Role Purpose
The domain lead will inspire those within their domain to deliver Chubb's product and coverage solutions digitally through an ideal customer journey and spend time "on the floor" with their teams to role model the new agile way of working. They will be a visionary when it comes to new innovations and solutions within their domain and keep a constant pulse on the industry to stay ahead of market trends. They will oversee the roadmap and vision for all pods under their purview, prioritizing for customer impact, and influence both stakeholders and teams towards a singular vision.
Key Responsibilities
- Set overall domain mission, vision, and goals through collaboration with SMEs and business stakeholders
- Drive the development of digital solutions for your domain to deliver Chubb's underwriting craftsmanship and expertise digitally throughout the customer journey
- Partner with product teams to collectively drive forward digital-first "product-as-a-service" capabilities
- Review the KPIs that tie back to OKRs to understand the processes, product progress, and outcomes of the various pods within the domain
- Facilitate business-wide quarterly business planning (QBRs) for integrated planning, prioritization, resource allocation, and to shape the priorities of the pods at a high level
- Build an Agile culture via role modelling, servant leadership, and effective people management
- Manage the domain budget and guide the overall direction of the domain including all strategic decision-making, resource allocation across pods, and upholding quality standards
- Effectively partner with other domain leaders to ensure businesses are implementing digital delivery in a continuous and iterative fashion to fully capture the benefits to Chubb
- Act as a liaison with the rest of the organization,
managing expectations with all stakeholders
- Be accountable for the success of the "change" and "run" for your domain
- Manage dependencies and remove any business blocks across pods within the domain or across domains
- Leading a high-performing team to create and implement strategic growth initiatives across digital channels.
- Creating and implementing the growth plan in line with overall business objectives while striking a balance between lead generations through the offline and online channels. Using data and analytics for decision-making and measuring strategies effectiveness as well as creating a culture of structured experimentation and iteration to drive growth.
- Funnel Management: monitor performance and define corrective actions to deliver results seeking optimization constantly.
- Drive Growth agenda,
ensuring value proposition is consistency at every touch point.
- Define learning agenda (A/B testing different types of communications, creative, etc) to understand what kind of comms (visual & copy) drives higher desirability.
- Align on media optimization & learning routine with Meta, Google & media team.
- Design and execute account, access, and engagement related Customer Experience initiatives from beginning to end and support business-critical Product and Operations launches. This includes insight generation, strategy ideation, project implementation, monitoring, and communication of impact and results.
- Scope, plan and prioritize strategic initiatives and projects derived from business needs and ensure the accurate allocation of resources for execution.
- Be the subject matter expert for the best cross-platform support practices obtained internally and externally.
- Identify CX pain points and propose implementations, actions, and improvements to add to the overall customer experience.
- Identify, shape, and communicate key metrics as well as pain points and challenges internal stakeholders.
- Create business justifications and functional requirements for product and site features.
- Understand the competitive landscape and industry trends and use this knowledge to identify sustainable competitive advantages.
