Director, Customer Insights & Experience

The Travelers Indemnity Company; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Private Medical Insurance

Pension Plan

25 days holiday

Job summary

The Travelers Indemnity Company is hiring in London to grow our customer insights and experience practice. You will lead research, design journeys, and translate data into strategic recommendations, partnering with product, marketing and sales teams to improve customer outcomes.

You will work across quantitative and qualitative methods, embracing AI-enabled insights while driving cross-functional collaboration and measurable impact.

Qualifications

• Relevant work experience in user experience design, research, insights, or customer strategy.
• Experience with data analysis and journey mapping.

Responsibilities

• Analyse quantitative (CRM, web analytics, sales data) and qualitative data to understand customer behaviour.
• Plan and execute research activities to evaluate solution usability and manage NPS/SUS programmes.
• Champion AI-first methodologies for insights delivery.
• Translate complex data into actionable strategic recommendations for marketing, product, and sales.
• Map end-to-end customer journeys and identify friction points across touchpoints.
• Collaborate with cross-functional teams to embed data-driven decision making.

Skills

User Experience Design

Service Design

Data Analysis

Journey Mapping

Job description

The Travelers Indemnity Company is hiring in London to grow our customer insights and experience practice. You will lead research, design journeys, and translate data into strategic recommendations, partnering with product, marketing and sales teams to improve customer outcomes.

You will work across quantitative and qualitative methods, embracing AI-enabled insights while driving cross-functional collaboration and measurable impact.