Platforms Lead - Major Accounts
Company: Chubb
Location: Philadelphia
Posted on: April 2, 2026
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Job Description:
Description The AVP/VP, Major Accounts Platforms will own the
customer experience across various initiatives within Chubb Major
Accounts. This role will focus on system design, functional flows,
user journeys, and process engineering to deliver seamless and
innovative customer experiences for both internal and external
customers. Reporting to the SVP, Major Account Client Services &
ESIS Customer Experience, the ideal candidate will be a creative
problem-solver with a strong ability to learn and adapt to the
business areas they support, ensuring alignment with Chubb’s vision
for exceptional client service. Key Responsibilities: Collaborate
with the SVP to develop and execute customer experience strategies
across Major Accounts, ensuring alignment with Chubb’s vision and
competitive positioning. Working with customers and
cross-functional stakeholders, create and demo prototypes for hand
off to UI team for finalization. Collaborate with UI teams in
development of final designs. Conduct user focus groups /
interviews to develop customer journey maps, to understand pain
points, and to identify opportunities for improvement across
customer touchpoints. Create / enhance user journeys and define
functional flows to support innovation in internal and external
platforms and initiatives. Develop and refine process maps to
optimize workflows and enhance the overall customer experience.
Support the development and enhancement of customer-facing
platforms, ensuring intuitive and user-friendly experiences. Draft
communications, create/update marketing materials, and coordinate
pilot and launch communications and activities (where applicable).
Develop/support updates to content for requests for proposals,
stewardship meetings, various client meetings, and senior
leadership presentations as it relates to platforms and the
customer experience. Act as a key liaison between the SVP and
cross-functional teams, ensuring customer experience initiatives
are prioritized and executed effectively. Coach and train internal
teams on customer experience best practices, fostering a culture of
continuous improvement and innovation. Qualifications Bachelor’s
degree in Business, Design, MIS, or a related field 8 years of
experience in customer experience, client services, product
management, or related roles, preferably within the insurance or
financial services industry. Proven track record of designing
prototypes, functional flows, user journeys, and process maps to
improve customer experiences. Strong ability to learn and adapt to
new business areas, with a focus on understanding client needs and
operational workflows. Excellent communication and presentation
skills, with the ability to influence stakeholders at all levels.
Strategic thinker with a hands-on approach to problem-solving and
process improvement. The pay range for the role is $135,600 to
$230,600. The specific offer will depend on an applicant’s skills
and other factors. This role may also be eligible to participate in
a discretionary annual incentive program. Chubb offers a
comprehensive benefits package, more details on which can be found
on our careers website . The disclosed pay range estimate may be
adjusted for the applicable geographic differential for the
location in which the position is filled.
Keywords: Chubb, Bloomfield , Platforms Lead - Major Accounts, Sales , Philadelphia, New Jersey
