Transformation Analyst

Description
We are looking for a motivated Analyst to support the evolution of our insurance operations through technology and Artificial Intelligence. In this role, you will act as a bridge between business objectives and technical execution, helping to document and design the future of our operational workflows. You will identify opportunities where AI - including Generative AI and automated workflows - can improve efficiency and the customer experience.
You will work on initiatives across the insurance lifecycle, from underwriting and policy servicing to claims. This role is ideal for a candidate with a strong foundation in insurance operations who is technically curious and eager to grow their career within a high-impact transformation function.

About Our Team
Chubb is an internationally recognized global provider of insurance products, including property and casualty, accident and health, reinsurance, and life insurance. We are building a dynamic transformation team that will drive the future of insurance. Our goal is to create a seamless connection between customers, agents, and partners. We operate as a flat organization and place immense value on innovative ideas, technical expertise, attention to detail, and personal initiative.

Key Responsibilities
1. AI-Driven Transformation & Process Design
•    Analyze end-to-end insurance workflows (Underwriting, Claims, Policy Owner Servicing, Customer Service) to identify friction points and opportunities for AI intervention.
•    Document "future-state" processes that integrate AI tools, ensuring they are practical, scalable, and compliant with insurance regulations.
•    Assist in the development of business cases for transformation initiatives by gathering data on ROI, efficiency gains, and customer impact.
•    Collaborate with AI engineers and data scientists to ensure technical solutions are grounded in operational realities and business logic.

2. Requirements Documentation & Stakeholder Management
•    Participate in discovery sessions with stakeholders to translate business goals into detailed functional and non-functional requirements.
•    Maintain a high standard for documentation, creating clear user stories, process maps, and functional specifications for engineering teams.
•    Act as a translator between technical teams and business units to ensure a shared understanding of project scope and requirements.

3. Operational Excellence & Value Realization
•    Track key performance indicators (KPIs) to measure the success of AI deployments (e.g., reduction in processing time, accuracy improvements).
•    Coordinate User Acceptance Testing (UAT) and post-implementation reviews to ensure delivered solutions meet business needs.
•    Investigate operational bottlenecks and "edge cases" in existing systems, proposing pragmatic adjustments or technological fixes.
•    Prepare reports and insights for senior leadership to help track the progress of transformation initiatives.

4. Agile Delivery & Change Management
•    Work within Agile frameworks to manage backlogs, prioritize features based on business value, and participate in sprint ceremonies.
•    Support the adaptation of global transformation mandates to local market realities, ensuring AI patterns work effectively in a local context.
•    Produce change management artifacts to help end users transition to new AI-enabled processes.
 

Required

• Bachelor's degree in Business, Information Technology, or a related field.
• 3+ years of experience as a Business Analyst, with a proven track record in insurance operations or financial services.
• Strong familiarity with the AI landscape, including an understanding of how Large Language Models (LLMs) and automation tools can be applied to business processes.
• Demonstrated experience in process mapping and business architecture using tools (e.g. Visio).
• Proficiency in Agile software development lifecycles and tools (e.g., Jira, Confluence).
• Exceptional communication skills, with the ability to present complex requirements to senior stakeholders.
• Experience working in a cross-functional or matrix environment alongside IT, Compliance, and Operations teams.
• A proactive, problem-solver mindset with the ability to work independently in a fast-paced, flat organization.
• Proficient in English and Cantonese (spoken and written).

Nice to Have

• Professional certification on Agile (e.g., CSM, CSPO).
• Direct experience in Life Insurance operations (Policy Administration, Underwriting, or Claims systems).
• Proficiency in Mandarin.