Director, Decision Science - CX Interaction Analytics

Travelers-posted 1 day ago

Full-time • Director

Hartford, CT

5,001-10,000 employees

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At Travelers, our vision is to advance our ability to fuel analytic-driven business decisions by accelerating cross-enterprise collaboration and capabilities. As a Director of Decision Science, Interaction analytics, you will lead the use of advanced analytics and statistical principals to design and transform world-class customer experiences. You will combine data expertise, statistical principles, business understanding, relationship building, and communication skills that will help to advance analytical maturity and business outcomes. By combining deep technical expertise with strong business orientation, you will help quantify insights, identify opportunities, and influence enterprise-wide strategies that improve the journeys and interactions of our customers, employees, and business partners. This role is accountable for delivering actionable insights through explanatory modeling and analytics, surfacing the “why” behind business trends, and translating findings into measurable outcomes and recommendations. You will design and influence experiential metrics, evaluate outcomes, and recommend optimizations to drive business value and optimized experiences. In doing so, you will partner with leaders across the enterprise to inform CX priorities, consult on business strategies, and ensure alignment with enterprise goals.

Leverage creative problem solving and deep technical and business knowledge to answer complex questions from business partners and package in a way to be used across senior leaders.
Lead and execute on complex CX-focused analyses to quantify insights, design experiential metrics, and identify opportunities for journey and interaction optimization.
Synthesize findings across multiple analyses and communicate insights using data visualization, storytelling, and business translation tailored to senior leaders.
Direct the team in determining and using appropriate techniques that may include diagnostic analysis, active monitoring and/or multivariate modeling methods that can be used to influence strategic business decisions by balancing constraints and opportunities.
Be a mentor or resource for less experienced analytic talent, onboard new employees and interns, and provide support for recruiting and talent assessment efforts.
Explore and implement new data and analytic tools, techniques and industry best practices to apply to business problems.
Interpret and synthesize findings across multiple analyses and influence optimal business action based on balancing business constraints and analytical findings.
Build organizational partnerships across lines and functional teams to define and inform key strategic decisions.
Ensure sound data strategy, quality, and coding best practices and bring recommendations and suggestions for improvements to supporting areas.
Perform other duties as assigned.

Bachelor’s degree or five years of experience in data, analytics, engineering, science, technical analytical fields or relevant experience.

Bachelor’s Degree in a STEM related field, or a Business School Master’s Degree with a concentration in a technical or analytical field.
Seven years of related data and analytic experience.
Experience using explanatory, diagnostic, and inferential techniques such as experimental design, hypothesis testing, clustering analysis, time series and other statistical modeling algorithms with the ability to decide the appropriate methodology for the purpose.
Experience working on large-scale multidimensional data using advanced knowledge of open-source cloud-enabled analytical programming languages.
Experience leading and managing complex projects.
Ability to think strategically and use judgement to resolve issues as they arise.
Excellent communication skills with the ability to interact, tailor, and translate analyses and methodology and influence at senior levels of the organization.
Proactively build and own professional business relationships across the Enterprise.

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.

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