Vice President, ESIS Customer Experience (CX) Operations
Company: Chubb
Location: Philadelphia
Posted on: April 1, 2026
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Job Description:
Description Job Description : We are seeking a dynamic and
experienced Vice President of Customer Experience (CX) Operations
for ESIS. In this pivotal role, you will be accountable for data
integrity in the internal client data capture system, effective
integration and processes between business applications, and
developing and positioning resources to support organizational
strategy and tactical objectives. Reporting directly to the SVP
ESIS Operations, you will collaborate with cross-functional
leadership to develop and implement strategic initiatives aimed at
enhancing the overall customer experience and improving operational
efficiencies. Key Responsibilities : Accountable for the execution
of the Customer Experience (CX) Operations team, including but not
be limited to new business setup, renewals, pricing and contract
reviews, reporting and audits, bulletin management, claims reviews,
implementation and offboarding, internal client data system
operations and special projects. Develop new and enhance existing
SLAs and KPIs with clear linkage to organization objectives and
individual business goals. Lead identification of process and
technology enhancements based on needs identified through
day-to-day operations, collaboration with cross-functional teams,
observations from audits, and/or new initiatives. Collaborate with
leaders and cross-functional partners for opportunities that
encompass various processes and applications. Drive initiatives to
improve system data quality and rectify previous data issues,
ensuring all client data and program instructions are accurately
maintained in internal systems for seamless integration with
downstream processes. Manage multiple initiatives and projects
concurrently, ensuring adherence to timelines and deliverables.
Coordinate training to enhance team knowledge and skills. Develop
and maintain training materials and standard operating procedures,
ensuring all updates are communicated effectively to team members
and stakeholders. Oversee reporting and auditing processes for
Customer Experience (CX) Operations and Partnership Services,
providing additional ad hoc reports as requested by leadership.
Work closely with Partnership Services and Sales teams to ensure a
comprehensive understanding of client programs and continuously
evaluate process flows for potential improvements. Assist the
business owner of the internal client data system in ensuring
quality requirements, effective screen design, robust test plans,
and thorough user acceptance testing, including regression testing
for system enhancements and bug fixes. Collaborate with the
internal client data system owner, technology team, and other
stakeholders to ensure timely delivery of projects, enhancements,
and initiatives. Mentor team leaders and direct reports, fostering
a culture of growth and high performance. Support leaders in
developing their teams to achieve excellence. Ensure all team
members have clear, consistent, and measurable goals. Utilize data
and metrics to inform strategies, workload estimates, and staffing
decisions, while adopting innovative approaches to manage workloads
and achieve quality objectives.\ Travel required for team and
management meetings. Qualifications 10 years of experience managing
operations teams, preferably in insurance or claims operations.
Experience in leading cross-functional transformative initiatives,
including process development and improvement, with the ability to
manage multiple projects simultaneously. Proven track record in
delivering operational excellence and value to internal and
external customers. Proven track record in developing talent
including but not limited to developing training plan based on
individual and business needs. Ability to lead change by
understanding the business vision and strategy, and developing and
executing tactical objectives. Ability to influence key operational
and technology decisions through personal integrity, expertise, and
business acumen. Familiarity with the system development lifecycle
and experience in providing business support for or leading system
enhancements. Exceptional attention to detail and a commitment to
delivering high-quality work. Strong interpersonal skills to
interact professionally and effectively with clients and internal
stakeholders, fostering robust relationships. Excellent
organizational abilities with a knack for prioritizing tasks to
meet deadlines. Proficient in Microsoft Office. Intermediate
Microsoft Excel skills a plus. Strong verbal and written
communication skills, with the ability to distill complex
information and tailor clear and effective communications to
various audiences.
Keywords: Chubb, New York , Vice President, ESIS Customer Experience (CX) Operations, IT / Software / Systems , Philadelphia, New York
