Senior XD Lead - Journey Transformation

Travelers • Hartford, CT

428d • $117,200 - $193,400

About The Position

The Senior XD Lead - Journey Transformation at Travelers Insurance is a pivotal role within the Enterprise Experience Design (ECX) team, focused on enhancing customer journeys and driving transformation projects. This position involves understanding user experiences, identifying pain points, and developing innovative solutions that resonate with customers, agents, and employees. The role supports the Billing and Payment Transformation project and other journey transformation efforts, ensuring that customer feedback informs the design process and leads to cohesive, valuable experiences.

Requirements

• Bachelor's degree or its equivalent in work experience.
• Six years of related experience.
• Seven years of related experience in a relevant field such as HCI, VCD, Service Design, Anthropology, etc.
• One year of leadership experience (formal management or other).
• Strong knowledge of most areas, along with proficiency in application of three or more: Design research, Interaction design, Visual design, Content design, Information design, Service design, Prototyping, Presentation and communication, Collaboration and facilitation, Design strategy, Usability testing, Data analysis, Design systems.

Nice To Haves

• Experience in design thinking methodologies.
• Familiarity with customer journey mapping tools.
• Knowledge of accessibility standards in design.

Responsibilities

• Plan and support user research (qualitative and quantitative) to identify and understand the target user, their pain points, and needs.
• Translate research findings into experience concepts that lead to the creation of valuable, reimagined experiences.
• Collaborate with stakeholders, product owners, etc., to enhance both new and existing features by validating and translating needs into deliverables.
• Utilize a design thinking approach to improve experiences and ensure customer satisfaction at every touchpoint.
• Plan and successfully run design thinking workshops with business, users, product owners, and tech team members.
• Communicate customer experiences through narratives, customer journey maps, and service blueprints throughout the design process.
• Promote user-centered design principles at all times, ensuring customer needs are prioritized in all design efforts.
• Perform other duties as assigned.

Benefits

• Health Insurance: Coverage for employees and eligible family members from the first day of employment.
• Retirement: 401(k) matching contributions dollar-for-dollar up to the first 5% of eligible pay, and a fully funded Pension Plan.
• Paid Time Off: Minimum of 20 days annually plus nine paid company holidays.
• Wellness Program: Access to tools, discounts, and resources for wellness goals, including mental health support.
• Volunteer Encouragement: Matching Gift and Volunteer Rewards program to support charitable contributions.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree