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 170 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.

Customer Experience

Compensation Overview

The 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

$123,400.00 - $203,600.00

1

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, you will drive the successful activation and execution of experience initiatives within a supported line of business or function. 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 the Experience Management strategy and vision within a specific discipline (research, design, culture) across the function.
• 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 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 enterprise experience management processes and ensure enhancements to existing or successful rollout of new processes. May provide coaching on processes to team.
• May support and/or launch journeys and continue the momentum of in-flight experience management journeys.
• ECX Specific:
• Act as the experience management journey method coach to the journey teams.
• Drive journey practices into the business lines and functions.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• 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 processes of business functions supported and use of 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.