Customer Experience Data Analyst
Company: Chubb
Location: Chattanooga
Posted on: April 1, 2026
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Job Description:
Description Role Overview: Chubb Benefits is looking for a
Customer Experience (CX) Data Analyst to be an integral part of CX
Transformation. In this role, you'll leverage your keen analytical
skills, curiosity, and ability to identify both impact drivers and
data patterns, connecting the data itself to business objectives in
a meaningful way. These insights will directly influence how we
engage with and support our customers, brokers, and agents each
day. We want to tap into your passion for data and your ability to
connect and synthesize it to provide insight into business
operations. With us, you’ll have the opportunity to translate
complex data analytics into actionable insights that business
leaders leverage to support and grow our customer experience. Our
mission is to build a culture of customer-centric, digital-first
transformation. In this role, you will: Develop an understanding of
business objectives, risks, issues, and opportunities to ensure
research efforts are supportive of business decision-making and are
actionable by executive leadership Conduct regular deep dives of
customer feedback within the claims, customer service, and
operations teams to capture the trends and sentiments while
building a robust Customer Experience (CX) Analytics plan that
helps to align stakeholders on the customer and business goals that
matter most Ensure actionability of insights through
cross-functional collaboration Become an expert user of Chubb’s CX
Management Platform, help enhance the reporting dashboards,
combining structured and unstructured data (including, enhancing
text analytics coverage) utilizing driver analysis Connect customer
experience metrics with Chubb Benefits operational and business
outcome metrics and datasets to enable deeper understanding of
behaviors and drivers Support the customer experience improvement
vision by analyzing multiple sources of CX data, including
benchmarks, targets demographics and internal operational data to
drive actionable, data-driven recommendations that address consumer
needs and strategic priorities Craft insight-driven stories and
proactively share visually inspiring reports and dashboards across
the organization Ensure survey research studies measure and report
on actionable metrics and insights yielded using the highest
methodological and scientific standards for design, assessment,
quality control, and analysis Preferred Qualifications: Bachelor’s
Degree in Data Science, Statistics, Business Analytics, Market
Research, or a related field Minimum of 5 years of experience in
advanced analytics, insight generation, or market research,
preferably in a geographically dispersed and matrixed organization.
Ideal if in the finance and/or insurance space Proficient in the
analysis of both quantitative and qualitative research
methodologies Proficient in Microsoft Office, particularly Excel
and PowerPoint; experience with data visualization and reporting
tools such as QlikView, Tableau, Power BI Experience in analyzing
unstructured data (text analytics) for rule-based categorization
and sentiment analysis Prior background in CX Management Platforms,
Text Analytics and digital analytics and testing tools, such as:
Qualtrics, Medallia, Optimizely, Full story, Google Analytics,
Trustpilot desirable
Keywords: Chubb, Chattanooga , Customer Experience Data Analyst, Customer Service & Call Center , Chattanooga, Tennessee
