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.
The Sr. Director, Digital Customer Experience is accountable for working directly with leadership to develop the digital strategy for all customer online interactions, driving its development within an assigned business or customer group, as well as assisting with the implementation of the Customer Experience department's overall strategy. Partners with functional areas, such as technology and communications, to drive customer experience results within the scope of accountabilities. Drives initiatives to promote delivering new capabilities, digital adoption, cost reduction, improved retention and loyalty. Creates an industry leading experience where Travelers products become the preferred choice for the customer. This job is a Manager: Responsible for setting work objectives and goals for employees and managing their performance. Typically involved in compensation decisions. Employees have a formal reporting relationship to this job.
Primary Job Duties & Responsibilities
Leads a large or strategically important component of the digital customer experience strategy for an assigned channel or business, which will include the following accountabilities: Identifying customer interaction areas; understand key points in a customer's journey. Developing and implementing strategy for gathering customer feedback. Gathering and analyzing customer feedback and acting on feedback in area(s) of accountability. Developing cohesive recommendations to functional areas based on feedback. Partnering with functional areas to implement recommendations. Researching and recommending technology solutions for area of accountability. Partners with vendors or internal IT resources to achieve agreed upon services/products. Interacting with vendors to deliver agreed upon services/products. Ability and vision to build journey maps for business processes to decrease operational costs and improve customer experiences. Required for all Jobs Perform other duties as assigned.
Minimum of 8 years of experience within a business related field.
Education, Work Experience & Knowledge
Bachelor's degree in related field, or equivalent experience is preferred. 9+ years' experience in customer and/or market research. Experience in customer-focused field, with demonstrated business impact. Experience managing projects. Knowledge of Insurance and/or Financial Services industry. Knowledge of processes of business functions supported. Previous experience formally managing staff.
Job Specific & Technical Skills & Competencies
Demonstrated ability to collaborate with team members and leaders, in own and other business areas. Demonstrated analytic skills to develop recommendations. Demonstrated understanding and use of technology.
Prior success in leading digital strategy preferred.
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.
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