Senior Director, Journey Listening and Insight/Customer
Job ID: R-41
Job Category: Marketing
Location: Hartford, CT
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
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
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 of 8 years of experience within a business related
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
Extensive experience in both Quantitative and Qualitative
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
Able to communicate business impact and consult with business
partners on developing a strategy that is grounded in solid
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.