The Travelers Companies, Inc.

Senior Director, Enterprise Customer Experience, Journey Analytics Lead

Posted on Apr 9 5 views Hartford, CT

Company Summary
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.

Target Openings

Job Description Summary
We are looking for a passionate and results-focused leader with demonstrated experience to join the Enterprise Customer Experience, Journey Transformation Data/Analytics Team. As Customer Experience (CX) Analytics is a core discipline within Enterprise Customer Experience, this role is an exciting opportunity to build and transform world class customer, agent, and employee experiences across the Travelers Enterprise and drive measurable results. This position will provide thought leadership and stewardship for the Customer Centric Agile-Journeys to design actionable, meaningful success metrics and KPIs to monitor, measure and evaluate business outcomes including business benefit realization and value for our customers/agents. This role will report into the Enterprise Customer Experience, Journey Transformation head.
Additionally, this position is responsible for supporting the continued development and execution of the CX Analytics KPI/Metric maturity model and playbook of best practices with tight integration and alignment to the strategic priorities across the Travelers Business Lines and Functions. This role will also assist with the ongoing customer segmentation metrics and measurement to infuse a holistic analysis and measurement approach and feedback loop into customer segments and journey efforts. Partnering with the Lines of Business and Finance, this role will develop and implement new financial governance frameworks/analytics to build business case support and report financial results and metrics for the CX Agile-Journey Transformation across the Travelers enterprise.
The role is responsible for leading and executing business analyses, providing insights on customer behavior and interactions with Travelers over time through a balanced metric set of growth/profitability, efficiency and customer satisfaction (i.e. digital adoption, customer segmentation, customer effort, speed/cycle time, unit costs/expense, customer satisfaction/sentiment). Additionally, this role has ongoing responsibility for working with the Journey Transformation team to continuously evolve industry leading best practices to further advance the competency and best practices across Travelers.
NOTE: Candidates within a 2-3 hour commute of Hartford, CT will be considered for this role. The expectation is that the selected candidate will travel in to Hartford two to four times a month as needed.

Primary Job Duties & Responsibilities
  • Collaborate with CX Agile-Journey teams to create actionable, meaningful operational and financial metrics/KPIs and model financial benefits based on aspirational targets in line with overall program expectations and the Journey Data & Analytics - Agile Playbook.
  • Partner with Agile-Journey Circles and lead the development of comprehensive CX data driven analytic plans within Journeys to measure outcomes and value of incremental execution “test & learns” and implementations as well as long-term strategy success.
  • Provide Journey Analytics Subject Matter Expertise across the Businesses to ensure valuable customer, agent and operational data is persisted and accessible to fully measure customer, agent and employee experiences and journeys.
  • Provide analysis and insight for the CX Agile-Journeys to drive increased customer advocacy/satisfaction, loyalty and growth while reducing operational cost and maintaining or improving profitability. Responsible for managing a comprehensive view of key metrics and tracking performance against targets across the Journey Program.
  • Analyze operational and customer experience data related to journeys to identify customer/agent segmentation and existing customer pain points. Leverage data/analytics proactively to identify new issues or customer behaviors based on customer journeys that cross multiple interaction channels.
  • Present analyses in a clear manner for consumption by senior leadership to inform action and generate business results aligned to strategy.
  • Design and implement systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement.
  • Partner closely with Finance and other functions across the Travelers Enterprise to enable Budget and Forecasting activities at the Journey Transformation level.
  • Role may manage others as competency advances. Demonstrated people leadership skills highly desired.
  • Perform other duties as assigned.

Minimum Qualifications
  • 8 years of related work experience in a business related field.

Preferred Qualifications:
  • 8+ years of related experience in Data/Analytics, Finance, Actuarial and/or Segmentation
  • Bachelor’s degree in Business, Engineering, Mathematics, Computer Science, Actuarial, Data Analytics or another related field.
  • Strong communication and interpersonal skills with the ability to communicate complex information to non-technical audiences.
  • Strong technical skills. Expert level proficiency in MS Excel and related analytic tools critical.
  • Demonstrated passion for Customer Experience and acts as an advocate for customers.

Employment Practices
Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.

If you have questions regarding the physical requirements of this role, please send us an email 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.