Chubb is a global leader in the insurance industry and provides an extensive suite of products to a wide range of clients. Delivering superior coverage, craftsmanship, and customer experience has always been at our core, and will continue to be as we modernize what insurance does and how we deliver it, all while protecting what our customers value most. Major initiatives are underway at Chubb to build on our strengths and expand Chubbs reach in the digital insurance space. This means data-enriched processes and real-time insights embedded across our value chain, design thinking and an engineers of everything mentality, and a world-class customer experience that sets us apart. We are also reimagining our ways of working to be more adaptable and flexible through agile principles and investing in skillset development and tools for a digital age.
Reporting to the Senior Vice President of Digital Business Transformation, the vision for this role is to utilize your experiences leading business and operational execution and implementing transformation strategies to ensure Chubbs frameworks for a digital-first business and operating model are effectively implemented, measured, adopted and scaled.
The end of the document contains a glossary with key terminology for reference.
Profile of the Ideal Candidate
You are experienced in business and operating model evaluation and design, with a track record of successfully executing business transformations and delivering quantifiable value
You understand the importance of building and implementing sustainable frameworks and are passionate about piloting, iterating, identifying and scaling what works
You draw energy from understanding and breaking complex challenges into manageable phases and then relentlessly executing; you are resilient by nature and comfortable with ambiguity
You are a 360 degree thinker, a lifelong learner and constantly assimilate information
You are a servant leader and team player who listens and is able to build trusting and collaborative relationships with stakeholders and teammates
You make data-based decision making a core way of working, you are able to constructively debate ideas, and constantly push for the best outcomes
You are deeply solutions driven, creative and tireless in finding a path forward
What You Will Do
Accountable for the successful end-to-end implementation of Chubbs Digital First business and operating model for a sub-portfolio of businesses
Build and utilize Chubbs digital business and operating model transformation frameworks to successfully evaluate opportunities, build pro-formas and financial statements with finance partners, design, MVP, operationalize, and scale the operating model
Accountable for end-to-end mobilization process including but not limited to; digital engine and product/platform operating model architecture, partnering with Talent Enablement Team, Domain Leads and Chapter Leads for staffing pods according to transformation archetypes; leading leaders through mission, charter and OKR creation and refinement; ensuring all elements of mobilization roadmap are implemented along with message platforms and value tracking in the correct sequence
An out of the box, solutions finder relentless at thinking through and evolving new and creative solutions
Implement QBR and Quarterly Sprint Planning playbooks and processes to review progress, establish priorities, understand and plan integrated resource utilization, and remove obstacles. Facilitate first review, transition to business leadership to scale while playing a challenger role
Coordinate scaling of operating model to target state, lead problem-solving for business/operating model obstacles that arise, and ensure deviations from established frameworks where necessary are gated appropriately
Identify gaps in business capabilities that may benefit from being incubated centrally, built and scaled, and then deployed and managed by the business
Attend key operating model ceremonies to ensure ways of working, escalation mechanisms, and value creation strategies are being followed; report on findings and implement plans for adjustment with leadership where required
Partner with transformation office leads to measure and monitor effectiveness and adoption of frameworks across operating model, ways of working, value chain intelligence, and performance measurement; understand, report on, and take action where reinforcement and/or adjustments are required
Accountable for gating of all MVP and Operationalized frameworks with transformation office and business leadership, and coordination of subsequent implementation
Engage with Chapter Leads, Domain Leads, and Pod Owners to ensure consistent implementation of frameworks and to ensure functioning of major operating model elements is progressing according to KPIs including QBRs, chapter health, platform and product interaction model, release planning, etc
Foster strong partnership with Agile Practices chapter and lead to ensure that best practices are being followed, escalation mechanisms are working appropriately and obstacles are escalated to senior executives for action when appropriate
Partner with key Transformation Office pillar leads to ensure talent enablement, technology, and data/analytics strategies and objectives are mutually reinforcing the operating model frameworks; ensure partner frameworks are supported and executed as appropriate within operating model
May evaluate and implement multiple transformations concurrently, and may have geographic or regional accountability
May serve as an interim domain leader, chapter leader, pod owner, or business capability owner as the transformation begins to help teams scale and experience what works firsthand
May lead a small team accountable for development of staff and coordination of activities; responsible for maintaining strong business relationships with all stakeholders so that influence leads to desired business outcomes
What You Bring
Foundational Skills:
Able to effectively and continuously (re)prioritize across multiple priorities, balancing outputs and ensuring key delivery requirements are consistently met
Ability to think critically across multiple disciplines, learn rapidly and continuously, assimilate information from disparate sources, and draw conclusions and debate ideas constructively
Ability to architect concepts and then execute tactically, measure, and iterate
Ability to build trusting and collaborative relationships with multidisciplinary teams to track and measure business outcomes
Ability to coach and build the capability of colleagues that are directly or indirectly part of the transformation
Experience solving problems using data and providing business insights, with experience driving operational improvements
Ability to work with and influence leaders across the organization
Ability to synthesize and communicate data-backed results to stakeholders and clearly articulate the implications of various strategic options
Strong understanding of Agile/Product operating models, financial modeling, and what good looks like for high performing teams and programs
Technical Skills:
Strong understanding of Agile and Product/Platform operating models, P&L Management, and what good looks like for high performing teams and programs
Proven operational analytics and process improvement skills, with quantifiable savings identified and delivered in the Insurance/Financial Services is a plus
Keen understanding of tools and solutions available in the market to measure digital transformation health (e.g. OKRs, Financial modeling, QBRs, agile maturity assessments)
Experienced in the insurance or financial services industry with depth in business-critical operations and customer interactions in risk-based, regulated environments is a plus
Aptitude in using a variety of source systems and types (databases, files, APIs, SaaS, etc.) a plus
Education & Experience
10+ years experience in business, operations or digital transformation, technology or business consulting, P&L management, engineering/technology leadership, or other relevant experience; experience in Insurance, Financials Services or Fin Tech a plus
Bachelor's degree required
Glossary of terms
Agile: An iterative way of working and developing software that manages work by breaking it up into smaller chunks. It involves constant collaboration with the team, stakeholders and continuous improvement at every stage. Once the work begins, teams cycles through a process of planning, executing, and evaluating.
Customer Journeys: Is the visual storyline that encompassesall the experiences that customers go through when interacting with a companys business offerings (e.g., products, services). Instead of looking at just one part of a transaction or experience, the customer journey considers the end to end experience of the customer.
Design thinking: A human-centered approach to problem solving in which we seek to understand the user, challenge assumptions and redefine problems in an attempt to identify alternative strategies and solutions that are not initially apparent.
Domain: Collection of teams accountable for the end-to-end delivery of outcomes related to a specific customer journey or mission
Journey Map: Diagram or visual representation of the experience an individual goes through to complete a goal.
Minimum Viable Product (MVP): A Minimum Viable Product is the smallest increment you can build and deploy that delivers customer value.
Objectives and Key results (OKRs): A collaborative goal-setting methodology used by teams to set challenging, ambitious goals with measurable results. OKRs allow you to track progress, create alignment, and encourage engagement around measurable goals.
Sprint: A short, time-boxed period when a team works to complete a set amount of work (e.g., 1-2 weeks), where all team members are working towards the same goal.
