Head of Customer Experience at Chubb in Smyrna, Georgia

Job Description:

JOB DESCRIPTION

As the Head of Customer Experience, you will play a pivotal role in ensuring a seamless customer journey, building strong relationships with internal customers, overseeing the customer service team to include inside sales, technical support, and vendor support, and implementing strategies to improve profitability and operational efficiencies within the organization. Your expertise in managing and motivating teams, coupled with your passion for creating exceptional experiences, will be essential for success in this role.

Responsibilities:

• Act as a primary point of contact for internal customers, addressing their inquiries, concerns, and feedback in a timely and professional manner.
• Oversee and manage the customer service team, providing guidance, coaching, and support to ensure exceptional service delivery.
• Develop, implement, and lead training programs to equip client-facing contacts with the necessary skills and knowledge to excel in their roles.
• Collaborate with cross-functional teams to create and implement a strategic plan for improving customer experience, with a focus on increasing customer satisfaction and loyalty.
• Identify process gaps, bottlenecks, and areas for improvement within the customer experience journey, and develop and implement solutions to enhance profitability and operational efficiency.
• Monitor key performance indicators (KPIs) and develop metrics to assess team performance, customer satisfaction, and operational efficiency levels. Provide regular reports to senior management.
• Stay up to date with industry trends and best practices, and proactively recommend innovative approaches to continuously enhance customer experience.
• Foster a culture of continuous improvement by promoting teamwork, employee engagement, and the regular sharing of ideas and best practices.

QUALIFICATIONS

• Bachelor's

  ABOUT US

  
  

  Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

  
  

  At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.