Sr. Director, CX Analytics

Company: Travelers Canada
Location: Hartford
Posted on: May 22, 2023

Job Description:

Sr. Director, CX Analytics page is loaded Sr. Director, CX Analytics Apply locations CT - Hartford MN - St. Paul time type Full time posted on Posted 3 Days Ago job requisition id R-28089 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 Claim, Customer Experience, Data AnalyticsCompensation 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$123,800.00 - $204,300.00 Target Openings 1 What Is the Opportunity? We are looking for a proven and results-focused leader to join the Claim Customer Experience Team. The Sr. Director, CX Analytics will help us build and transform world class customer and stakeholder experiences across Claim and the Travelers Enterprise. This position will provide thought leadership within Customer Journey Transformations to design actionable, meaningful success metrics and to monitor, evaluate outcomes including business benefit realization and identifying further optimization opportunities. This role will pilot and implement new financial modeling frameworks/analytics to build business case support and report financial results and metrics for the Claim Customer
Experience (CX) Journey Transformation efforts and other customer/stakeholder initiatives. Responsible for leading and executing business analyses, providing insights on customer behavior and interactions with Travelers over time through a balanced metric set (i.e. digital adoption, customer segmentation, customer effort, speed/cycle time, unit costs/expense, customer satisfaction/sentiment).

This position uses data and analytics to drive business results; helps develop strategy to leverage internal and external information to identify quantifiable and actionable opportunities (to influence business decisions) and is responsible for reporting, monitoring, analyzing data and trends, and communicating these business results across various audiences (to increase return on investments) and partnering on strategic initiatives to ensure optimal outcomes.What Will You Do?

• Uses analytics to explain business results, monitor business strategies and identify actionable opportunities
• Uses data visualization and storytelling skills to effectively communicate insights and influence decision/outcomes to Sr. leadership.
• Leverages industry best practices, market data and technology trends to identify and implement business opportunities.
• Proactively coordinates with cross functional teams on varying business initiatives
• Influences business strategy to leadership to prioritize investments based on translating insights to business value
• Facilitates collaboration with IT and data management teams to ensure correct data is consistent for business critical analysis
• Leads strategic business partnerships with IT, Actuarial, Operations, Finance, Data Management and Claim functional areas, along with LOB leaders.
• Can manipulate complex raw data and leads the ultimate design required to meet business requests.
• Responsible for business analytics support across multiple initiatives
• Interprets data of all complexity to recognize patterns and analyze trends.
• Provides oversight to the completion of reasonability and validation tests.
• Oversees the designs and ensures the execution Proofs of Concept to inform business strategies.
• Monitors performance indicators and implements possible improvements.
• Communicates the financial impact of recommendations.
• Interpret model results and influence how to apply them.
• Perform other duties as assigned.
• Role may manage others.What Will Our Ideal Candidate Have?
  • Bachelor's degree in mathematics, finance, computer science, statistics, MIS or equivalent experience preferred.
  • Experience in Claim preferred.
  • Typically has 7 or more years of experience in Descriptive Analytics or related field.
  • 5+ years working successfully with Microsoft office products and software/programming applications specific to business supported.
  • Comprehensive knowledge of tools such as SAS, R, SQL preferred.
  • Comprehensive knowledge of Descriptive Analytic practices and processes. General knowledge of insurance products/concepts Preferred.
  • Two or more years of technical team project leadership or people management experience preferred.
  • Comprehensive knowledge of the main features of the collection of data and the relationship of data elements to each other.
  • General understanding of the business functions, processes, and overall business strategies of businesses supported.
  • Demonstrated intermediate analytic and diagnostic skills.
  • Demonstrated intermediate interpersonal skills.
  • Demonstrated intermediate communication and presentation skills.
  • Ability to work independently and as part of a team.
  • Demonstrated ability to influence others.
  • Intermediate project management skills.
  • General understanding of the business functions, processes, and overall business strategies.
  • Demonstrated ability to see results to completion.
  • Intermediate business acumen.
  • Intermediate Computer Skills in Excel, database programming language and related applications.
  • Intermediate problem solving and decision making skills.
  • Ability to interact effectively with others across functions.
  • Ability to think strategically.
  • Ability to consider others ideas seriously and accept feedback.
  • Builds and maintains credibility with others.
  • If incumbent leads others, intermediate leadership skills including ability to:
  • Leverage Differences.
  • Manage in participative manner.
  • Intermediate ability to develop employees preferred.What is a Must Have?
    • Bachelor's degree or equivalent education and 5 years analytics experience required.
    • One year of technical team project leadership or people management required.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, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
      • Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
      • Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs. Through Life Balance, you're eligible for five free counseling sessions with a licensed therapist.
      • Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice. Employment PracticesTravelers is an equal opportunity employer. We believe that we can deliver the very best products and services when our workforce reflects the diverse customers and communities we serve. We are committed to recruiting, retaining and developing the diverse talent of all of our employees and fostering an inclusive workplace, where we celebrate differences, promote belonging, and work together to deliver extraordinary results. -
        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/ . Similar Jobs (1) Sr. Director, Enterprise Journey Analytics locations 2 Locations time type Full time posted on Posted 30+ Days Ago About Us
        • Travelers has 30,000 employees in the United States, Canada, the United Kingdom, Ireland and Brazil. > > Explore life at Travelers .
        • We have 8 diversity networks, employee-led organizations dedicated to fostering the development and success of our employees. > > Discover diversity and inclusion .
        • Employees and their eligible family members - including spouses, domestic partners and children - are eligible for coverage from the first day of employment. > > Explore benefits .
        • Travelers has been recognized by organizations such as Forbes, Human Rights Campaign Foundation, and Military Times. > > Read more about recognition .
        • Our employees are valuable assets to their hometowns, giving more than 100,000 hours of their time toward important causes each year. > > Learn about community involvement .
        • Imagine other opportunities here .

Keywords: Travelers Canada, Hartford , Sr. Director, CX Analytics, Executive , Hartford, Connecticut