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Senior Director, Journey Listening and Insight/Customer Experience

Company: The Travelers Companies, Inc.
Location: Hartford
Posted on: September 13, 2020

Job Description:

Senior Director, Journey Listening and Insight/Customer Experience

Job ID: R-41

Job Category: Marketing

Location: Hartford, CT

Additional Locations:

Posted Date: May 22, 2020


Solid reputation, passionate people and endless opportunities. That’s Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers – and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.

Target Openings


Job Description Summary

Travelers Enterprise Experience Team is looking for an expert and proven leader in Customer Research and Analytics to help guide our customer and agent journey teams through the voice of customer insights. The position is a key leader who will be helping to transform the organization through orchestration of understanding our customers and their needs and helping to translate it to business outcomes through expert Story Telling. This position will manage a team of other Director level team members and oversee all insights across our business journey audiences and processes including all customers, agents and employees. Responsibilities include establishing a center of excellence for journey listening.

Limited Supervision: incumbents use their own creativity to get the job done and motivate this team. Decision making is left up to incumbents. Incumbents receive assignments in general terms and are free to work out the details according to their own judgment.

Primary Job Duties & Responsibilities

Leads the ongoing development of a holistic customer understanding across all relationship, journey and transactional areas specific to the journey work underway.

Leads the continual identification, development and implementation of CX listening posts for the journeys.

Manages the work flow from questionnaire and sampling design, programming, through reporting and insights.

Guides the development of key metrics and reporting for all the journey audiences: customer, agent or employee.

Keeps abreast of key industry trends, research and recommend best practices, KPIs and benchmarks.

Leads and and reinforce a culture of data-driven insights to ensure that the customer’s voice and feedback is central to decision-making and communications.

Ensures the Journey leads have the insights needed to drive a better customer experience, centered around customer needs.

Coaches and develop journey Insights team members to be data-driven CX advocates.

Expertise in developing insights from VOC listening data to identify drivers and areas of focus.

Minimum Qualifications

Minimum of 8 years of experience within a business related field.

Education, Work Experience, & Knowledge

10 years experience in Customer Experience, Consulting, Customer/Market Research or related field

5 years of management experience preferred

Experience working on broad base business wide projects or initiatives preferred

Extensive experience in both Quantitative and Qualitative research methodologies.

Ability to understand and tell a story using the output of statistical analyses and predictive modeling.

Understands of how to interpret and manipulate large and disparate datasets in complex organizations.

Demonstrated ability to communicate listening and research concepts and implications to non-technical audiences.

Experience developing and socializing highly effective KPI’s and driver performance.

Able to communicate business impact and consult with business partners on developing a strategy that is grounded in solid statistical findings.

Job Specific Technical Skills & Competencies

Advanced to Expert computer Skills in Excel, data visualization and statistical programs (Preferred: Data Visualization tools like QlikView, Statistical packages like SPSS or SAS).

10+ years working successfully with Microsoft office products and software/programming applications.

Mastery knowledge of Customer Research design techniques.

Advanced knowledge of Text mining and unstructured data.

Familiarity and experience with Agile a plus.

Environmental / Work Schedules / Other

Operates standard office equipment – Frequently

Sitting (Can stand at will) – Frequently

Standing – Occasionally

Use of Keyboards, Sporadic 10-Key – Frequently

Equal Employment Opportunity Statement

Travelers is an equal opportunity employer.

Careers at Travelers

When you work at Travelers, life’s most important moments become your life’s work. That means helping families feel secure, businesses to prosper, knowing that you’ve made a difference, and feeling like you belong to something bigger. It also means being part of a team comprised of 30,000 + talented and passionate people that are evolving to meet changing needs – from customer service to data science and beyond. If that’s more than you imagined in an insurance career, it’s time to join us at Travelers.

In 2018 we contributed $25 Million to the communities where we live and work.

Keywords: The Travelers Companies, Inc., Hartford , Senior Director, Journey Listening and Insight/Customer Experience, Other , Hartford, Connecticut

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