Sr Director, Product Experience Management

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 Category

Customer Experience, Product

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

$142,500.00 - $235,100.00

Target Openings

1

What Is the Opportunity?

In Personal Insurance, one of our core cultural beliefs is #Think Customer – meeting customers where they are, giving them what they need, and serving them how they want. Personal Insurance is looking for a strong, experienced Experience Management (XM) Senior Director to help us advance this vision and to strengthen our experience management practice in a way that is actionable, valuable, and measurable.

As Sr. Director, Product Experience Management, you will be accountable for partnering closely with our Product organization, Operations, Analytics and other teams to guide the experience strategy of our Insurance products. You will be responsible for creating and setting a shared vision for the experience we want to create across channels, products and teams and providing timely insights to help guide our decisions.

As a customer-centric organization, you will ensure that the customer is at the center of how we design product experiences. Ensuring we employ human-centered principles to make our product experiences positive ones for our customers, while remaining true to our business strategy. You will have the opportunity to tap into Experience Design teams and Research teams to pull information and data to help determine the choices we make.

You will be the main point of contact for the Personal Insurance Product Organization where you will represent the voice of the customer based on your understanding of research results, feedback, and product performance. You will recommend and encourage customer research where necessary and provide timely, actionable insights. You will be responsible for understanding the PI Marketing & Experiences strategy and the Product Strategies and helping both of these organizations meet their goals.

You will be responsible for evolving the customer-centric, strategic roadmap, and know how to translate these capabilities into a product roadmap. This will require exploring customer journeys and pain points, defining capabilities, and setting measurable business targets. You will be accountable for KPIs related to experience and expense management.

The ideal candidate will have experience in product management, experience management, experience design, or experience analytics. This candidate will partner effectively with our Product organization and foster a strong partnership & work environment with Enterprise Customer Experience & Market Research Teams. This person will have thought-leadership experience as well as excellent communication, leadership, and influencing skills.

This position will manage others.

What Will You Do?

• Support the overall Experience Management strategic priorities and establish the strategy and vision within a specific discipline (Product Experience Management) across the function.
• Oversee the development of the journey roadmap and accountable for the successful execution and results of all supported initiatives.
• Build and maintain strategic partnerships across the enterprise, business groups and support partners and functions.
• Contribute to continuous improvement/optimization of Travelers experience transformation methodology, framework, best practices, tools, and training/coaching curriculum.
• Conduct experience management Transformation/maturity within specific discipline.
• May support and/or launch journeys and continue the momentum of in-flight experience management journeys.
• Define and monitor KPIs related to experience and expense management.

What Will Our Ideal Candidate Have?

• Bachelor’s degree.
• Nine years of experience in product management, exper