Chubb: Customer Experience & Marketing Analytics Manager

Seeking a Customer Experience & Marketing Analytics Manager responsible for leading the customer experience and marketing analytics practice within the broader personal lines analytics function.

Company: ChubbChubb
Location: Whitehouse Station, NJ / Philadelphia, PA / New York City, NY
Position: Customer Experience & Marketing Analytics Manager

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Customer Experience & Marketing Analytics Manager

As the Customer Experience and Marketing Analytics Manager, you will be responsible for leading the customer experience and marketing analytics practice within the broader personal lines analytics function.   In this capacity, you will work closely with the Chief Marketing Officer and Marketing staff to support marketing and customer experience initiatives.  You will leverage data and analytics to express the value of our brand in the way that resonates best for that particular customer, anticipate customer needs and provide superior service aligned to those needs, and understand interaction preferences in order to provide a best in class experience.   A successful candidate will have: a strong technical background in data and analytical models/algorithms/techniques; a proven track record applying delivering actionable insights to improve business outcomes; the ability to communicate technical concepts and results to a non-technical audience and to interface smoothly with our business partners in order to quickly understand the need; strong interpersonal and project management skills.  This position reports to the head of analytics for the personal lines business unit and will be a part of a global team of highly skilled analytics practitioners supporting a variety of diverse business units.


  • Apply data mining and advanced analytic techniques to develop, enhance, and/or execute approaches to analyze information relating to customer activity, including e.g.,
    • segment based analyses
    • migration analyses (movement of customers between segments)
    • analyzing customer surveys and other feedback mechanisms
  • Extracts and/or oversees the extraction of data from various databases; performs exploratory data analysis and visualization; cleanses, massages, and aggregates data as necessary to support the analysis
  • Perform and/or oversee the development of models and data/analytical work products
  • Design tests or experiments in order to determine the optimal approach for a particular microsegment
  • Work closely with the Chief Marketing Officer and other business partners to identify business issues and devise analytical solutions
  • Develop metrics and/or dashboards to evaluate the success of campaigns or other initiatives


  • 5+ years of experience in data mining / advanced analytics, with at least 3 in a quantitative marketing area and/or customer experience analytics
  • Bachelor’s degree in a quantitative field or equivalent technical experience
  • Practical experience with test-design and/or campaign analytics, digital marketing analytics, or media analytics/media-mix optimization
  • Proficiency in translating detailed model output, trends, and statistics into executive-level reporting and presentations: distill complex analytical techniques and results into actionable insights and articulate their implications for business decisions and outcomes
  • Ability to work with a diverse group of individuals across several functional areas in order to drive projects to successful completion
  • Excellent project management and organization skills
  • Experience programming in a statistical / data analysis platform required, SAS preferred
  • Experience managing technical staff preferred
  • Experience in insurance, particularly in the consumer/personal space, is a plus (but is not required)

About Chubb

Chubb is the world’s largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.