Chubb North America Contact Center has a terrific opportunity for an Associate Product Owner (APO). Reporting into our VP of Billing & Operations, this newly created role will be responsible for execution of the North America Billing Contact Center strategy and administration of the Billing CX One environment.  Chubb’s North America Billing Contact Center plays a critical role in delivering an exceptional and efficient experience to its clients, agency trading partners, and interested third parties.  As part of this organization, the APO will work closely with Chubb PRS and Commercial Operations leadership, NA Contact Center Shared Services, PRS Business Transformation team, vendor partners, and various IT and business support groups to identify, plan and drive the execution of the North America Billing Contact Center roadmap.  

Key Responsibilities  

Take ownership of, and work to optimize, the Personal and Commercial Billing IVR environment  Increase agent and client self service through the IVR Report on and make recommendations to improve Billing transactional Net Promoter Score feedback Oversee use of, and make recommendations related to, CX One applications such as Performance Manager, Gamification, and Interaction Analytics Work with Chubb IT and NA Contact Center leadership to optimize API integration into CX One Identify and implement ways to reduce mis-directed calls in the Billing environment Analyze Dispositions and Tags in order to identify incoming call trends, ensure appropriate usage of Dispositions and Tags, and make recommendations for improvements in the Billing Contact Center environment Coordinate emergency and holiday messaging for Contact Center leaders Coordinate and/or perform UAT testing on CX One platform as needed Verify and document the as-is capabilities, key touch points, volume drivers, and customer experience journeys across business and IT stakeholders to assess gaps and evaluate needs.  Partner with Chubb teams (telephony, data, workflow, desktop, architecture, data engineering, data governance) to vet capabilities, and implement solutions.  Provide direction to agile development teams and stakeholders, crafting requirements and delivering business capabilities and benefits.  Ensure customer-driven design in contact center interactions, including driving up self-service capabilities, addressing pain points and incorporating data, analytics, usability, and customer feedback.  Utilize market and industry knowledge and experience to deliver well-positioned products.  Own mitigating impediments impacting completion of release/sprint goals.  Contribute to transformative design and strategic implementation at the project level, ensuring open communication with all stakeholders.  Bachelor's degree (preferred).  7+ years of contact center or Insurance Operations experience, with preferred knowledge of Agile Practices, and Cloud Contact Center capabilities.  Proficient, yet evolving knowledge of contact center technologies and industry trends.  4+ years of experience owning a product from inception through design, implementation and launch and/or playing an active role in such work.  Proficient in insurance business and processes, with expertise in how insurance systems support business processes (preferred).  Strong influence management skills, including effective partnering, motivating, critical thinking, challenging conventional thinking, and gathering unique business insights.  Effective communicator with the ability to drive successful outcomes across business units in a matrixed organization.  Results-oriented, initiative-taker with the ability to champion change and balance multiple projects.  Analytical, and creative thinking individual with a vision who can confidently express complex ideas in an articulate, concise manner.  Demonstrates ownership and accountability, with the ability to effectively chart a path forward.  Adept analytical person who can elicit and communicate understanding of variables impacting business unit performance.