Senior XD Lead - Journey Transformation

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

Technology

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?

The Travelers’ Enterprise Experience Design (ECX) team is dedicated to creating best-in-class solutions that deliver significant business impact for our customers, agents, employees, and partners. We are seeking a XD Senior Lead to join the ECX team, focused on helping the business identify cohesive, holistic experience that resonates with our customers, agents, and employees.

As the XD Senior Lead, you will play a pivotal role supporting customer journey and transformation projects and in this role, you will help our organization understand our target user’s current experience, identifying pain points, and developing as part of a cross-functional team, innovative solutions that create impact. Specifically, you will support the Billing and Payment Transformation (PBT) project, as well as other journey transformation efforts, driving improvements across multiple business areas based on customer, agent, and employee feedback. Utilizing feedback from various sources, you will help create unified, inclusive, and valuable experiences that meet the needs of the business customers. You will plan and lead workshops on PBT and other Journey efforts through the end-to-end solution lifecycle, including evaluation, analysis, and conceptual phases, with guidance from Experience Design leadership.

What Will You Do?

• Plan and support user research (qualitative and quantitative) to identify and understand the target user, their pain points, and needs.
• Reports research findings to stakeholders. Translates these findings into experience concepts that lead to the creation of valuable, reimagined experiences
• Collaborate with stakeholders, product owners, etc., to enhance both new and existing features by validating and translating needs into deliverables
• Utilize a design thinking approach to improve experiences and ensure customer satisfaction at every touchpoint
• Plan and successfully run design thinking workshops with business, users, product owners, and tech team members
• Communicate customer experiences through narratives, customer journey maps and service blueprints throughout the design process
• Promote user-centered design principles at all times, ensuring customer needs are prioritized in all design efforts
• Perform other duties as assigned

What Will Our Ideal Candidate Have?

• Experience in a related field, such as HCI, VCD, Service Design, Anthropology, etc.
• Seven years of related experience.
• One year of leadership experience (formal management or other).
• Strong knowledge of most areas, along with proficiency in application of three or more:
• Design research
• Interaction design
• Visual design
• Content design (strategy, writing, editing for interaction)
• Information design
• Service design
• Prototyping
• Presentation and communication
• Collaboration and facilitation
• Design strategy
• Usability testing
• Data analysis
• Design systems

What is a Must Have?

• Bachelor’s degree or its equivalent in work experience.
• Six years of related experience.

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, Travele