Data Analyst, NA Contact Center

Chubb’s North America Contact Center Shared Services group directly supports insurance operations programs impacting both Clients and Agents across Chubb’s North America business divisions. The group is primarily responsible for enabling key initiatives across various departments with a focus on delivering first class customer experience and exceptional operational service. Additional responsibilities include enabling, advising, and assisting operations reporting and analytics teams when to utilize contact center data to drive efficiencies, improve customer experience, and consistently monitor performance, as well as the management of large-scale technology and operational projects involving the Contact Center platform. The team collaborates with Business, Technology and Trading Partner stakeholders to define, analyze, and deliver strategic Technology and Operational processes. 

Job Description:

North America Contact Center Shared Services is seeking a dedicated and detail-oriented Data Analyst to support the growing demand for analysis, dashboard creation, and more. This role will report to the Data Enablement Lead and will be responsible for collecting, organizing, and analyzing data from various sources to drive business insights and strategic decision-making. The Data Analyst will work collaboratively across departments, utilizing data to identify trends, support forecasting efforts, and develop actionable insights that enhance our operations.

Key Responsibilities:

• Collect, organize, and synthesize data from diverse internal and external sources, ensuring a comprehensive dataset.
• Execute data cleaning and preprocessing tasks to achieve high levels of data integrity and accuracy.
• Perform exploratory data analysis to discover trends and patterns that drive business insights.
• Contribute to statistical analysis efforts and support the development of predictive models for insurance-related forecasting.
• Utilize data mining techniques to extract actionable insights that influence business strategies positively.
• Create and present clear, compelling reports and findings to management and other stakeholders.
• Collaborate with cross-functional teams—including Operations, Claims, Billing, and IT—to ensure data analysis aligns with strategic business objectives.
• Integrate data from multiple sources to deliver tailored datasets for specific use cases, including dashboard implementations and data generators.
• Communicate technical insights and strategic recommendations effectively to non-technical stakeholders and leadership.
• Partner with business leaders and subject matter experts to identify and define both short- and long-term data and analytics goals, measuring the impact of analytics on business performance.
• Analyze current market trends and provide recommendations for strategic business initiatives based on data-driven insights.

• Bachelor’s degree in Data Science, Statistics, Mathematics, Business Analysis, or a related field.
• Minimum of 2 years of experience in a Data Analysis, Business Analysis, or Data Quality Assurance role, preferably in a data-driven environment.
• Previous experience in the insurance industry is an advantage but not required.
• Proficient in SQL, Python, and Microsoft Excel for data querying, manipulation, and analysis.
• Strong analytical and problem-solving skills with a keen eye for detail and ability to handle large data sets effectively.
• Excellent organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently with minimal supervision, demonstrating a proactive approach to tasks.
• Familiarity with data visualization tools such as Power BI and Qlik is highly desirable.

Chubb is a world leader in insurance. 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.
At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.