; SGD 120 000 - 180 000; Plein temps

Résumé du poste

Chubb Life Asia Services Limited in Singapore seeks a Product Owner for Customer Service to lead omnichannel strategy, aligning customer insights with product design and driving a seamless experience across touchpoints.

You will partner with Operations, Technology, Data and Marketing to boost customer satisfaction and loyalty, using NPS and market research to shape features, benefits, and competitive offerings.

Qualifications

• Bachelor degree in business, marketing, data analytics or similar.
• 10 years of professional experience in life insurance.
• Strategic thinker with a customer-first mindset.
• Proven experience in the Asia market with regional nuances.
• Strong analytical and data visualization skills.

Responsabilités

• Define target operating model for omnichannel customer service.
• Lead customer-centric product design and development.
• Collaborate with Operations, Transformation, Technology, Data and Product Development.
• Use NPS and customer feedback to improve scores.
• Act as Voice of Customer in product proposition development.
• Leverage technology and automation to enhance experience.
• Ensure regulatory, market, and profitability alignment.
• Provide customer perspective through market analysis and research.

Connaissances

Customer focus

Analytical skills

Cross-functional collaboration

Presentation skills

Customer analytics

Formation

Bachelor’s degree in business/marketing/data analytics

Outils

CRM platforms

Data visualization software

Description du poste

Chubb Life Global Office: Customer Service Product Owner

Trending

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.

Job Info

• Job Identification 28307
• Job Schedule Full time
• Regular or Temporary Regular
• Job Category Customer Service
• Business Unit Hong Kong
• Legal Employer Chubb Life Asia Services Limited