Director, Experience Management

4 weeks ago

Hartford, Connecticut, United States The Travelers Companies, Inc. Full time

About the Role

We are seeking a Director, Experience Management to drive the successful activation and execution of the Voice of Agent strategy, contribute data and insight to the development of the strategy for experience initiatives, and lead VoA Experience Research initiatives across the enterprise.

Key Responsibilities

  • Drive, plan, and deliver Experience Management strategy and vision for Voice of Agent 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 strategy, vision, and initiatives.
  • Act as an ambassador for Experience Management and Voice of Agent, 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 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.
  • Act as the Agent Experience method coach to Journey teams.

Requirements

  • 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 We Offer

  • 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.

Equal Employment Opportunity

Travelers 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.

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