Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.
Customer Experience
Compensation Overview
The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.
Salary Range
$117,200.00 - $193,400.00
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Experience Management teams create shareholder value by improving the experiences customers, agents, and employees have with Travelers. Leveraging data and a human-centric approach, we are redesigning processes, and innovating the future state to make every interaction a competitive advantage. As a Director, Experience Management, you will drive the successful activation and execution of experience initiatives within a supported line of business or function. You will lead cultural change towards an experience-centric organization, focused on end-to-end experience, operational excellence, forward looking insights, process management, technology innovation, and efficiency. This position may manage others.
This role combines strategic oversight of CX programs with tactical implementation of best practices across the organization, ensuring alignment with organizational goals and fostering a culture of exceptional customer experience
What Will You Do?
- Drive, plan, and deliver the Experience Management strategy and vision across the function.
- Accountable for successful execution of supported journey initiatives.
- Collaborate across the enterprise, business groups and support partners and functions.
- Act as an ambassador and model the behaviors to drive outcomes and change.
- Contribute to continuous improvement/optimization of experience transformation methodology, framework, best practices, tools, and training/coaching curriculum.
- Oversee enterprise experience management processes and ensure enhancements to existing or successful rollout of new processes. May provide coaching on processes to team.
- May support and/or launch journeys and continue the momentum of in-flight experience management journeys.
- Provide strategic direction and support to field teams, acting as a senior advisor, to ensure consistent application of CX best practices. Triage and respond to inquiries from field EMT and/or CX Leads. This includes evaluating and acting on field feedback based on CX insights and practices.
- Evaluate and maintain current CX-related content (eg Knowledge Guides, Claim U content) and make recommendations for updates based on the most current expectations, research and journey data.
- Bring awareness of TRV AI sources and how CX content can be best leveraged to inform AI output, both internal and external facing
- Act as CX Subject Matter Expert on new/updated content and curriculum.
- Lead efforts to stay abreast of CX research and industry tools, integrating insights into strategic planning. Stay current with Travelers CX-related internal customer research as well as from key external research and advisory firms. Tie research to existing and upcoming work.
- Bring forward recommendations for potential gaps that need to be solved for as a result of emerging trends.
- Leverage data to identify potential efficiencies in the Closed Loop Program. Monitor low score, media, and hot word alerts to investigate systemic experience issues.
- Understands importance of making sure all copy is aligned with Travelers brand guidelines and follows internal approval processes. Writes clear, persuasive, original copy. Works on several campaigns at once, under pressure and on tight deadlines.
What Will Our Ideal Candidate Have?
- Bachelor’s degree.
- Broad knowledge of experience management methodologies, processes, and tools in the Insurance and/or Financial Services Industry with the ability to identify and recommend strategies to improve Travelers experience management transformation.
- Knowledge of claims processes and CX best practices.
- Collaborative approach to problem-solving and a confident communicator.
- Excellent analytical skills with the ability to evaluate and understand current data and systems, find deficiencies/opportunities, recommend changes, and translate into business impacts.
- Experience leading and managing complex cross-functional projects.
- Excellent ability to connect with and effectively build relationships in a cross-functional team to complete project goals.
- Proven ability in crafting customer-facing content
- Experience in experience management, market research, user experience design, or experience analytics preferred.
What is a Must Have?
- Six years of experience in a related experience management, market research, user experience design, or experience analytics environment.
What Is in It for You?
- Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
- Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
- Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
- Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
- Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.
Employment Practices
Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.
In accordance with local law, candidates seeking employment in Colorado are not required to disclose dates of attendance at or graduation from educational institutions.
If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.
Travelers reserves the right to fill this position at a level above or below the level included in this posting.
To learn more about our comprehensive benefit programs please visit http://careers.travelers.com/life-at-travelers/benefits/.
