Director of Operations Transformation & AI (Madrid or London based)

Location: Madrid or London. We're building the function that will define how AI-enabled insurance operations run across EMEA — and we're looking for the person to lead it. This person will report to the Director of EMEA Commercial Operations.

Key Responsibilities

• Build & lead the team: Recruit, develop, and inspire a multidisciplinary team of AI operations specialists, analysts, and engineers. You'll define career paths and create a culture where operational excellence and genuine innovation coexist.
• Own the regional roadmap: Architect and deliver the EMEA AI operational automation roadmap — tightly aligned to business strategy and built for scale. You'll design the org structure, governance frameworks, SOPs, and KPI/SLA models that make AI investments measurable and accountable.
• Stay close to the detail: This isn't a hands‑off role. You'll actively configure, deploy, and monitor Agentic AI agents, troubleshoot complex issues, and guide the development of the supporting technical capabilities (including Digital Intake) that power the end-to-end process.
• Drive real outcomes: Translate AI capability into tangible results — productivity, accuracy, cost reduction, and better customer experiences. You'll identify the highest-value automation opportunities and build the commercial frameworks (including chargeback models) that connect AI investment to business impact.
• Manage risk, stay compliant: Ensure all AI agent activities meet insurance regulations, data privacy laws, and internal risk policies. You'll partner with compliance, legal, and IT security to stay ahead of emerging risks.
• Engage at every level: From engineering teams to executive leadership to the board, you'll communicate progress, challenges, and results clearly and confidently. You'll support investment prioritization and help shape how AI is understood and governed at the top of the organisation.

Qualifications

• 10+ years of experience in technology operations, AI/automation, or senior leadership roles.
• A genuine track record of operational transformation in fast‑moving, technology‑driven environments.
• Deep understanding of Agentic AI architectures, automation platforms, and operational best practices.
• Experience leading teams through human‑AI workflow evolution — attracting and retaining talent that thrives in this space.
• Strong executive communication and stakeholder management skills — you can hold a room at C‑suite level and build trust across functions.
• Hands‑on experience with compliance, risk, and security in AI or automation contexts.
• Bachelor's or Master's in Computer Science, Engineering, Business, or a related field.

You'll shape a multi‑year regional strategy while staying close enough to delivery to make it real. This is a foundational role — what you build now will define how AI‑enabled insurance operations work across EMEA for years to come. If you're the kind of leader who gets energized by building from the ground up, driving change at scale, and making the future of AI in insurance happen — we'd love to hear from you.

What We Offer In Return

• 32 days of vacation a year
• 2 days working from home option + additional flexible days
• Working from home allowance
• Entry time flexibility
• Private medical insurance
• Life and accident insurance
• Meal allowance
• Pension plan
• Stock purchase plan
• Flexible compensation scheme
• Wellhub
• Employee assistance program
• Comprehensive Learning & Development offer

Diversity & Inclusion

At Chubb, we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances. We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know in your application or in any future discussions with our recruiters.

Equal Opportunity Statement

It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Chubb Spain must be legally authorized to work in Spain.