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.Job CategoryCustomer ExperienceCompensation OverviewThe 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$101,900.00 - $168,200.00Target Openings3What Is the Opportunity?The Experience Management and Research 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 Manger, Experience Research, you will utilize your strong understanding of quantitative and qualitative research methodologies to drive change that is informed and prioritized based on the Voice of the Customer.You will contribute to 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?
Manage the continual identification, development, prioritization, tracking, and implementation of Customer Experience (CX) listening posts.
Support change management efforts to help develop business partners to become data-driven CX advocates.
Communicate research concepts and implications to non-technical audiences.
Develop reports using a story telling approach and present findings internally to other members of the Experience Research team.
Assist the CX Director in managing competing priorities across 10+ programs simultaneously which may include managing 1-2 consultants.
Draft CX materials including developing questionnaires, coordinating with business partners to identify and pull sample, coordinating programming and checking programs, through reporting based on strategic direction from Director.
Create mechanisms for measuring Key Performance Indicators (KPI’s).
Create and manage project timelines, coordinate across supporting CX teams, and support strong client relationships through strong communication.
Perform other duties as assigned.
What Will Our Ideal Candidate Have?
Bachelor’s degree.
Five years of experience in experience management, CX, market research, user experience design, or experience analytics.
Experience management mindset and knowledge of research methodologies with the ability to apply it in the insurance industry.
Strong data analysis skills with the ability to interpret trends and provide insight.
General knowledge of processes of business functions supported and use of technology.
Strong organizational and time management skills with the ability to manage multiple projects simultaneously and follow through to ensure timely completion.
Excellent relationship building skills with the ability to work both independently and collaboratively with internal and external partners.
What is a Must Have?
Four 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 and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs. Through Life Balance, you’re eligible for five free counseling sessions with a licensed therapist.
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 PracticesTravelers 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.If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email ([email protected]) 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/ .