Business Model/Process Engineer

Role Summary:

• Design and execute end-to-end digital operating models built around key customer/employee journeys and needs in partnership with domain leads and multidisciplinary digital product owners
• Simplify business processes by analyzing current workflows, products, tools, and systems and by identifying and prioritizing solutions that drive process rationalization, reengineering and organizational alignment
• Support delivery of significant improvements in efficiency, marginal cost, customer experience, and service quality for business processes and underlying capabilities

Responsibilities:

• Create business capability models to facilitate decomposition, grouping, representation and analysis of business activities/processes across the firm’s value-chain
• Map current state processes across applicable domains or lines of business to deliver insight into customer/employee pain-points and support devising improvements
• Perform root cause analysis using appropriate tools, identify triggers, collect and analyze relevant data, isolate root causes, and design elimination strategies
• Create target state processes across applicable domains or lines or business to enable increased levels of straight through processing and allow more seamless agent/customer delivery of Chubb solutions, while freeing up Chubb resources to focus on the highest value-add tasks
• Design and support execution of hypotheses/proofs of concept as precursors to broader implementations
• Partner with Business Intelligence/Analytics and Customer/User Experience Analytics teams to define and measure metrics/KPIs, with leading indicators clearly identified and attributed to business processes
• Support development of roadmaps that reflect customer/employee needs/gaps as well as inclusion of foundational technology capabilities and other digital enablers
• Ensure target state processes and exception-based workflows are followed, controlled, and systemically tested for quality assurance in a repeatable & scalable way
• Support conversion of target operating models and business processes into epics, user stories, business rules, and other relevant artifacts
• Understand and apply agile as a delivery method and ways of working

Requirements:

• Data and facts based structured thought process and decision making
• Ability to facilitate, consult, and drive for results in a rapid-paced and changing environment
• Strong interpersonal skills, able to work collaboratively across large teams, including a proactive and 'no surprises' approach in communicating issues/requests
• Understanding of market trends and keen interest in digitization and emerging technologies
• Insurance industry experience
• Hands-on experience as a practitioner in operational excellence/effectiveness, process engineering, or continuous improvement methodologies
• Experience in digital experience strategy and design or intelligent process automation is a plus
• Lean Six Sigma certification, or other related process engineering certifications is a plus