Senior Director Journey Listening and Insight/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.

Job 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
Bachelors degree preferred
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.

Physical Requirements
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.

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.