UX Lead, User Experience & Website Design at Chubb External

📍 Job Overview

Job Title: UX Lead, User Experience & Website Design Company: Chubb External (Healthy Paws) Location: Philadelphia, Pennsylvania, United States Job Type: Full time Category: User Experience (UX) Design / Digital Product Management Date Posted: August 05, 2025 Experience Level: 5-10 Years (Mid-Senior Level) Remote Status: On-site

🚀 Role Summary

Spearhead the strategic enhancement of digital products and web presence for Healthy Paws, a leading pet health insurance provider.
Drive user motivation and conversion by applying a deep understanding of user behaviors, business cases, and data-driven UX design principles.
Collaborate closely with cross-functional teams, including marketing, SEO, paid media, and technology, to integrate UX seamlessly into broader digital strategies.
Manage the end-to-end UX design process, from stakeholder requirement gathering and user research to design asset delivery and user acceptance testing (UAT).

📝 Enhancement Note: While the job title is "UX Lead, User Experience & Website Design," the description emphasizes a strong strategic and data-driven approach, indicating this role bridges traditional UX design with aspects of digital product management and marketing operations, particularly in how UX impacts key business KPIs like customer acquisition and retention. The focus on a lean team/startup environment within a large corporation (Chubb) suggests a need for agility and a hands-on approach.

📈 Primary Responsibilities

Develop and execute a UX strategy that aligns with Healthy Paws' business objectives, focusing on enhancing user motivation, purchase decisions, and customer retention.
Conduct comprehensive user research, including competitive analysis and usability testing (using tools like UserTesting, Hotjar), to identify user needs, pain points, and opportunities for improvement.
Translate business stakeholder requirements and user insights into intuitive, effective, and aesthetically pleasing user experiences across web and digital platforms.
Design and implement reusable design systems for Content Management Systems (CMS), ensuring consistency, scalability, and efficient content creation and management.
Design UX for both marketing-focused customer acquisition journeys and customer servicing portals, ensuring a cohesive and positive experience throughout the customer lifecycle.
Collaborate with technology and development teams to deliver UX assets, manage the design implementation process, and conduct User Acceptance Testing (UAT) to ensure quality and adherence to design specifications.
Leverage analytics and A/B testing results to inform design decisions, optimize user flows, and demonstrably support business Key Performance Indicators (KPIs).
Edit and tailor copy for UX implementation, ensuring clarity, conciseness, and effectiveness in guiding user actions.
Explore and integrate UX principles for conversational UI and AI-driven interactions, staying ahead of emerging digital trends.
Present design concepts, research findings, and project updates effectively to diverse stakeholder groups, including senior leadership, ensuring clear communication and alignment.

📝 Enhancement Note: The responsibilities highlight a blend of strategic UX leadership, hands-on design execution, and a strong emphasis on data-driven decision-making and cross-functional collaboration. The mention of "re-usable design systems" and "design for CMS" points towards a need for scalable and maintainable design solutions. The requirement for "UX for conversational UI – or other UX experience with AI integration" signals a forward-thinking approach to digital engagement.

🎓 Skills & Qualifications

Education:

Bachelor's degree in Human-Computer Interaction (HCI), Design, Computer Science, Psychology, or a related field, or equivalent practical experience demonstrating a strong foundation in UX principles.

Experience:

5-10 years of progressive experience in User Experience (UX) design, with a proven track record of designing and launching successful digital products and websites.
Demonstrated experience in a lead or senior UX role, managing design projects and collaborating with cross-functional teams.
Experience working within a lean team or startup environment, coupled with exposure to the operational structures of large corporations, is highly valued.

Required Skills:

User Experience (UX) Design: Expertise in user-centered design principles, interaction design, information architecture, and user journey mapping.
Website Design: Proficiency in designing engaging and effective websites that align with brand identity and business objectives.
Analytics & Data-Driven Design: Demonstrable experience using web analytics (e.g., Google Analytics), user behavior tools (e.g., Hotjar), and A/B testing results to inform and validate design decisions and improve business KPIs.
User Research & Testing: Proven ability to conduct competitive analysis, user interviews, usability testing, and synthesize findings into actionable design recommendations.
Design Systems & CMS: Experience designing for Content Management Systems (CMS) and developing/utilizing reusable design systems for consistency and efficiency.
Cross-functional Collaboration: Strong ability to partner effectively with marketing, content, product, and engineering teams, managing builds and UAT.
Figma & Adobe Suite: Advanced proficiency in industry-standard design and prototyping tools such as Figma and the Adobe Creative Suite (e.g., Photoshop, Illustrator, XD).
Brand & Visual Design: Strong aesthetic sense and proven ability to create visually compelling designs that reinforce brand identity.
Presentation & Communication: Excellent verbal and written communication skills, with the ability to articulate design rationale and present work effectively to diverse stakeholder groups.
Stakeholder Management: Skill in gathering and synthesizing business requirements from stakeholders through workshops and discussions.

Preferred Skills:

Adobe Experience Manager (AEM): Experience with AEM, particularly in authoring content, is a significant advantage.
Direct-to-Consumer (DTC) UX: Experience designing experiences for direct-to-consumer businesses, especially in regulated industries.
Whiteboarding Tools: Proficiency with collaborative whiteboarding tools like Mural or FigJam for ideation and workshops.
SEO Integration: Understanding of how UX design impacts Search Engine Optimization (SEO) and ability to incorporate SEO best practices into designs.
Vendor Partnership: Experience effectively managing and collaborating with external design or development vendors.
Regulated Industries: Familiarity with design considerations and compliance requirements within regulated sectors.

📝 Enhancement Note: The emphasis on "strong strategic orientation" and using "analytics/testing results to drive design that supports business KPIs" suggests that candidates with a background in conversion rate optimization (CRO) or growth-focused UX roles will be highly regarded. The preference for AEM authoring indicates a potential need for hands-on content management or a deep understanding of CMS capabilities.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

Case Studies: Showcase 3-5 robust case studies demonstrating end-to-end UX design projects, highlighting problem definition, user research, design process, prototyping, testing, and final outcomes.
Data-Driven Impact: Clearly articulate how data (analytics, user testing) informed design decisions and contributed to achieving specific business KPIs (e.g., conversion rates, engagement, retention). Quantify results wherever possible.
Design Systems & Reusability: Include examples of design systems, style guides, or component libraries developed, demonstrating an understanding of scalability and consistency.
Cross-functional Collaboration: Provide examples or descriptions of how you collaborated with developers, product managers, and marketing teams, including deliverables like wireframes, prototypes, and user flows shared with these teams.
Problem-Solving: Demonstrate your approach to tackling complex UX challenges, particularly those involving conversion optimization, marketing integration, or servicing UX.

Process Documentation:

Workflow Design: Present examples of user flow diagrams, site maps, or wireframes that illustrate your process for structuring information and guiding users through key journeys.
Prototyping & Testing: Showcase interactive prototypes (e.g., Figma prototypes) and describe your process for conducting user testing and iterating on designs based on feedback.
Metrics & Iteration: Detail how you track and measure the success of design implementations and your process for continuous improvement and iteration.

📝 Enhancement Note: For this role, a portfolio that clearly demonstrates the ability to connect UX efforts to tangible business outcomes (revenue, customer acquisition, retention) will be critical. Candidates should be prepared to walk through their process, emphasizing how they used data and user feedback to drive design decisions and achieve specific objectives.

💵 Compensation & Benefits

Salary Range:

Given the experience level (5-10 years), lead title, and location in Philadelphia, PA, a competitive salary range is estimated to be between $100,000 - $140,000 annually. This estimate is based on industry benchmarks for UX Leads in major metropolitan areas and considers the company's positioning within the insurance sector.

Benefits:

Comprehensive Health Insurance: Medical, dental, and vision coverage, reflecting Chubb's global strength and commitment to employee well-being.
Retirement Savings Plan: 401(k) plan with potential company match, supporting long-term financial security.
Paid Time Off: Generous vacation, sick leave, and holiday policies, promoting work-life balance.
Professional Development: Opportunities for training, workshops, conferences, and certifications to enhance UX skills and stay current with industry trends.
Life and Disability Insurance: Standard insurance benefits to provide financial protection.
Employee Assistance Program (EAP): Resources to support mental, emotional, and financial well-being.

Working Hours:

Standard full-time working hours are expected, likely around 40 hours per week. While an on-site role, there may be flexibility in daily start/end times, subject to team and business needs. The "lean team/startup environment" suggests a need for dedication and a willingness to go the extra mile when necessary.

📝 Enhancement Note: The salary range provided is an estimate. Actual compensation will depend on the candidate's specific experience, qualifications, and negotiation, as well as Chubb's internal compensation structure. The benefits package is typical for large, established corporations like Chubb.

🎯 Team & Company Context

🏢 Company Culture

Industry: Insurance (specifically Pet Health Insurance provider Healthy Paws, a subsidiary of Chubb). The broader insurance industry is often characterized by a focus on risk management, customer trust, and regulated operations. Healthy Paws, as a direct-to-consumer brand, likely operates with a more agile and customer-centric approach within this framework. Company Size: Chubb is a large global corporation (tens of thousands of employees worldwide), while Healthy Paws operates as a more focused, potentially smaller, unit within it. This dual context means the UX Lead will experience the resources and structure of a large enterprise alongside the nimbleness of a specialized brand. Founded: Chubb was founded in 1882, bringing a long history of stability and expertise. Healthy Paws was founded in 2009, representing a newer, digitally-native brand within the insurance landscape. This blend of established strength and modern innovation shapes the company culture.

Team Structure:

Reporting: The UX Lead reports to the AVP of User Experience & Website Design at Healthy Paws.
Team Composition: The UX team is described as "lean," suggesting a small, focused group of designers and potentially UX researchers. This implies a high degree of individual contribution and responsibility.
Cross-functional Collaboration: The role requires significant collaboration with various marketing workstreams (SEO, Paid Media, Email, Social), product teams, and technology/development teams. This indicates a highly integrated approach to digital strategy and execution.

Methodology:

Data-Driven Decisions: A core methodology revolves around using analytics, user testing, and A/B testing to inform and validate UX design choices, directly linking UX efforts to business KPIs.
Agile Design & Development: The "lean team/startup environment" context suggests an agile or iterative approach to design and development, emphasizing rapid prototyping, feedback loops, and continuous improvement.
Stakeholder Alignment: A key process involves gathering requirements and presenting findings to business stakeholders at all levels, ensuring alignment and buy-in for UX initiatives.

Company Website: https://www.chubb.com/, https://www.healthypawspetinsurance.com/

📝 Enhancement Note: The "startup environment" within a large corporation means candidates should be comfortable navigating both structured corporate processes and the need for rapid, independent execution. Understanding the nuances of a regulated industry like insurance will also be beneficial.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Mid-Senior to Lead level within the UX discipline. It requires not only strong design skills but also strategic thinking, leadership in guiding design initiatives, and the ability to influence cross-functional stakeholders. It's a key individual contributor role with leadership responsibilities for the UX direction of Healthy Paws' digital platforms. Reporting Structure: Reporting to an AVP provides visibility to senior leadership and a direct line into strategic decision-making for digital experiences. The UX Lead will likely be a primary point person for UX within the Healthy Paws organization. Operations Impact: The UX Lead has a direct impact on critical business operations by enhancing user motivation to purchase and remain a customer. This translates to measurable outcomes in customer acquisition, conversion rates, customer lifetime value, and overall customer satisfaction, all of which are key drivers of revenue and business success.

Growth Opportunities:

Leadership Advancement: Potential to grow into a more senior UX management role, leading a larger team or expanding scope to encompass more of Chubb's digital initiatives.
Specialization: Opportunity to deepen expertise in specific areas like conversational AI UX, design systems at scale, or UX for regulated industries.
Cross-functional Mobility: Develop a strong understanding of integrated marketing and technology functions, potentially leading to roles in Product Management, Digital Strategy, or Marketing Operations.
Industry Exposure: Gain valuable experience within the insurance sector and a large multinational corporation, enhancing marketability and understanding of diverse business models.

📝 Enhancement Note: The "lean team" aspect suggests that growth might involve taking on broader responsibilities and demonstrating leadership through execution and strategic contribution, rather than immediate team management. The candidate has the opportunity to shape the UX function for a specific brand within a large enterprise.

🌐 Work Environment

Office Type: The role is specified as On-site, suggesting a traditional office-based work environment. This typically facilitates in-person collaboration, spontaneous discussions, and a clear separation between work and personal life. Office Location(s): The ideal candidate is located in the NJ (Whitehouse Station area), greater NYC, or Philadelphia area. This indicates that the Healthy Paws team may have a primary office location within these regions, or that the company values proximity to these major hubs for talent acquisition. Workspace Context:

Collaborative Hub: Expect a workspace that encourages collaboration with marketing, product, and technology teams, fostering a dynamic exchange of ideas.
Tool Accessibility: Access to industry-standard design and collaboration tools (Figma, Adobe Suite, potentially whiteboarding tools) will be provided.
Team Interaction: Opportunities for regular interaction with the lean UX team and broader Healthy Paws/Chubb colleagues for knowledge sharing and project alignment.

Work Schedule:

The standard work schedule is likely Monday to Friday, approximately 40 hours per week. Given the "startup environment" context, there might be an expectation of flexibility and commitment during peak periods or project deadlines, typical of roles aiming to drive rapid growth.

📝 Enhancement Note: While on-site, the emphasis on collaboration and a lean team suggests a working environment that values team synergy and proactive contribution. Candidates should be prepared for a dynamic environment where individual initiative is highly valued.

📄 Application & Portfolio Review Process

Interview Process:

Initial Screening: A recruiter or hiring manager will likely conduct an initial phone screen to assess basic qualifications, cultural fit, and interest in the role.
Portfolio Review & Presentation: Expect a dedicated session where you present your portfolio, focusing on 2-3 key projects that demonstrate your strategic thinking, design process, data utilization, and impact on business goals. Be prepared to articulate your role and contributions clearly.
Skills-Based Interview: Interviews with the hiring manager (AVP) and potentially other team members or cross-functional partners to delve deeper into your experience with specific tools, methodologies (user research, design systems), and handling complex stakeholder situations.
Take-Home Assignment/Case Study (Potential): Some roles may include a take-home design challenge or a scenario-based case study to evaluate your problem-solving approach and design skills in a practical context.
Final Round: May involve interviews with higher-level leadership to assess strategic alignment and overall fit within the broader Chubb organization.

Portfolio Review Tips:

Tell a Story: Structure your case studies as narratives. Clearly define the problem, your approach, the solutions you designed, and the measurable results achieved.
Highlight Data & Impact: Emphasize how you used data (analytics, user testing) to inform decisions and drive specific business outcomes (e.g., increased conversion rates, improved customer satisfaction scores). Quantify your impact whenever possible.
Showcase Process: Detail your design process, including research methods, wireframing, prototyping, and collaboration with developers. Demonstrate your ability to work with design systems and CMS.
Be Concise and Focused: Select projects that best represent the requirements of this specific role. Be prepared to discuss your individual contributions clearly, especially if you worked on a team.
Practice Your Presentation: Rehearse your portfolio walkthrough to ensure a smooth, confident, and engaging delivery within the allotted time.

Challenge Preparation:

Understand the Business: Research Healthy Paws and Chubb, their market position, and their customer base. Understand the competitive landscape in pet insurance.
UX for Insurance: Consider the unique aspects of UX design within a regulated industry like insurance – trust, clarity, compliance, and the customer lifecycle from acquisition to claims.
Data Synthesis: Prepare to discuss how you would approach analyzing user data and testing results to identify key areas for UX improvement for Healthy Paws.
Stakeholder Communication: Be ready to discuss scenarios involving conflicting stakeholder requirements or feedback, and how you would navigate them.

📝 Enhancement Note: Given the emphasis on data and business KPIs, candidates should prepare to speak extensively about the impact of their work using metrics. The ability to clearly articulate the "why" behind design decisions, supported by data, will be crucial.

🛠 Tools & Technology Stack

Primary Tools:

Figma: Essential for UI design, wireframing, prototyping, and collaboration. Proficiency in creating interactive prototypes and building design systems within Figma is expected.
Adobe Creative Suite: Proficiency in tools like Adobe Photoshop and Illustrator for asset creation, image editing, and visual design refinement. Adobe XD might also be used for prototyping.
User Testing Platforms: Experience with tools like UserTesting.com, Lookback, or similar for conducting remote moderated and unmoderated usability testing.
Behavior Analytics Tools: Familiarity with tools like Hotjar, Crazy Egg, or similar for heatmaps, session recordings, and user behavior analysis.

Analytics & Reporting:

Web Analytics: Proficiency in Google Analytics or similar platforms for tracking website performance, user behavior, and conversion funnels.
Data Visualization Tools (Desirable): Experience with tools like Tableau, Power BI, or Google Data Studio for creating dashboards and reports to communicate insights to stakeholders.

CRM & Automation:

CRM (Understanding): While not explicitly listed as a primary tool for the UX Lead, understanding how UX integrates with CRM systems (e.g., Salesforce, though not specified) and marketing automation platforms is beneficial for understanding the broader customer journey.
CMS Experience: Experience with Content Management Systems (CMS) is required, with a strong preference for Adobe Experience Manager (AEM) for content authoring.

📝 Enhancement Note: The core technical requirements center around design and prototyping tools (Figma, Adobe Suite) and user research/analytics platforms. Experience with AEM authoring is a significant plus, indicating a need for someone who understands content management workflows within the digital experience.

👥 Team Culture & Values

Operations Values:

User-Centricity: A deep commitment to understanding and advocating for the user throughout the design process.
Data-Driven: Reliance on quantitative and qualitative data to inform decisions, validate hypotheses, and measure success.
Collaboration: A strong emphasis on working effectively with cross-functional teams to achieve shared goals.
Innovation & Agility: A willingness to experiment, adapt, and embrace new technologies and methodologies to drive continuous improvement.
Excellence & Quality: A dedication to delivering high-quality, well-crafted designs that meet business objectives and user needs.
Efficiency: A focus on creating scalable solutions, such as design systems, that improve operational efficiency for content creators and developers.

Collaboration Style:

Integrated Teamwork: Expect a collaborative environment where UX is not siloed but deeply integrated with marketing, product, and engineering functions.
Open Communication: A culture that encourages open dialogue, constructive feedback, and knowledge sharing among team members.
Proactive Engagement: A style that involves proactively seeking input from stakeholders and partners to ensure alignment and buy-in.
Iterative Process: Collaboration will likely involve iterative design cycles, with frequent reviews and feedback loops.

📝 Enhancement Note: The company culture appears to value a proactive, data-informed, and collaborative approach. Candidates who can demonstrate these traits and thrive in a fast-paced, results-oriented environment will be a strong fit.

⚡ Challenges & Growth Opportunities

Challenges:

Balancing Startup Agility with Corporate Structure: Navigating the operational processes and approvals of a large corporation (Chubb) while maintaining the speed and flexibility of a lean, growth-focused brand (Healthy Paws).
Data Integration & Actionability: Effectively synthesizing data from various sources (analytics, user testing, market research) into clear, actionable design insights.
Stakeholder Management: Managing diverse stakeholder expectations and priorities, ensuring UX recommendations are understood and adopted across different departments.
Evolving Digital Landscape: Keeping pace with rapid changes in UX trends, AI integration, and digital marketing best practices to ensure Healthy Paws remains competitive.
Content Management Workflow: Optimizing the UX for content creators and editors, particularly within an AEM environment, to ensure efficient and effective website updates.

Learning & Development Opportunities:

Advanced UX Methodologies: Opportunity to deepen expertise in areas like behavioral economics, advanced user research techniques, and AI-driven UX.
Industry Expertise: Gain significant experience in the insurance sector, understanding its specific customer journeys and regulatory considerations.
Cross-functional Skill Development: Enhance understanding of marketing operations, SEO, and product development through close collaboration.
Leadership Skills: Develop leadership and strategic planning skills by influencing digital product direction and mentoring junior team members (if applicable).
Access to Chubb Resources: Leverage the training and development programs offered by Chubb, a large global organization.

📝 Enhancement Note: The primary challenge will be leveraging data effectively to drive demonstrable business impact within a complex organizational structure. Growth opportunities are significant due to the strategic nature of the role and the resources available within Chubb.

💡 Interview Preparation

Strategy Questions:

"How would you approach understanding the business goals and user needs for Healthy Paws' website and digital products?" (Focus on your research and discovery process).
"Describe a time you used data (analytics, user testing) to significantly improve a digital product's performance or user experience. What were the KPIs, and what was the outcome?" (Prepare a STAR method answer showcasing data-driven impact).
"How do you balance user needs with business requirements and technical constraints when designing solutions?" (Discuss your prioritization and negotiation skills).
"Imagine you need to design a new feature for our customer portal. Walk me through your process from initial concept to implementation." (Demonstrate your end-to-end design thinking).

Company & Culture Questions:

"What interests you specifically about Healthy Paws and the pet insurance industry?" (Research the company's mission, values, and market position).
"How do you adapt your design approach when working within a large corporate structure versus a startup environment?" (Highlight your flexibility and understanding of both contexts).
"Describe your ideal collaboration style with marketing, product, and engineering teams." (Emphasize proactivity, clear communication, and shared ownership).
"How do you measure the success of your UX work, and how do you communicate that success to stakeholders?" (Focus on metrics, reporting, and presentation skills).

Portfolio Presentation Strategy:

Quantify Everything: For each project presented, clearly state the problem, your specific role, the solutions you designed, and the measurable results (e.g., "Increased conversion rate by 15%", "Reduced task completion time by 20%").
Show, Don't Just Tell: Use visuals effectively – show wireframes, prototypes, user flows, and final designs. Explain the rationale behind your design choices.
Highlight Data Integration: Explicitly mention how user research and analytics informed your decisions at each stage of the project.
Focus on Impact: Connect your UX work directly to business objectives (customer acquisition, retention, revenue, efficiency).
Be Prepared for Questions: Anticipate questions about your design process, trade-offs made, challenges encountered, and alternative solutions considered.

📝 Enhancement Note: Prepare to discuss how you would specifically apply your skills to the pet insurance context and the challenges of a direct-to-consumer digital business. Demonstrating an understanding of how UX drives conversion and customer loyalty will be key.

📌 Application Steps

To apply for this UX Lead position:

Submit your application through the provided Oracle Cloud portal link.
Portfolio Customization: Curate your portfolio to prominently feature projects demonstrating data-driven design, conversion optimization, and experience with CMS or design systems relevant to Healthy Paws' digital presence. Include case studies that quantify impact.
Resume Optimization: Tailor your resume to highlight keywords from the job description, such as "UX Lead," "User Experience," "Website Design," "Analytics," "User Testing," "Figma," "Adobe Suite," "Design Systems," and "Stakeholder Management." Quantify achievements where possible.
Interview Preparation: Practice your portfolio presentation, focusing on articulating your process, design rationale, and the measurable business impact of your work. Prepare examples using the STAR method for behavioral questions.
Company Research: Thoroughly research Healthy Paws and Chubb, understanding their business models, target audience, and competitive landscape. Familiarize yourself with their current website and digital offerings to identify potential areas for UX improvement.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

UX Lead, User Experience & Website Design