VP, Service Delivery Design Lead

Chubb•Philadelphia, PA

About The Position

The VP, Service Delivery Design Lead is a hands-on senior leader within Chubb’s Transformation & Delivery Office, responsible for designing, improving, and measuring the experience of a new agent service capability. This capability is purpose-built to make it easy and simple for agents to quickly create bindable quotes, reducing friction, improving speed, and enhancing the experience for Chubb’s distribution partners. This leader will drive near-term enhancements using internal resources while partnering with external experts to define and execute a longer-term target state. In parallel, this role owns Chubb’s approach to measuring and responding to agent experience by establishing NPS programs, surveys, and other feedback mechanisms that bring the voice of the agent into ongoing design decisions. The ideal candidate brings a strong combination of service design, product thinking, and execution discipline, along with a genuine passion for simplifying complex processes and delivering meaningful outcomes for agents. The title and career band/level for this position are flexible based on the candidate's experience.

Requirements

Bachelor's degree required; advanced degree preferred.
Significant experience in service design, product design, customer or agent experience design, business architecture, or related transformation disciplines.
Experience managing or closely partnering with external consulting firms on strategic design or transformation engagements.
Experience designing, deploying, and managing NPS programs, survey frameworks, or similar agent/customer experience measurement approaches.
Strong judgment in balancing near-term delivery needs with longer-term design quality and strategic direction.
Excellent communication, facilitation, and stakeholder management skills, with a demonstrated ability to influence senior leaders and delivery teams in a matrixed organization.

Nice To Haves

Experience in commercial insurance, property and casualty insurance, financial services, or a complex distribution environment is preferred.
Demonstrated success designing and improving digital or service capabilities used by external distribution partners or customers.
Familiarity with agent or customer journeys, insurance submission and quoting workflows, and distribution dynamics is strongly preferred.

Responsibilities

Own the end-to-end design of the agent service capability, spanning the full journey from simple submission to bindable quote.
Drive and prioritize near-term capability enhancements in collaboration with internal business, product, and technology teams.
Define and evolve the capability's design principles, service flows, and agent interaction model.
Ensure the capability remains intuitive, efficient, and valuable to agents as it evolves.
Serve as the design authority for this capability, making and communicating clear design decisions that keep the team aligned and moving forward.
Partner with an external consulting firm to define the long-term target state of the agent service capability.
Translate strategic ambitions into a clear, well-sequenced design roadmap that the organization can execute against.
Balance tactical near-term improvements with disciplined, forward-looking design decisions that preserve long-term flexibility.
Help internal stakeholders understand the path from current state to target state, including key milestones, trade-offs, and dependencies.
Maintain strong design governance over the work produced by the consulting partner, ensuring alignment with business intent and Chubb's operating context.
Own the agent experience measurement framework for the capability, defining the right signals, methods, and cadence.
Design and manage NPS programs, post-interaction surveys, and other structured feedback mechanisms.
Translate agent feedback and operational data into clear, actionable design improvements.
Establish metrics and KPIs that reflect agent satisfaction, ease of use, task completion, and business outcomes.
Communicate experience insights to senior stakeholders and use data to influence prioritization and design decisions.
Work closely with business, technology, product, and operations teams to deliver capability enhancements effectively.
Serve as the primary design thought partner for all stakeholders involved in building and improving the capability.
Facilitate alignment across internal teams and the external consulting partner, resolving ambiguity and driving decisions forward.
Communicate design intent clearly across technical and non-technical audiences, from delivery teams to senior leaders.
Build strong working relationships that support a collaborative, high-trust design and delivery culture.
Maintain a clear, prioritized backlog of design improvements grounded in agent feedback, business priorities, and strategic direction.
Partner with delivery teams to ensure design intent is accurately understood and faithfully executed.
Apply practical judgment to sequence work in a way that maximizes agent value and business impact.
Identify and actively manage design risks, trade-offs, and decisions that could affect delivery quality or long-term capability health.
Establish a regular cadence of design reviews, retrospectives, and agent feedback loops to continuously refine the capability.
Use agent feedback, operational metrics, and delivery outcomes to drive evidence-based improvements over time.
Contribute to broader Transformation & Delivery Office standards, practices, and ways of working.
Help the organization build stronger capability design disciplines that can be applied beyond this initiative.