Director, Experience Management - Claim

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.

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

$117,200.00 - $193,400.00

Target Openings

1

What 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, 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.
• Lead the creation and execution of customer experience strategies and initiatives across a supported line of business or function.
• Drive cultural change towards a customer-centric organization, focusing on customer experience, operational excellence, insights, process management, innovation, and efficiency.
• Lead claim journeys by overseeing daily operations, providing support and innovative ideas, and escalating any obstacles to leadership when necessary.
• Accountable for the journey roadmap and successful execution of supported initiatives.
• Define, sequence, and maintain a backlog of work in partnership with the Product team, Business Delivery Office, and other relevant stakeholders as needed.
• Act as the advocate for the customer or end-user; possess a thorough understanding of their needs and proactively gather feedback to ensure requirements are clearly defined and aligned with the desired future-state experience or associated journey outcome.
• Contribute to continuous improvement/optimization of experience transformation methodology, framework, best practices, tools, and training/coaching curriculum.
• Actively prepare for and fully engage in team working sessions and stakeholder venues as a strategic advisor and influence.

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.

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 Practices

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.

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 http://careers.travelers.com/life-at-travelers/benefits/.