Job Description

Lead process reengineering of digital consumer servicing across APAC with end-to-end ownership of MyAccount. Ensure servicing processes are relevant to customer needs and designed to be simple and seamless for both customers and internal teams. By leveraging data and insights, drive prioritisation, actions, and continuous improvements that deliver greater efficiency, reduced cost-to-serve, and stronger customer experience across all servicing channels.

Key Responsibilities:

MyAccount Ownership

• Own and continuously improve MyAccount (digital servicing platform) as the primary customer self-service channel.
• Manage the backlog and prioritisation of new capabilities with the MyAccount squad in the Chubb Engineering Center, ensuring features are data-led, increase customer self-service, and support regional adoption.
• Ensure MyAccount journeys (policy, claims, billing, servicing) are intuitive, integrated, and aligned to customer needs and insights.
• Use data to track adoption and customer behaviours, feeding insights back into roadmap priorities.

Process Reengineering

• Map customer and employee journeys to uncover pain points and inefficiencies, supported by data and feedback.
• Reengineer servicing processes to make them simpler, faster, and more relevant, using insights to prioritise changes with greatest impact.
• Design target state processes that maximize automation and straight-through processing while reducing manual effort.
• Conduct root cause analysis, combining data and qualitative insights to eliminate systemic issues and reduce repeat contacts.

Measurement & Insights

• Define and track servicing OKRs (Straight Through Processing %, in country adoption & deflection) directly linked to process improvements.
• Collaborate with consumer leads (CXOne, Customer Experience, CRM, Conservation) and the wider business community — including AI, IT, and other digital enablers — to ensure insights are shared and acted upon.
• Leverage analytics to identify leading indicators, ensuring they are visible, actionable, and tied to decisions that improve customer satisfaction and operational efficiency.

Delivery & Execution

• Translate reengineered processes into epics, user stories, and business rules for agile delivery teams.
• Lead proofs of concept and pilots, using data to validate customer and business outcomes before scaling.
• Ensure all new workflows and digital solutions are repeatable, scalable, and quality assured.
• Shape servicing roadmaps that integrate CRM, chatbot, AI/LLM, IVR, and other enablers, prioritised based on data-driven impact.

Simplification & Impact

• Simplify tools, systems, and workflows to create a seamless end-to-end experience for customers and teams.
• Align people, process, and technology to improve handling time and reduce effort, using insight to validate results.
• Deliver tangible improvements in efficiency, cost-to-serve, digital adoption, and customer satisfaction, evidenced by measurable outcomes.

Job Requirements