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Sr. Director, Employee Experience Journey Analytics

Company: The Travelers Companies, Inc.
Location: Hartford
Posted on: June 24, 2022

Job Description:

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.Compensation 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$122,600.00 - $202,400.00Target Openings1What Is the Opportunity?The EX Journey Analytics Senior Director will build and transform world class employee experiences across the Travelers Enterprise. This position will provide thought leadership within Employee Experience Journey Transformations to design actionable, meaningful success metrics and KPIs and to monitor, evaluate outcomes including business benefit realization and identifying further optimization opportunities. Partnering with the Employee Experience function, People Analytics, and Enterprise Customer Experience, this role will pilot and implement new data modeling frameworks and analytics to build business case support and report financial results and metrics for the Employee Experience Journeys. Responsible for leading and executing business analyses, providing insights on employee experience with Travelers over time through a balanced metric set.

This position may be based 100% remotely or in one of our offices. #LI-RemotePrimary Job Duties & Responsibilities

  • Provide thought leadership and strategic influence in the development of Employee Journey Scorecards with actionable, meaningful operational and financial metrics/KPIs.
  • Develop and influence consistent modeling of financial benefits based on aspirational targets defined within a Journey.
  • Lead the development of comprehensive analytic plans within Employee Journeys to measure outcomes and value of incremental execution pilots and implementations as well as long-term strategy success.
  • Provide Journey Analytics Subject Matter Expertise across the Program to ensure employee and operational data is persisted and accessible to fully measure customer, agent and employee experiences and journeys.
  • Provide analysis and insight for the EX Journey Transformations to drive increased customer advocacy, 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 Employee Journey Program.
  • Analyze operational and employee experience data related to journeys to identify segmentation and existing employee pain points.
  • Leverage data/analytics proactively to identify new issues or employee 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 employee interaction data to produce metrics and identify areas for improvement.
  • Role may manage others as competency advances.
  • Other duties as assigned.Minimum Qualifications
    • Bachelor's degree or equivalent education and 5 years analytics experience required.
    • One year of technical team project leadership or people management required.Education, Work Experience, & Knowledge
      • 8 or more years of related experience preferred, including experience in Corporate Strategy, Business Intelligence & Analytics, Management Consulting.
      • Demonstrated people leadership skills.
      • Experience in quantitative market research is preferable, especially strong skills relating to Customer Satisfaction and Loyalty.
      • Demonstrated passion for Customer Experience and acts as an advocate for customers.Job Specific Technical Skills & Competencies
        • Passion for leveraging data and analytics to continuously improve experiences, exhibiting a bold passion for customer satisfaction.
        • Advanced communication skills (verbal and written) with an ability to communicate technical information to non-technical audiences at all levels of the organization.
        • Strong technical skills and must be expert level in MS Excel and related analytic tools.
        • Self-starter with an entrepreneurial attitude and approach. Intellectually curious with a demonstrated ability to creatively tackle data challenges and extract value and meaning.
        • In depth and demonstrated experience analyzing customer journeys and making specific, actionable recommendations which have led to tangible business outcomes (e.g. increased NPS, operational savings and/or revenue and growth). Portfolio demonstrating CX analytics achievements and proof points from prior roles.
        • Ability to design a balanced scorecard and a leading/lagging metric set which evaluates customer experience, internal efficiency/effectiveness and business financial outcomes.
        • Strong experience in developing and leading presentations for executives that inform action and deliver impactful business results.
        • Strong business acumen, strategic planning, critical thinking, communication, active listening, project management, and change management skills.
        • Proven ability and aptitude to work within a global, cross-functional team environment and at all levels within the organization to lead, influence and continuously improve people and processes.
        • Execution mindset and results-driven behaviors with a consistent focus on getting things done routinely to plan.
        • Advanced/expert ability to lead and execute business analytics, able to confidently provide insights and recommendations for improvement and innovative, robust data driven solutions.Employment PracticesTravelers 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 are a candidate and have specific 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.To learn more about our comprehensive benefit programs please visit http://careers.travelers.com/life-at-travelers/benefits/.
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Keywords: The Travelers Companies, Inc., Hartford , Sr. Director, Employee Experience Journey Analytics, Executive , Hartford, Connecticut

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