Customer & User Experience Specialist, Sr

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.

• Bachelor's degree inUX 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.

ABOUT US

Benefits

As a Chubb corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. More details can be found here . Chubb is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees:

• Health insurance
• Dental insurance
• Tuition reimbursement
• A company-match 401(k) plan
• Disability insurance
• Life insurance
• Employee referral bonuses

Combined Insurance Company of America (Chubb Benefits) is a leading provider of supplemental accident, health, disability, and life insurance products in the U.S. and Canada. Headquartered in Chicago with a tradition of more than 100 years of success, we are committed to making the world of supplemental insurance easy to understand. The company has an A+ rating by the Better Business Bureau and an A + (Superior) financial strength rating by AM Best.

About Chubb

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.

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