SVP, Head of NA Contact Center

JOB DESCRIPTION

The Head of North America (NA) Contact Center is a key position within the Commercial and Personal Lines service organizations.

This newly created role will be instrumental in developing the strategy and initiatives to transform and digitally enable Chubb's contact center services by leveraging data, technology, people, and processes.

The primary goal is to ensure the delivery of a best-in-class customer experience for those servicing policyholders, trading partners, and internal stakeholders.

The Head of NA Contact Center will be accountable for transforming the contact center discipline across North America and for establishing strong relationships with stakeholders across multiple business units and support organizations.

This role will also hold strategic ownership and direct management of the NA billing service centers, serving as the executive owner of experience initiatives that deliver business processes and technology solutions aimed at enhancing customer and employee experiences while improving overall operational efficiency and capabilities within North American billing.

The successful candidate will demonstrate strategic vision and analytical thinking, with the ability to influence and lead the transformation within the organization.

Additionally, this role will be responsible for continuing to develop and lead a center of competency for contact centers across North American business units and support groups.

This includes driving leading competencies, aligning Key Performance Indicators (KPIs), and implementing best practices.

This leader will be a key partner to North America stakeholders and IT, representing the voice of the customer in the design, development, and execution of a "One Chubb" contact center experience.

The ideal candidate will have a proven record of successful large-scale, multi-disciplinary contact center transformations and will possess deep strategic and tactical knowledge and expertise in leading and transforming the customer engagement space.

Experience in shaping and delivering the One Chubb value proposition and maximizing organizational effectiveness and efficiency is essential.

Building and maintaining strong relationships with key business and functional stakeholders is critical to ensuring alignment of goals, anticipating changes in business needs, and achieving strong service and quality results.

This role will report to the EVP, Head of NA Personal Lines Operations.

Key Responsibilities


* Drive a "One Chubb" vision and contact center (CC) target operating model across North America.


* Strategically develop and oversee the contact center transformation roadmap.


* Oversee a centralized governance model to drive consistency in contact center experience, adoption of standards and practices, and ensure optimal governance resource utilization.


* Accountable for delivering programs that meet defined business and financial goals, including:
+ Development of ...