VP Client Experience

Chubb is seeking a strategic and customer-focused Vice President of Client Experience (CX) preferably specializing in High Net Worth (HNW) clients within the financial services industry. As a key leader within our organization, you will be responsible for designing and delivering exceptional customer experiences that cater to the unique needs and expectations of high net worth individuals. This role will need to collaborate closely with Operations and Service, Claims, Risk Consulting to plan, prioritize and execute CX initiatives

Key Responsibilities

CX Strategy and Vision:

• Develop and champion a customer experience vision and strategy tailored specifically for high net worth clients.

• Define CX objectives, principles, and initiatives aligned with business goals and customer expectations.

Customer Journey Mapping

• Conduct in-depth analysis of the HNW customer journey to identify touchpoints, pain points, and opportunities for improvement.

• Collaborate with cross-functional teams to map and optimize the end-to-end customer experience.

Leverage Segmentation and Personalization:

• Implement segmentation strategies to deliver personalized experiences based on high net worth client profiles and preferences.

• Leverage data and insights to tailor communications, services, and offerings to individual customer needs.

Voice of the Customer (VOC) Program:

• Establish and oversee a robust Voice of the Customer (VOC) program to gather feedback, insights, and sentiments from high net worth clients, agents / brokers, and employees

• Use VOC data to drive continuous improvement and innovation in customer experience initiatives.

Service Excellence and Relationship Management:

• Define service standards and best practices for serving high net worth clients, ensuring excellence in every interaction.

• Foster strong relationships with key clients, serving as a trusted advisor and advocate for their needs within the organization.

Cross-functional Collaboration:

• Collaborate closely with sales, marketing, product development, risk consulting, operations, and claims teams to align customer experience efforts across the organization.

• Drive cross-functional initiatives to enhance customer satisfaction, retention, and lifetime value.

Technology and Innovation:

• Identify and implement innovative technologies and tools to enhance the high net worth customer experience.

• Leverage automation, AI, and digital solutions to streamline processes and deliver personalized services.

Performance Measurement and Optimization:

• Define key performance indicators (KPIs) for customer experience and satisfaction.

• Monitor and analyze metrics to track performance, identify areas for improvement, and drive continuous optimization.

Foster a Culture that Values Customer Experience Optimization

• Articulate the value of superior customer experience to internal and external stakeholders, demonstrating how it directly impacts client retention, brand reputation, and financial performance.

• Develop and implement frameworks to measure the return on investment (ROI) of customer experience initiatives.

• Utilize customer feedback, satisfaction, and loyalty metrics to quantify customer lifetime value and it's impact on Chubb's bottom line.