Job Information
Chubb Leader of Experience Lab in Jersey City, New Jersey
JOB DESCRIPTION
Join us in a pioneering role that will revolutionize how we gather experience data, derive insights, and innovate solutions to reinvent our business.
As our Leader of Experience Lab, you'll play a highly visible role leveraging your leadership expertise in UX research and behavioral analytics to develop and implement strategy around experiential data collection and analysis to derive insightful narratives that directly impact our business. You'll engage with senior leaders to facilitate both strategic and tactical discussions, marrying your business acumen with your technical expertise to advance our customer and user insights capabilities. You'll act as a champion user/customer research and behavioral data (UX analytics), covering the full spectrum of strategic frameworks, tactics, and business applications as you execute high profile customer experience research initiatives, develop and enhance UX measurement practices and standards across, and evolve our Experience Research and Measurement maturity and evolution across our global enterprise and throughout the insurance lifecycle.
Your role will be broadly focused, encompassing:
Experience Research as you:
Develop and continuously enhance user experience research standards, methods, and tools, incorporating industry trends, company-specific use cases, and community feedback
Lead and mentor junior member(s) of the Lab team and coach practitioners, learners, and leaders across the global enterprise, advocating for the value of UX research
Grow, maintain, and nurture the global research community through active facilitation of office hours and forums while providing expert research advice
Oversee research projects in the pipeline, determine and recommend the most efficient and effective research approaches to meet business needs. Guide business areas through the appropriate UX process
Experience Measurement where you:
Advise domain leaders, product owners, and business partners on establishing a set of metrics by analyzing key moments in transactional user journeys
Develop standard templates for real-time UX metrics and insights dashboard
Develop and execute a multi-year roadmap to build an enterprise-wide experience insights engine that can effectively translate findings into actionable insights that influence decision making and business optimizations
Product Ownership where you:
Take ownership of the annual Experience Research and Measurement roadmap, and execute in alignment with our vision, objectives, and goals
Promote the adoption of the Experience standards through roadshows, internal communication, and networking
Take ownership of, build, and manage the intranet and resources portal to actively promote the UX research and measurement assets
Assist with or lead the preparation of executive and senior communications, including monthly reporting provided to senior management
Facilitate the engagement requests, manage pipeline, and execute enablement and acceleration activities. Manage vendors for research and analytic platforms
QUALIFICATIONS
10
ABOUT US
Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.
At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity