Travelers · 1 day ago
AVP, Personal Insurance Experience Management
CT - Hartford
Full-time
Hybrid
Senior Level, Lead/Staff
$161K/yr - $266K/yr
10+ years expTravelers is a leading property casualty insurer with over 170 years of commitment to customer care and community service. The AVP, Personal Insurance Experience Management will lead the strategy and execution of experience management initiatives, ensuring alignment with business goals and enhancing customer satisfaction through data-driven insights and innovative practices.
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Responsibilities
Establish and drive Experience Management strategy and vision leveraging all disciplines (research, design, culture) across Personal Insurance and accountable for successful results
Create alignment and strategic partnerships across the enterprise, business groups and support partners and functions
Contribute to continuous improvement/optimization of Travelers experience transformation methodology, framework, best practices, tools, and training/coaching curriculum
Assess and drive the experience management Transformation/maturity
Stay abreast with leading edge technologies and experience management methodologies and make recommendations to adopt within Travelers
Collaborate with Enterprise and Personal Insurance Data & Analytics teams to enhance measurement frameworks, predictive models, and dashboards
Build and scale a real-time listening and insights engine that synthesizes qualitative and quantitative data streams to inform decision-making
Democratize insights and embed them directly into workflows to enable data-driven, customer-centric actions
Partner with Experience Design to translate strategy into human-centered, inclusive solutions
Champion a culture of customer obsession, continuous learning, and shared journey ownership
Elevate customer and agent stories to drive empathy and organizational alignment
Provide thought leadership on experience management maturity, emerging technologies, and best practices
Perform other duties as assigned
Qualification
Required
Bachelor's degree
Eleven years of experience in experience management, market research, user experience design, or experience analytics
Extensive knowledge of experience management methodologies, processes, and tools in the Insurance and/or Financial Services and demonstrated experience developing and implementing experience management transformation strategies
Exceptional data analysis skills with the ability to drive implementation of recommendations to enhance organization
Advanced leadership skills with the ability to oversee complex projects, coach and develop team members, leverage differences, and strategically align resources to accomplish key objectives
Excellent communication skills with the ability to present, influence, and negotiate at various levels of the organization and with external partners
Ability to drive change across the organization by building credibility and trust to influence all levels across the organization
Ten years of experience in a related experience management, market research, user experience design, or experience analytics environment
Benefits
Health Insurance
Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum.
Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs.
Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved.
Company
Travelers
Travelers provides insurance coverage to protect the things that are important to you – your home, your car, your valuables and your business.
10001+ employees
H1B Sponsorship
Travelers has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (75)
2024 (47)
2023 (60)
2022 (42)
2021 (27)
2020 (20)
Funding
Current Stage
Public CompanyTotal Funding
unknown2002-03-22IPO
Leadership Team
Dan Frey
Executive Vice President, Chief Financial Officer
Beth Maerz
SVP, Customer, Strategy and Innovation
Recent News
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