Chubb Life HK - Transformation Analyst

Description We are looking for a motivated Analyst to support the evolution of our insurance operations through technology and Artificial Intelligence. In this role, you will act as a bridge between business objectives and technical execution, helping to document and design the future of our operational workflows. You will identify opportunities where AI - including Generative AI and automated workflows - can improve efficiency and the customer experience. You will work on initiatives across the insurance lifecycle, from underwriting and policy servicing to claims. This role is ideal for a candidate with a strong foundation in insurance operations who is technically curious and eager to grow their career within a high-impact transformation function. About Our Team Chubb is an internationally recognized global provider of insurance products, including property and casualty, accident and health, reinsurance, and life insurance. We are building a dynamic transformation team that will drive the future of insurance. Our goal is to create a seamless connection between customers, agents, and partners. We operate as a flat organization and place immense value on innovative ideas, technical expertise, attention to detail, and personal initiative. Key Responsibilities 1. AI-Driven Transformation & Process Design • Analyze end-to-end insurance workflows (Underwriting, Claims, Policy Owner Servicing, Customer Service) to identify friction points and opportunities for AI intervention. • Document "future-state" processes that integrate AI tools, ensuring they are practical, scalable, and compliant with insurance regulations. • Assist in the development of business cases for transformation initiatives by gathering data on ROI, efficiency gains, and customer impact. • Collaborate with AI engineers and data scientists to ensure technical solutions are grounded in operational realities and business logic. 2. Requirements Documentation & Stakeholder Management • Participate in discovery sessions with stakeholders to translate business goals into detailed functional and non-functional requirements. • Maintain a high standard for documentation, creating clear user stories, process maps, and functional specifications for engineering teams. • Act as a translator between technical teams and business units to ensure a shared understanding of project scope and requirements. 3. Operational Excellence & Value Realization • Track key performance indicators (KPIs) to measure the success of AI deployments (e.g., reduction in processing time, accuracy improvements). • Coordinate User Acceptance Testing (UAT) and post-implementation reviews to ensure delivered solutions meet business needs. • Investigate operational bottlenecks and "edge cases" in existing systems, proposing pragmatic adjustments or technological fixes. • Prepare reports and insights for senior leadership to help track the progress of transformation initiatives. 4. Agile Delivery & Change Management • Work within Agile frameworks to manage backlogs, prioritize features based on business value, and participate in sprint ceremonies. • Support the adaptation of global transformation mandates to local market realities, ensuring AI patterns work effectively in a local context. • Produce change management artifacts to help end users transition to new AI-enabled processes. Required Bachelor's degree in Business, Information Technology, or a related field. 3+ years of experience as a Business Analyst, with a proven track record in insurance operations or financial services. Strong familiarity with the AI landscape, including an understanding of how Large Language Models (LLMs) and automation tools can be applied to business processes. Demonstrated experience in process mapping and business architecture using tools (e.g. Visio). Proficiency in Agile software development lifecycles and tools (e.g., Jira, Confluence). Exceptional communication skills, with the ability to present complex requirements to senior stakeholders. Experience working in a cross-functional or matrix environment alongside IT, Compliance, and Operations teams. A proactive, problem-solver mindset with the ability to work independently in a fast-paced, flat organization. Proficient in English and Cantonese (spoken and written). Nice to Have Professional certification on Agile (e.g., CSM, CSPO). Direct experience in Life Insurance operations (Policy Administration, Underwriting, or Claims systems). Proficiency in Mandarin.