AVP, 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

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

$157,000.00 - $259,200.00

Target Openings

1

What Is the Opportunity?

Experience Management 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 an AVP, Experience Management, you will develop and own the strategy for experience initiatives and are accountable for the successful activation and execution of experience initiatives across supported line of business or function. You will champion cultural change towards an experience-centric organization, focused on end-to-end experience, operational excellence, forward looking insights, process management, technology innovation, and efficiency. You will support leadership across Business Units and Enterprise functions in strategic planning, ideation, and execution of the Experience Management portfolio. This position may lead teams that drive experience initiatives.

What Will You Do?

• Establish and drive Experience Management strategy and vision leveraging all disciplines (research, design, culture) across the function and accountable for successful results.
• Create alignment and strategic partnerships across the enterprise, business groups and support partners and functions.
• Support the evolution and maturity of experience-centric culture including the way we work, journey transformation and/or agile methodologies.
• Contribute to continuous improvement/optimization of Travelers experience transformation methodology, framework, best practices, tools, and training/coaching curriculum.
• Assess and drive the experience management Transformation/maturity.
• Stay abreast with leading edge technologies and experience management methodologies and make recommendations to adopt within Travelers.
• ECX Specific:
• Act as the experience management journey lead and method coach to the business lines and functions/ journey teams, including recommending new journeys, sub journeys and supporting the journey transformation through all phases including in the sustain model. Also advises business lines and functions in changes/adjustments to experience management journeys according to strategic considerations and lessons learned from previous journeys.
• Drive journey practices into the business lines and functions.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• Bachelor’s degree.
• Eleven years of experience in experience management, market research, user experience design, or experience analytics.
• Extensive knowledge of experience management methodologies, processes, and tools in the Insurance and/or Financial Services and demonstrated experience developing and implementing experience management transformation strategies.
• Exceptional data analysis skills with the ability to drive implementation of recommendations to enhance organization.
• Advanced leadership skills with the ability to oversee complex projects, coach and develop team members, leverage differences, and strategically align resources to accomplish key objectives.
• Excellent communication skills with the ability to present, influence, and negotiate at various levels of the organization and with external partners.
• Ability to drive change across the organization by building credibility and trust to influence all levels across the organization.

What is a Must Have?

• Ten years of experience in a related experience management, market research, user experience design, or experience analytics environment.

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