Chubb currently has a terrific opportunity for an Agency Services Contact Center Associate Product Owner (APO). Reporting into VP, Head of Agency Services, PRS Operations, and matrix reporting into VP, NA Contact Center Product Owner, this newly created role will be responsible for execution and delivery of the agency services contact center transformation roadmap within the PRS Operations organization. 

PRS’s Agency Services teams play a critical role in delivering an exceptional and efficient customer experience to its trading partners. As part of this organization, the APO will work closely with Agency Services leadership, VP, NA Contact Center PO, PRS Business Transformation team, vendor partners, and various IT and business support groups to plan and coordinate the execution and delivery of the agency services contact center transformation roadmap.  

Key Responsibilities  

Aid in the development and execution of the PRS Agency Services Contact Center transformation vision and target operating model. 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. Identify project scope, create and manage pipeline and inflight initiatives progress, and prioritize features/outcomes according to business value. Aid in defining the features and outcomes of the project, including success and acceptance criteria. Partner with technology teams (telephony, workflow, desktop, architecture, data engineering, data governance) to 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 addressing pain points and incorporating data, analytics, usability, and customer feedback. Utilize market and industry knowledge to deliver well-positioned products. Play an active role in 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).5+ years of Contact Center or Insurance Operations experience, with preferred knowledge of Cloud Contact Center capabilities.Evolving knowledge of Contact Center technologies and industry trends.2+ years of experience owning a product from inception through design, implementation and launch and/or playing an active role in such work.Knowledge of insurance business and processes, with expertise in how insurance systems support business processes (preferred).Strong leadership skills, including effective partnering, influencing, motivating, critical thinking, challenging conventional thinking, and gathering unique business insights.Effective communicator with the ability to influence and drive outcomes across business units in a matrixed organization.Results-oriented, initiative-taker with the ability to champion change and balance multiple projects.Creative thinker and analytical person 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.