AVP Experience Design, Personal Insurance

Travelers • Hartford, CT

1d • $182,400 - $301,000

About The Position

The Assistant Vice President of Experience Design in Personal Insurance leads the strategies, processes, and structures for discovering and delivering solutions that create valuable experiences for customers, agents, and employees. The role plans, manages, and directs teams responsible for designing and enhancing user experiences and capabilities within the Experience Design practice, while guiding experience vision and strategy across workstreams, departments, and business units in alignment with company objectives and values.

The AVP collaborates with leaders in journey and product management, engineering, data and analytics, and business functions to advance organizational strategy. This senior leader promotes human-centered design practices, sets standards and processes, and builds partnerships across Travelers. The position manages and develops senior staff, supports effective recruiting and personnel evaluation, and leads high-priority Personal Insurance initiatives. It also represents Personal Insurance on the Enterprise XD Council, helping shape the discipline’s future direction, capability roadmap, talent development strategy, tools, and ways of working, including approaches to AI-enabled experience design.

Requirements

• Bachelor’s degree or equivalent work experience.
• At least 12 years of related experience.
• At least 5 years managing others.
• Applicants must be authorized to work for any employer in the United States; the company does not sponsor or support H-1B petitions, TN status, or Forms I-983/STEM OPT for this role.

Nice To Haves

• Experience in a related field such as HCI, VCD, Service Design, or Anthropology.
• 15 years of related experience.
• 8 years of leadership experience, formal management or otherwise.
• Advanced knowledge of most listed Experience Design areas, expert-level knowledge and application of at least four, and the ability to teach others at an advanced level: design research, information architecture, interaction design, visual design, content design, information design, service design, prototyping, presentation and communication, collaboration and facilitation, design strategy, usability testing, data analysis, and design systems.

Responsibilities

• Contribute domain expertise and leadership to functional business plans with bottom-line impact, serving as a trusted advisor across business areas.
• Communicate design strategies and objectives effectively, coordinate work across teams and organizations, and enable ongoing collection, analysis, and application of feedback.
• Establish and manage strategic objectives for the Experience Design function, including its policies, practices, staffing, and budgets.
• Set priorities and guide collaborative definition and refinement of experience goals, journey maps, information architecture, scenarios, personas, interactions, and content.
• Promote research and testing that engages stakeholders in understanding user experiences and supports measurement of human-centered outcomes.
• Partner across functions to champion human-centered, research-informed, experimental, and data-informed decision-making.
• Set strategic objectives and guide adoption of new and improved tools, methods, and processes.
• Coach and mentor senior Experience Design staff and leaders, support practice development and leadership growth, and lead recruiting and hiring efforts.
• Lead experience designers delivering high-priority Personal Insurance initiatives that measurably improve customer, agent, and employee experience.
• Set performance goals, provide ongoing feedback, and conduct standard performance reviews for direct reports.
• Represent Personal Insurance as a member of the Enterprise XD Council and help set direction for the Experience Design discipline across Travelers.
• Define the future state of Personal Insurance Experience Design with the Enterprise XD Council, including a capability roadmap and talent development strategy.
• Partner with the Enterprise XD Council to shape and adopt tools, skills, and ways of working in Personal Insurance; pilot approaches as AI changes experience research, design, and delivery, and share learnings with the enterprise.
• Establish engagement models that align Experience Design across Personal Insurance Software Development Lifecycle (SDLC+) initiatives, accelerate delivery, improve business outcomes, and strengthen the function’s strategic influence.
• Perform other duties as assigned.

Benefits

• Health insurance coverage for eligible employees and family members from the first day of employment.
• Dollar-for-dollar 401(k) matching on contributions up to the first 5% of eligible pay, subject to an annual maximum.
• Paying it Forward Savings Program contributions to an employee’s 401(k) when the employee makes payments toward student loan debt.
• A pension plan funded 100% by Travelers.
• A minimum of 20 days of paid time off annually.
• Nine paid company holidays.
• Wellness program tools, discounts, and resources, including caregiving support.
• Free professional counseling services, health coaching, and other mental health resources.
• Matching Gift and Volunteer Rewards program.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior