Customer & User Experience Specialist, Sr

Customer & User Experience Specialist, Senior

Chubb Benefits, A Chubb company, is seeking a Customer & User Experience Specialist, Senior to join our fast-paced, high-energy, growing company. We are proud of our nearly 100-year tradition of success in the insurance industry. We are committed to providing our customers employers, brokers, and members with seamless, purposeful experiences at every touchpoint. The successful candidate will be innovative, energetic, and able to thrive in a rapidly changing environment while maintaining high ethical standards and a customer-first mindset.

Role Summary

The Customer & User Experience Specialist, Senior is a critical member of the Customer Experience (CX) team, working directly with the AVP of Customer Experience to design, deliver, and continuously improve user and customer experiences across Chubb Benefits. This role bridges UX design and CX analytics embedding the voice of the customer into project work, partnering with cross-functional teams to deliver intuitive, human-centered experiences, and leveraging data to drive measurable improvements across operations, claims, and customer service.

Responsibilities

• Partner with Product Owners, Process Owners, Business Analysts, and IT teams to embed UX and CX best practices into project planning and delivery, ensuring customer needs are represented throughout the product development lifecycle.
• Lead and contribute to UX deliverables including journey maps, wireframes, user flows, personas, and usability testing plans that inform design and business decisions.
• Design and facilitate workshops, focus groups, and user research sessions with operations, claims, and customer service stakeholders to surface insights and validate experience improvements.
• Own and manage Voice of the Customer (VoC) programs including survey design, data collection, and analysis and translate findings into actionable recommendations for project teams and leadership.
• Analyze CX and behavioral data using tools such as Medallia, FullStory, and Power BI to identify friction points, track experience metrics, and measure the impact of CX initiatives.
• Develop and maintain CX dashboards and reporting that provide clear, data-driven storytelling for operational and executive audiences.
• Serve as the CX team's embedded resource on cross-functional project teams, advocating for the end user at every stage of design, development, and delivery.
• Support the standardization of CX processes, design standards, and experience frameworks across the organization.
• Collaborate with operations, claims, and contact center leadership to identify experience gaps and co-develop solutions that improve customer and agent interactions.
• Leverage emerging tools and technologies, including AI-enabled platforms, to enhance research efficiency and experience delivery.
• Maintain a current understanding of CX and UX industry trends, insurance industry dynamics, and customer expectations within the benefits space.

Qualifications & Experience

• Bachelor's degree in UX Design, Business, Marketing, Communications, or a related field; relevant CX/UX certifications (e.g., Nielsen Norman Group, CXPA) a plus.
• 5+ years of progressive experience in customer experience, user experience, or a related discipline insurance industry experience strongly preferred, with preference for group and supplemental employee benefits.
• Proven proficiency with UX and collaboration tools including Figma and Mural; hands-on experience with CX and analytics platforms such as Medallia, FullStory, and Power BI.
• Demonstrated ability to develop UX artifacts journey maps, wireframes, user flows, and personas and conduct user research, usability testing, and design thinking workshops with cross-functional stakeholders.
• Experience designing and managing Voice of the Customer (VoC) programs, including survey design, platform management, and translating findings into actionable business recommendations.
• Experience partnering with Product Owners, Process Owners, Business Analysts, and IT teams on project delivery in Agile or hybrid environments, with the ability to influence without direct authority.
• Strong analytical and data storytelling skills with the ability to synthesize behavioral and CX data into clear insights for operational leaders and senior executives.
• Self-directed and highly collaborative comfortable owning work independently while contributing as an embedded team member on cross-functional projects.