Director Digital 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

The Director, Customer Experience is accountable for working directly with leadership to deliver the digital strategy for all Personal Insurance customers on line interactions, as well as assisting with the implementation of the Customer Experience digital strategy.
Partners with functional areas, such as technology, operations 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.
Delivers and supports an industry leading experience where travelers products become the preferred choice for the customer.
May manage staff.

Primary Job Duties & Responsibilities
Manages a key component of developing a customer experience strategy for an assigned channel or business, which may include one/a number of the following accountabilities: Identifying customer interaction areas. 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 service/products. Interacts with vendors to deliver agreed upon service/product.

Minimum Qualifications
Minimum of 6 years working in customer experience related fields.

Education, Work Experience & Knowledge
College degree in related field, or equivalent experience. Extensive 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. Staff management experience may be required.

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. May manage staff.

Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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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.