The Process Engineer is a senior operational role within the Process Engineering function, responsible for the governance, monitoring and continuous improvement of AI-driven policy lifecycle processes. This role does not build or configure AI models, that sits with a dedicated engineering function, but instead acts as the operational owner of AI process performance, ensuring processes run accurately, compliantly and in alignment with business expectations. The Process Engineer translates operational observations into structured requirements, drives HITL reduction through evidence-based improvement cycles, and ensures all AI-driven processes are auditable, traceable and fit for purpose.
Key Responsibilities
Process Monitoring & Performance Oversight
Monitor AI process performance on a daily and weekly basis across assigned policy lifecycle domains, tracking accuracy rates, HITL volumes, process uptime and volumes processed against expected. Maintain visibility dashboards and escalate accuracy drops, HITL increases or process failures promptly. Track performance against SLA expectations and flag deviations.
Agent Performance Oversight
Monitor the behaviour and outputs of AI agents operating within assigned processes, identifying patterns of degradation, unexpected behaviour or decision quality issues. Maintain a clear picture of agent performance over time and use this to inform improvement requirements.
HITL Reduction & Continuous Improvement
Analyse HITL intervention patterns to identify where AI processes are underperforming. Raise structured, detailed business and functional requirements to the AI/ML engineering function for model and process improvements. Conduct UAT on new releases before go-live and track HITL trend improvement across enhancement cycles.
Process Transformation through AI
Define requirements for new AI-enabled processes or the AI augmentation of existing ones. Build and maintain decision trees for AI routing and exception handling. Develop AI-ready SOPs that are structured, unambiguous and formatted for both AI consumption and human oversight. Support the end-to-end transition of manual processes into AI-driven workflows.
Process Audit & Traceability
Perform regular sample-based QA reviews of AI process outputs. Conduct root cause analysis when quality issues or failures occur. Define and raise auditability and traceability requirements — including decision logs, confidence scores and HITL audit trails — to the engineering function. Ensure processes meet internal compliance and operational audit standards.
QualificationsDeep understanding of insurance policy lifecycle processes across one or more domains (bookings, endorsements, certificates, marine and niches)
Ability to interpret AI/ML performance metrics — accuracy, precision, recall, HITL rate — without building models, but with sufficient literacy to identify what is going wrong and articulate it clearly
Structured requirements writing: clear, unambiguous business and functional requirements
UAT design and execution: test cases, defect documentation and sign-off
Root cause analysis and structured problem-solving
Process documentation: decision trees, AI-ready SOPs and process maps
Comfortable working with operational data to identify trends and anomalies
Strong stakeholder communication: able to translate business observations into engineering requirements
Familiarity with operational systems including Ops+, Ingestion and Workview, or the ability to learn rapidly
What we offer in return:
- 32 days of vacation a year
- 2 days working from home option + additional flexible days
- Entry time flexibility
- Life and accident insurance
- Meal allowance
- Pension plan
- Stock Purchase plan
- Flexible compensation scheme
- Wellhub
- Employee assistance program
- Comprehensive Learning & Development offer
Our core values—Integrity, Client Focus, Respect, Excellence, and Teamwork—guide how we live and work. We are committed to being an ethical and honest company, fostering mutual trust and respect among our employees, clients, and partners. We strive to create a collaborative and supportive environment where everyone can perform at their best.
Chubb is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
We ensure our recruitment process is inclusive and accessible. If you require reasonable adjustments, please let us know in your application or during discussions with our recruiters.
Skills Required
- Minimum 5 years' experience in process improvement, operational excellence, or project management roles
- Strong analytical and problem-solving skills with proficiency in data analysis tools
- Excellent communication, facilitation, and interpersonal skills
- Experience in insurance or regulated industries
- Proven track record of delivering measurable improvements
- Ability to manage multiple projects simultaneously
- Bachelor's Degree preferable
- Professional certification in Lean, Six Sigma or equivalent
- English - advanced (verbal and written)
What We Do
Chubb is the world’s largest publicly traded property and casualty insurance company. With operations in 54 countries and territories, 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. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs 31,000 people worldwide. Additional information can be found at: chubb.com.
