Sr. Director – Voice of Agent Experience Research
Job ID: R-35099
Job Category: Customer Experience,
Location: Hartford, CT
Workplace Arrangement: Hybrid
Posted Date: March 15, 2024
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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 Overview
The 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
$135,800.00 – $224,000.00
Target Openings
1
What Is the Opportunity?
Experience Management teams create shareholder value by improving the experiences customers, agents, and employees have with Travelers. Leveraging data and a human-centric approach, we are redesigning processes, and innovating the future state to make every interaction a competitive advantage. As a Sr Director, Experience Management – Voice of Agent Experience Research, you will own the development of a robust Voice of Agent (VOA) strategy, contribute data and insight to the development of the strategy for experience initiatives and lead the successful activation and execution of VOA Experience Research initiatives. You will advocate cultural change towards an experience-centric organization, focused on end-to-end experience, operational excellence, forward looking insights, process management, technology innovation, and efficiency. This position will manage others.
- Support the overall Experience Management strategic priorities and establish the VOA Research strategy and vision.
- Oversee the development of the journey roadmap and supporting research or VOA measurement and be accountable for the successful execution and results of all supported initiatives.
- Build and maintain strategic partnerships across the enterprise, business groups and support partners and functions.
- Collaborate with peers and stakeholders to prioritize VOA research & analytics requests.
- Contribute to continuous improvement/optimization of Travelers experience transformation methodology, framework, best practices, tools, and training/coaching curriculum.
- Design research instruments, analyze data, develop insights and implications related to VOA listening and experience research.
- Collaborate with stakeholders to develop and socialize recommendations for additional listening/research, implications, and action items, KPIS, etc.
- May provide research support as part of the launch of new journeys and/or continue the momentum of in-flight experience management journey research needs. This support may be in the form of analyzing existing VOA data or establishing new listening posts to support journey initiatives.
- Perform other duties as assigned.
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What Will Our Ideal Candidate Have?
- Bachelor’s degree.
- Nine years of experience in, market research, or experience analytics.
- Thorough knowledge of experience management methodologies, processes, and tools in the Insurance and/or Financial Services Industry with the ability to implement strategies to improve Travelers experience management transformation.
- Broad knowledge of insurance agency and carrier processes and technology.
- Exceptional data analysis skills with the ability to interpret trends and report insights and recommendations to business partners.
- Proven ability to lead and manage complex projects with the ability to manage change and develop employees.
- Excellent communication skills with the ability to present, influence, and negotiate at various levels of the organization and with external partners.
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What is a Must Have?
- Eight years of experience in a related experience management, market research, , or experience analytics environment.
What Is in It for You?
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Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
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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.
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Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
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Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
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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 Practices
Travelers 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.
In accordance with local law, candidates seeking employment in Colorado are not required to disclose dates of attendance at or graduation from educational institutions.
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/.
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.
$712,000 raised by employees through our virtual Community Connections Campaign in 2021
92 homes built to FORTIFIED standards in 7 states through our partnership with SBP in 2021
85,000 meals prepared and delivered to individuals in need in 2021.
$24 Million donated to the communities where we live and work globally in 2021$3.4 million in funding provided to 33 organizations focused on arts and culture in 2021
Proud To Be Recognised
