Director Journey Research and Insights / Customer Experience

Hartford, Connecticut

Company Information

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 in Customer Research and Analysis 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. This position will work with a team to manage and oversee all insights for a target audience (ie. Personal or Business lines customers, agents or employees). Responsibilities include leading foundational NPS journey feedback as well as transactional programs. This position will be the SME for designing holistic listening programs through expertise in survey, data and analytic design.

Limited Supervision: incumbents use their own creativity to get the job done. 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.

  • Leads the continual identification, development, prioritization, tracking, and implementation of CX listening posts.

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

  • Develops and maintains key metrics and reporting for one audience: customer, agent or employee.

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

  • Partners closely with members of the journey team to reinforce a culture of data-driven insights to ensure that the customer's voice and feedback is central to decision-making and communications.

  • Collaborates with journey lead to drive a better customer experience, centered around customer needs.

  • Coaches and develop journey 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 6 years working in customer experience related fields.

Education, Work Experience, & Knowledge

  • Bachelors degree in Business preferred.

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

  • 3 years of management experience preferred.

  • 5 years of project management leadership experience preferred.

  • Experience working on broad/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.

    Thorough Knowledge:  Possesses advanced knowledge of subject matter in order to solve unusual as well as common work problems and advise on technical matters and to serve as a resource to organization.

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, SAS or Python, etc.).

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

  • Expert knowledge of Customer Research design techniques.

  • Advanced knowledge of Text mining and unstructured data.

Equal Employment Opportunity Statement

Travelers is an equal opportunity employer.

About Travelers

The Travelers Companies, Inc. (NYSE: TRV) is a leading property casualty insurer selling primarily through independent agents and brokers. The company's diverse business lines offer its global customers a wide range of coverage in the auto, home and business settings. A component of the Dow Jones Industrial Average, Travelers has more than 30,000 employees and generated revenues of approximately $25 billion in 2010.