Director, Experience Management
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Who Are We?Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.Job CategoryCorporate Services/Other, Customer ExperienceCompensation OverviewThe annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.Salary Range$117,200.00 - $193,400.00Target Openings1What Is the Opportunity?Experience Management teams create shareholder value by improving the experiences customers, agents, and employees have with Travelers. Leveraging data and a human-centric approach, we are redesigning processes, and innovating the future state to make every interaction a competitive advantage.As a Director, Experience Management – Voice of Agent Experience (VoA) Research, you will drive the successful activation and execution of the VoA strategy, contribute data and insight to the development of the strategy for experience initiatives and lead VoA Experience Research initiatives across the enterprise.You will lead 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 position may manage others.What Will You Do?Drive, plan, and deliver Experience Management strategy and vision for Voice of Agent (intermediary sales team) research projects, initiatives and experiences.Collaborate across the enterprise, business groups and support partners and functions to build awareness and facilitate adoption of Voice of Agent (intermediary sales team) strategy, vision and initiatives.Act as an ambassador for Experience Management and Voice of Agent (intermediary sales team) , specifically, and model the behaviors to drive outcomes and change.Contribute to continuous improvement/optimization of experience transformation methodology, framework, best practices, tools, and training/coaching curriculum.Oversee Voice of Agent (intermediary sales team) research processes and identify, deliver and/or support the implementation of enhancements or rollout of new processes.Manage the process from questionnaire and sampling design, programming, through reporting and insights, partnering closely with internal SMEs.Develop and maintain key metrics and reporting for all agent listening programs.May support and/or launch journeys and continue the momentum of in-flight Agent experience journeys.Partners with Closed Loop Lead to maintain Promoter, Passive and Detractor activation programs.Partners with Data & Analytics Lead to initiate, support and deliver results of advanced analytics.ECX Specific:Act as the Agent Experience method coach to Journey teams.What Will Our Ideal Candidate Have?Bachelor's degree.Seven years of experience in market research, customer experience research, 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 insurance agency and carrier processes and technology.Excellent analytical skills with the ability to evaluate and understand current data and systems, find deficiencies/opportunities, recommend changes, and translate 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.What is a Must Have?Six years of experience in a related experience management, market research, user experience design, or experience analytics environment.What Is in It for You?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.Employment PracticesTravelers is an equal opportunity employer. We believe that we can deliver the very best products and services when our workforce reflects the diverse customers and communities we serve. We are committed to recruiting, retaining and developing the diverse talent of all of our employees and fostering an inclusive workplace, where we celebrate differences, promote belonging, and work together to deliver extraordinary results. In accordance with local law, candidates seeking employment in Colorado are not required to disclose dates of attendance at or graduation from educational institutions.If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.Travelers reserves the right to fill this position at a level above or below the level included in this posting.To learn more about our comprehensive benefit programs please visit .SummaryLocation: CT - HartfordType: Full time