Chubb Life Global Office: Customer Service Product Owner
Chubb · Singapore
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.