Chubb
Summer internship:
Marketing &
PRS Customer Experience
Chubb is a global leader in property and casualty insurance, providing personal and commercial insurance solutions in more than 50 countries and territories. During my internship with Chubb's Personal Risk Services Customer Experience team, I contributed to projects focused on enhancing the customer journey and improving the overall client experience.
NOTE: To protect company and customer confidentiality, internal data, metrics, and client information have been omitted, and I created presentations overviewing the process I used in these tasks rather than the actual data.
FullStory
Digital Analytics & Customer Experience
During my internship at Chubb, I used FullStory (an analytical tool) to analyze customer behavior across digital experiences and better understand how users interacted with the company’s website and mobile app. I analyzed user journeys, conversion funnels, clicks, engagement, drop-off points, and session replays to identify patterns and potential areas of friction. I also helped monitor previously identified digital issues over time, reviewing user sessions to determine whether problems persisted after updates or fixes and tracking their overall status and impact. Findings were organized into recurring reports and presentations to communicate insights and help the team identify areas requiring continued attention or improvement.
Step Cards
Visual Communication & Informational Design
During my internship at Chubb, I helped create and update a series of step cards designed to make digital processes easier for agents to understand and complete. I transformed detailed instructions into clear, step-by-step visual guides by organizing content, simplifying directions, incorporating screenshots and callouts, and maintaining consistent branding across materials. This work required me to consider the end-user experience and communicate complex processes in a format that was clear, concise, and easy to follow. The examples shown have been recreated and sanitized for portfolio use to protect internal systems, processes, and company information.
Data Accuracy Project
Data Validation & Cross-Functional Collaboration
During my internship, I contributed to a data-quality project focused on maintaining accurate information across internal records and customer-facing digital listings. I cross-referenced information between systems to identify discrepancies, documented records requiring review, and collaborated with internal stakeholders to verify names, contact information, and other listing details. I then tracked confirmed changes and outstanding items to help ensure public-facing information remained accurate and up to date.