Chubb Life Global Office: Customer Service Product Owner

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. The position requires a leader who is flexible and comfortable operating in a rapid growth environment and dealing with ambiguity. The role has a high degree of independence in making assessments and taking decisions in line with overall company and Chubb Group functional strategy. • Bachelor’s degree in business, marketing, data Analytics or similar. • 10 years of professional experience in the life insurance industry sector. • Strategic thinker with a customer-first mindset and a passion for delivering exceptional experiences. • Proven experience in the Asia market, with a strong understanding of regional customer behaviors and cultural nuances. • Strong analytical skills with expertise in data analysis, customer segmentation, and predictive modeling • Proficiency in customer analytics tools, CRM platforms, and data visualization software. • Problem recognition and proactive implementation of effective solutions, ability to provide innovative and constructive advice, and flexibility in developing alternative solutions. • Adapt to changing conditions. • Uses clear language - precise and explain complex topics concisely. • Excellent communication and presentation skills, with outstanding influencing skills to a wide range of internal and external stakeholders and senior management.