AVP, Personal Insurance Experience Management

Travelers • Hartford, CT

3d

About The Position

In Personal Insurance, our objective is to be the best at helping people protect the things that matter most. Our strategy is to deliver value through experiences that truly reflect what matters most to our customers - across every channel, product, and interaction. As the AVP, Experience Strategy & Management, you will be a key leader driving this vision forward by strengthening and scaling our experience management practice in a way that is actionable, valuable, and measurable. You will develop, own, and activate the experience strategy across Personal Insurance, ensuring that experience initiatives are aligned, prioritized, and executed to deliver holistic, end-to-end outcomes. You will partner closely with Product, Operations, Analytics, Marketing, and Enterprise Experience Teams to create a shared vision for the experiences we want to deliver — one that is grounded in deep customer understanding and forward-looking insights. By embedding a journey-based ownership mindset across the organization, you will champion 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 role requires building and scaling a real-time listening and insights engine that empowers agile teams to prioritize and act with confidence. You and your team will represent the voice of the customer by synthesizing research, feedback from customers/agents/employees, and product/operational data, recommending additional customer research as needed, and providing timely, actionable insights. You will also be responsible for understanding and aligning with the Personal Insurance business strategy, as well as our Marketing & Product Strategies, helping these teams meet their goals through experience-driven initiatives. As a strategic partner to leadership across Personal Insurance and Enterprise functions, you will support strategic planning, ideation, and execution of the experience management portfolio. You will evolve the customer-centric experience management vision and strategy, and translate it into a prioritized delivery roadmap by exploring customer journeys, identifying pain points, defining capabilities, and setting measurable business targets. You will be accountable for driving measurable business impact through improved satisfaction, loyalty, and operational efficiency. Additionally, you will play a critical role in integrating emerging technologies, including AI, into the evolution of Experience Management. By leveraging AI-driven analytics, automation, and personalization capabilities, you will help transform how we capture insights, predict customer needs, and deliver more proactive, individualized experiences — positioning Travelers at the forefront of customer-centric innovation.

Requirements

• Ten years of experience in a related experience management, market research, user experience design, or experience analytics environment.

Nice To Haves

• Bachelor’s degree.
• Eleven years of experience in experience management, market research, user experience design, or experience analytics.
• Extensive knowledge of experience management methodologies, processes, and tools in the Insurance and/or Financial Services and demonstrated experience developing and implementing experience management transformation strategies.
• Exceptional data analysis skills with the ability to drive implementation of recommendations to enhance organization.
• Advanced leadership skills with the ability to oversee complex projects, coach and develop team members, leverage differences, and strategically align resources to accomplish key objectives.
• Excellent communication skills with the ability to present, influence, and negotiate at various levels of the organization and with external partners.
• Ability to drive change across the organization by building credibility and trust to influence all levels across the organization.

Responsibilities

• Establish and drive Experience Management strategy and vision leveraging all disciplines (research, design, culture) across Personal Insurance and accountable for successful results.
• Create alignment and strategic partnerships across the enterprise, business groups and support partners and functions.
• Contribute to continuous improvement/optimization of Travelers experience transformation methodology, framework, best practices, tools, and training/coaching curriculum.
• Assess and drive the experience management Transformation/maturity.
• Stay abreast with leading edge technologies and experience management methodologies and make recommendations to adopt within Travelers.
• Collaborate with Enterprise and Personal Insurance Data & Analytics teams to enhance measurement frameworks, predictive models, and dashboards.
• Build and scale a real-time listening and insights engine that synthesizes qualitative and quantitative data streams to inform decision-making.
• Democratize insights and embed them directly into workflows to enable data-driven, customer-centric actions.
• Partner with Experience Design to translate strategy into human-centered, inclusive solutions.
• Champion a culture of customer obsession, continuous learning, and shared journey ownership.
• Elevate customer and agent stories to drive empathy and organizational alignment.
• Provide thought leadership on experience management maturity, emerging technologies, and best practices.
• Perform other duties as assigned.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees