Cloud & eCommerce – Chubb Insurance

In 2024, Chubb —a global leader in insurance— faced the challenge of modernizing 5 insurance eCommerce platforms and its auto insurance mobile app under three critical pressures: reduce cloud costs, enable hyper-personalization with generative AI, and comply with new regulatory frameworks (NOM-241, PCI DSS 4.0).

As Product Owner with a dual role as Scrum Master, I led distributed teams across Mexico, LATAM, and the U.S., orchestrating a complex ecosystem under SAFe 6.0 + Scrum@Scale. Cloud-native technologies and advanced analytics became catalysts for a cultural shift toward DevOps and AIOps.

My role went far beyond backlog management: I designed strategic roadmaps, resolved mission-critical CI/CD bottlenecks, coordinated multi-cloud releases, and translated complex compliance requirements into secure technical solutions. The results were clear: 61% reduction in Time-to-Market, 99.98% uptime across eCommerce platforms, and a 30% boost in digital conversions.

Key Responsibilities

Managing strategic backlogs, epics, and user stories aligned with corporate OKRs.

Facilitating Scrum ceremonies and PI Planning across multi-country teams.

Coordinating cloud implementations and change management (BuildPermit + ServiceNow).

Resolving critical CI/CD blockers, reducing deployment failures by 85%.

Designing and implementing Onboarding 5.0 processes with AI and AR.

Delivering executive-level reports for Citi & Chubb stakeholders, ensuring alignment and visibility.

Technical Architecture

Operational separation of 5 eCommerce platforms (Citi vs. Banamex):

Frontend: Next.js 15 micro-frontends with React Server Components.

Backend: Node.js 22 APIs deployed on AWS Lambda (Firecracker MicroVMs).

DevOps: Argo CD + Flagger for canary deployments, GitHub Advanced Security.

Results: –25% cloud costs in 4 months; zero failures across 22 consecutive releases.

AI-Powered Auto Insurance App:

OCR: Google Vertex AI for invoice processing.

Generative AI: AWS Bedrock + LangChain (RAG) with GPT-4 Turbo fine-tuned on Chubb data.

Checkout: PCI DSS 4.0 compliance with Stripe Elements.

Results: +30% conversions; 4.9/5 App Store rating.

Management Model

Hybrid framework: SAFe 6.0 + Scrum@Scale.

Strategic backlog: Epics → features → stories with traceability in Jira Align.

Ceremonies: Global PI Planning, sprint reviews, retrospectives with cross-cultural teams.

Semester roadmap:

Frontend → WebAssembly for actuarial calculations.

Backend → Oracle 19c migration → AWS Aurora PostgreSQL 16.

DevOps → Chaos Engineering (Gremlin) + 360° observability (Dynatrace + ELK).

Talent Management: Onboarding 5.0 with AI Mentors and AR training via Microsoft Mesh.

OKRs & Metrics

Objective: Shorten Time-to-Market and strengthen operational resilience.

KR1: Automate 80% of regulatory tests (NOM-241) → Achieved 82%.

KR2: Implement feature flags across 100% of microservices → Completed in 5 months.

Results:

Time-to-Market: 9 → 3.5 weeks (–61%).

eCommerce Availability: 99.2% → 99.98% (78h downtime prevented annually).

CSAT: 82% → 94% (+12pp in customer retention).

CI/CD Errors: 15% → 2.3% (–85% rollbacks).

Talent Onboarding: 6 → 4 weeks (–30%), NPS 92%.

Key Technologies

Frontend: Next.js 15, React Native 0.74, WebAssembly.

Backend: Node.js 22, AWS Lambda (Firecracker), Aurora PostgreSQL 16.

DevOps: GitHub Actions (AI-powered), Argo CD, Flagger, Gremlin for Chaos Engineering.

Security: GitHub Advanced Security, Curity 8.0, Zero Trust with HashiCorp Boundary.

Observability: Dynatrace, ELK Stack, Kubecost 3.0 (FinOps).

Governance: Jira Align, ServiceNow, Plutora.

Key Achievements

✔ Separated 5 eCommerce platforms into independent ecosystems → $37.5K USD cloud savings in 4 months.
✔ Auto insurance app → +30% conversions, 4.9/5 App Store rating.
✔ Time-to-Market reduced by 31% (9 → 6 weeks).
✔ Deployment errors reduced by 85%, eliminating critical rollbacks.
✔ Onboarding 5.0 → –30% integration time, NPS 92%.
✔ Prevented digital fraud → $750K USD in irregular policies detected via DBRX models.