Senior CX & UX Strategist

Chubb European Group Ltd.; Chattanooga (TN); On-site; USD 95,000 - 125,000; Full time

Job summary

Chubb Benefits, A Chubb company, seeks a Senior Customer & User Experience Specialist to join a fast-paced CX team. You will bridge UX design and CX analytics, embedding the voice of the customer into projects and partnering with cross-functional teams to deliver human-centered experiences across operations, claims, and service.

The role emphasizes designing, delivering, and continuously improving user and customer experiences, leading VoC programs, creating journey maps, wireframes, and

Qualifications

• Bachelor's degree or equivalent in a related field with CX/UX certifications a plus.
• 5+ years in customer or user experience, insurance experience preferred.
• Proficiency with UX artifacts: journey maps, wireframes, personas, usability testing.
• Experience with VoC programs and data-driven decision making.

Responsibilities

• Partner with Product Owners, Process Owners, Business Analysts, and IT to embed UX/CX into project delivery.
• Lead UX deliverables including journey maps, wireframes, user flows, and personas.
• Design workshops and user research sessions with cross-functional stakeholders to surface insights.
• Own and manage Voice of the Customer programs and translate findings into actionable recommendations.
• Analyze CX data with Medallia, FullStory, and Power BI to identify friction and measure impact.
• Develop CX dashboards and reporting for operational and executive audiences.
• Collaborate across operations, claims, and contact center leadership to improve experiences.
• Leverage AI-enabled tools to enhance research efficiency and delivery.

Skills

UX Design

User Research

Data storytelling

Cross-functional collaboration

Agile / Hybrid delivery

Education

Bachelor's degree in UX Design

CX/UX certifications

Tools

Figma

Mural

Medallia

FullStory

Power BI

Job description

Chubb Benefits, A Chubb company, seeks a Senior Customer & User Experience Specialist to join a fast-paced CX team. You will bridge UX design and CX analytics, embedding the voice of the customer into projects and partnering with cross-functional teams to deliver human-centered experiences across operations, claims, and service.

The role emphasizes designing, delivering, and continuously improving user and customer experiences, leading VoC programs, creating journey maps, wireframes, and