Hiring: Customer & User Experience Specialist, Sr Company: Chubb Location: Chattanooga, TN Job Posted Time: 2026-09-11 14:54:07 Employment Type: Hybrid Target Skills & Keywords : Agile, Embedded Systems, Figma, Product Development Lifecycle, UX Design, User Experience About the job Experience: •5+ years of progressive experience in customer experience, user experience, or a related discipline — insurance industry experience strongly preferred, with preference for group and supplemental employee benefits. •Proven proficiency with UX and collaboration tools including Figma and Mural; hands-on experience with CX and analytics platforms such as Medallia, FullStory, and Power BI. •Demonstrated ability to develop UX artifacts — journey maps, wireframes, user flows, and personas — and conduct user research, usability testing, and design thinking workshops with cross-functional stakeholders. •Strong analytical and data storytelling skills with the ability to synthesize behavioral and CX data into clear insights for operational leaders and senior executives. •Self-directed and highly collaborative — comfortable owning work independently while contributing as an embedded team member on cross-functional projects. Required Skills: •Partner with Product Owners, Process Owners, Business Analysts, and IT teams to embed UX and CX best practices into project planning and delivery, ensuring customer needs are represented throughout the product development lifecycle. •Lead and contribute to UX deliverables including journey maps, wireframes, user flows, personas, and usability testing plans that inform design and business decisions. •Design and facilitate workshops, focus groups, and user research sessions with operations, claims, and customer service stakeholders to surface insights and validate experience improvements. •Own and manage Voice of the Customer (VoC) programs — including survey design, data collection, and analysis — and translate findings into actionable recommendations for project teams and leadership. •Analyze CX and behavioral data using tools such as Medallia, FullStory, and Power BI to identify friction points, track experience metrics, and measure the impact of CX initiatives. •Develop and maintain CX dashboards and reporting that provide clear, data-driven storytelling for operational and executive audiences. •Serve as the CX team's embedded resource on cross-functional project teams, advocating for the end user at every stage of design, development, and delivery. •Actively facilitate and support standardization of CX processes, design standards, and experience frameworks across the organization. Qualifications: •Bachelor's degree inUX Design, Business, Marketing, Communications, or a related field; relevant CX/UX certifications (e.g., Nielsen Norman Group, CXPA) a plus. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!