Director, Experience Management & Transformation

Travelers Companies, Inc.; Hartford (CT); On-site; USD 123,000 - 204,000; Full time

Benefits offered by this job

Health Insurance

401(k) Matching

Paid Time Off

Wellness Program

Volunteer Encouragement

Job summary

Travelers Companies, Inc. is seeking a Director of Experience Management to lead the strategy and execution of customer and employee experience initiatives.

You will drive end-to-end improvements across processes, design considerations, and organizational change to create a competitive advantage. The role emphasizes cross-functional collaboration, coaching, and the ongoing refinement of experience methodologies within a large insurance environment.

Qualifications

• 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.
• Excellent analytical skills with the ability to evaluate data, identify deficiencies or opportunities, and translate into business impact.
• Experience leading and managing complex projects.
• Excellent ability to connect with and build relationships in a cross-functional team to achieve goals.

Responsibilities

• Drive the Experience Management strategy and vision within a discipline across the function.
• Accountable for the journey roadmap and successful execution of initiatives.
• Collaborate across the enterprise with business groups and support partners.
• Coach teams on experience management processes and best practices.
• Support and/or launch journeys and maintain momentum of in-flight journeys.
• Act as journey methodology coach and drive journey practices across business lines.

Skills

Experience management

Market research

User experience design

Experience analytics

Cross-functional collaboration

Education

Bachelor’s degree

Job description

Travelers Companies, Inc. is seeking a Director of Experience Management to lead the strategy and execution of customer and employee experience initiatives.

You will drive end-to-end improvements across processes, design considerations, and organizational change to create a competitive advantage. The role emphasizes cross-functional collaboration, coaching, and the ongoing refinement of experience methodologies within a large insurance environment.