Director, Enterprise Experience Management

Travelers • Hartford, CT

1d • $123,400 - $203,600

About The Position

Experience Management teams create shareholder value by improving the experiences customers, agents, and employees have with Travelers. Using data and a human-centric approach, they redesign processes and innovate future-state experiences so every interaction can become a competitive advantage.

As a Director, Experience Management, you will lead the activation and execution of experience initiatives within a supported line of business or function. You will lead cultural change toward an experience-centric organization, with a focus on end-to-end experience, operational excellence, forward-looking insights, process management, technology innovation, and efficiency. This position may manage others.

For ECX, the Director serves as an experience management journey-method coach to journey teams and drives journey practices into business lines and functions.

Requirements

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

Nice To Haves

• Bachelor’s degree.
• Seven years of experience in experience management, market research, user experience design, or experience analytics.
• 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.
• General knowledge of the processes of supported business functions and their use of technology.
• Excellent analytical skills, including the ability to evaluate and understand current data and systems, identify deficiencies and opportunities, recommend changes, and translate them into business impacts.
• Experience leading and managing complex projects.
• Excellent ability to connect with and effectively build relationships in a cross-functional team to complete project goals.

Responsibilities

• Drive, plan, and deliver the Experience Management strategy and vision within a specific discipline: research, design, or culture.
• Be accountable for the journey roadmap and successful execution of supported initiatives.
• Collaborate across the enterprise, business groups, and support partners and functions.
• Act as an ambassador and model behaviors that drive outcomes and change.
• Contribute to continuous improvement and optimization of the experience transformation methodology, framework, best practices, tools, and training and coaching curriculum.
• Oversee enterprise experience management processes and ensure enhancements to existing processes or successful rollout of new processes.
• May coach the team on experience management processes.
• May support or launch journeys and maintain momentum on in-flight experience management journeys.
• Serve as the experience management journey-method coach to journey teams.
• Drive journey practices into business lines and functions.
• 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 the employee’s 401(k) when the employee makes a student loan payment.
• Pension Plan funded 100% by Travelers.
• At least 20 days of paid time off annually.
• Nine paid company holidays.
• Wellness program with tools, discounts, and resources for wellness goals and caregiving needs.
• Mental health program offering access to free professional counseling services, health coaching, and other resources.
• Matching Gift and Volunteer Rewards program.

What This Job Offers

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