Platform Strategy & Support Lead - Renters

Chubb North America's Digital Consumer team is building a new digital business on our Chubb Studio platform, with a customer experience built for High Earners, Not Rich Yet (HENRYs) — the next wave of PRS high-net-worth clientele. Reporting to the VP, Renters and Valuables Domain Lead, the Platform Strategy and Support Lead is accountable for ensuring Chubb Studio’s feature roadmap aligns to North America operations needs, enabling efficient and scalable distribution. This is a hands-on tech-and-operations role: surgically shaping the Studio roadmap, this person defines and continuously refines the underlying policy servicing workflows — from issuance through non-pay cancellation, reinstatement, endorsement, and renewal — that let our digital insurance partners and customer service operation run efficiently at scale. Using data to decide where automation and AI-enabled workflows can responsibly increase straight-through processing is central to how this role operates. Diagnosing where system gaps originate while influencing cross-functional teams towards execution is this lead’s default operating mode.

Chubb North America's Digital Consumer Team is responsible for building and enabling digital distribution for Chubb’s broad suite of insurance products. The team unites Personal Lines digital distribution, leveraging technology, expertise, and a customer-centric approach to deliver innovative products and services. Team members come from a variety of backgrounds, including insurance, Insurtech, training, real estate, education, military, oil & gas, government, consulting, manufacturing, financial services, emergency management, social work, interior design, and pharmaceuticals.

• A critical thinker who is open-minded and analytical, and who enjoys solving complex problems.

• Someone who relates well with people — diplomatic and constructive, but willing to challenge the status quo.

• Energized by building new solutions or fixing broken processes; always looking for the next opportunity to improve.

• Comfortable with ambiguity and rapid change.

• Highly competent, creative, and self-motivated, with a genuine eagerness to learn and excel in a fast-paced environment.

• Not constrained by traditional approaches — open to new ways of working.

• Fluent in how a policy actually moves — comfortable getting into the weeds of servicing workflows (non-pay cancellation, reinstatement, endorsements, renewals), not just managing a backlog about them.

• Data-driven by instinct — pulls the numbers to test a hypothesis before backing a platform or process decision.

• Autonomy is a way of life — operates at peak capacity when given a vision and the rest is green field opportunity for strategic execution.

• Report to the VP, Renters and Valuables Domain.

• Enable new product offerings and coordinate with internal stakeholders across multiple software products.

• Own the Policy Administration System (PAS) for the business — define the integration roadmap, features, and functionality, and prioritize based on business need, opportunity, and technology/resource cost.

• Lead the implementation of product changes and new product launches — from scoping through go-live — whenever an existing product is adjusted or a new one is added.

• Become an expert in consumer-facing web applications, internal web applications, and RESTful APIs.

• Define and prioritize product features and requirements based on business and customer needs, with an explicit lens on what a HENRY client needs from a modern policy experience.

• Act as the voice of the customer and advocate for user experience improvements across the service teams.

• Ensure compliance with regulatory and security requirements.

• Maintain critical documentation to support business operations in a clear, organized, and visually appealing manner.

• Manage projects, coordinate cross-functional technical resources, and ensure timely delivery of digital solutions.

• Communicate product vision, roadmap, and progress to stakeholders.

• Demonstrate strong leadership, business acumen, and a deep understanding of digital trends and technologies.

• Define, standardize, and continuously refine the operating workflows — non-pay cancellation, reinstatement, endorsements, renewal, and related servicing processes — that power our digital insurance partners and customer service operation.

• Use data and analytics to inform how the platform and operating model should evolve, translating operational metrics into concrete roadmap and process decisions.

• Own straight-through-processing (STP) rate as a key operating metric for our service operations, identifying and driving automation and AI-enabled workflow opportunities to reduce manual servicing work.

Insurance Operations & Workflow Strategy

• Define, document, and continuously refine the core policy servicing workflows — including non-pay cancellation, reinstatement, endorsement processing, and renewal — that our digital insurance partners and customer service operation run on.

• Serve as the tech/ops bridge between the platform roadmap and how policies actually move through their lifecycle, ensuring the PAS and integration layer support — rather than constrain — efficient servicing operations.

• Design and maintain the operating workflows that let digital insurance partners onboard and scale efficiently, from policy issuance through cancellation/reinstatement and renewal.

• Partner with Customer Service leadership to identify the technology and process changes needed to run an efficient, low-friction service operation.

• Become an expert at testing, validating, and certifying developed workflows.

Data & Analytics

• Use operational and platform data (SQL, Tableau/Power BI, or equivalent) to identify trends, bottlenecks, and opportunities across servicing and customer service workflows.

• Build and maintain reporting that gives leadership visibility into platform health, servicing throughput, and STP/automation progress.

• Translate analysis into recommendations that shape platform strategy, operating-model decisions, and process redesign priorities.

• Partner with data and BI teams to ensure the right operational metrics are captured, trustworthy, and actionable.

AI & Automation Strategy

• Own and improve straight-through-processing (STP) rate across core servicing workflows as a defined operating metric, setting targets and reporting progress to leadership.

• Identify manual, high-friction points in policy servicing and customer service operations and build the business case for automation or AI-enabled intervention.

• Partner with Platform engineering to prioritize and sequence automation and AI-enabled workflow investments (e.g., robotic process automation, intelligent document processing, LLM-assisted decisioning) against the broader platform roadmap.

• Define success criteria and measure the impact of automation initiatives on cycle time, cost to serve, and customer experience.

Platform & Billing

• Own the policy admin and servicing tool roadmap, backlog, and release planning in partnership with the Platform domain.

• Lead requirements and prioritization for billing workstreams, including Stripe integration, in coordination with Platform and Finance counterparts.

• Groom and sequence the Chubb Studio NA backlog alongside Platform counterparts, balancing partner delivery needs against platform capacity.

• Partner with Studio Product and Engineering on scoping and sequencing billing-related features tied to the Policy Administration System.

Product Onboarding

• Lead the end-to-end implementation when an existing product is adjusted or a new product is added — from scoping and requirements through testing, launch, and post-launch support.

• Coordinate across Platform, Claims, Legal, Compliance, and Business Development to bring new or updated products online without disrupting existing partner integrations.

• Own the go-live checklist and certification process for new or adjusted product launches, ensuring NA-specific configuration is validated before release.

• Serve as the point of accountability for product onboarding timelines, risks, and status reporting to leadership.

Stakeholder Engagement

• Act as a liaison between internal teams and other global stakeholders.

• Communicate project updates, risks, and successes to relevant parties.

• Manage expectations and ensure client satisfaction by delivering high-quality digital solutions.

Team Leadership

• Provide leadership and mentorship to a cross-functional digital team, often shaping team culture by leading by example.

• Foster a collaborative and inclusive work environment that promotes creativity, innovation, and professional growth.

Project Management

• Monitor and manage project timelines, resources, and deliverables.

• Collaborate with stakeholders to define project objectives and requirements.

• Create and maintain project documentation, including project plans, risk assessments, and status reports (experience in Confluence, Jira).

• Coordinate and lead cross-functional teams, ensuring project milestones are met.

Digital Delivery

• Facilitate the prioritization, development, and execution of digital strategies, ensuring alignment with business goals.

• Oversee the implementation and delivery of digital projects, including policy administration feature enhancements, applications, and other online platforms.

• Collaborate with cross-functional teams to ensure seamless integration and delivery of digital initiatives — including how Chubb Studio supports the launch of significant partnerships spanning multiple product implementations at launch.

Quality Assurance

• Collaborate with development teams to define and implement testing strategies for digital products, ensuring high-quality deliverables.

• Develop and maintain test plans and test cases to certify business rules and system functionality.

• Identify, document, and report defects, working closely with developers to ensure timely resolution.

• Perform functional testing to validate system functionality and stability.

• Advocate for quality standards and best practices across the digital delivery lifecycle.

Experience & Education

• 10+ years of experience in insurance or insurtech operations, with direct exposure to Personal Lines/P&C policy servicing (issuance, non-pay cancellation, reinstatement, endorsements, renewals).

• 3–5 years defining or operating technology-enabled workflows for digital distribution partners — insurtech, MGA, or embedded insurance environments — API and partnership onboarding a plus.

• Experience in product ownership or management, preferably in digital or technology-driven environments.

• Experience with Scrum/Agile methodologies.

• Experience working across business, IT, legal, and compliance — preferably on digital initiatives.

• Hands-on experience with policy administration systems (e.g., Guidewire, Majesco, Duck Creek, or similar) and the operational workflows they support — issuance, endorsement, non-pay cancellation/reinstatement, renewal, and billing.

• Project management experience and the ability to work in a fast-paced environment.

• Experience using data and analytics (SQL, Tableau, Power BI, or equivalent) to evaluate operational performance and inform platform or process decisions.

• Familiarity with automation and AI-enabled servicing approaches (RPA, intelligent document processing, LLM-assisted decisioning) and how they apply to straight-through processing.

Skills & Abilities

• Strong understanding of web applications, APIs, Postman, and digital platforms.

• Exceptional ability to create diagrams for different purposes (flow charts, state machines, sequence diagrams, architecture diagrams) using a variety of diagramming tools.

• Strong analytical, abstraction, and problem-solving skills to translate business requirements into IT solutions; solution design emphasis desirable.

• Excellent communication, organizational, and documentation skills.

• Demonstrated ability to drive feature prioritization and development for both immediate and long-term digital product builds.

• Demonstrated leadership and stakeholder management skills.

• Demonstrated ability to lead change efforts, with a track record of success in innovation ventures — business, technical, or both.

• Business acumen and familiarity with digital trends and technologies.

• Fluency with data/BI tools (SQL, Tableau, Power BI, or similar) to translate operational data into platform and process decisions.

• Ability to map, standardize, and re-engineer core insurance servicing workflows (non-pay cancellation, reinstatement, endorsement, renewal) for efficiency and scale.

• A point of view on where automation and AI-enabled workflows can responsibly increase straight-through processing, balanced against compliance and customer experience.

• Be part of a diverse, dynamic, and agile team shaping the next chapter of PRS’s high-net-worth digital strategy.

• Work on a platform and product built specifically around HENRY clients — the next wave of Chubb’s high-net-worth book.

• Collaborate with experts from a wide range of industries and backgrounds.

• Grow and develop in a forward-thinking organization at the center of Chubb’s digital transformation.