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
We are seeking an ambitious Experience Design leader to drive our Human Center Design function across the Travelers enterprise. We are looking for someone who is driven to deliver true customer value, passionate about creating a differentiated customer experience and competent at architecting next generation processes and applications. As a newly created function with our Enterprise Customer Experience team, this leader will design, facilitate, and drive a variety of human centered design thinking methods through our customer experience journey transformation framework. This person will operate as a champion of customer centered design and employee experience and collaborate across the Travelers enterprise.

In this leadership position, the role will be expected to influence teams. Role requires highly collaborative skills with an ability to communicate effectively at multiple levels in multidisciplinary teams. Also includes the ability to drive human centered design consensus across the enterprise.


Primary Job Duties & Responsibilities
This role will be responsible for setting the customer centric design direction for Travelers and contributing directly to creating the next generation of customer experiences for the company. The role works in close collaboration with business and IT partners on developing needs-based segmentation, personas, supporting brand strategies, products, and digital offerings. The position operates as the voice of design and will partner closely with other designers in building next generation processes and applications to deliver end-to-end user experience across every customer touch point.

• Lead customer experience design globally across Travelers.
• Use of well-established human-centered design principles to ensure that Travelers offerings and services are the most desirable products in the marketplace.
• Bring stakeholders together to solve complex problems collaboratively using a broad range of design skills.
• Tailor the design approach to any audience and flex as plans/priorities evolve with the changing landscape.
• Perform other duties as assigned.
• Work closely with business, functional and technology leaders & teams and create/facilitate the best human centered design activities possible to drive a differentiated customer experience.
• Use design thinking principles and tools to facilitate sessions for a wide range of audiences with a focus on the customer experience.
• Serve as an advocate and champion for the customer centric, research, & design cultures to stakeholders with little experience partnering in human centered design.
• Provide a clear, consistent perspective on contemporary experience design practices in our Agile software development process and creating next generation user experiences for new enabling technologies.
• Participate as the functional decision maker for Experience Design at Journey reviews and development process

Education, Work Experience & Knowledge
MINIMUM QUALIFICATIONS:

• Minimum of 10 years of related work experience required.
• 5+ years of leadership experience

PREFERRED QUALIFICATIONS:

• Bachelor's Degree in a design related field, social sciences, or closely related discipline.
• Graduate degree (preferred) MFA/MBA/MPS in Design, Service Design, UX design, Org design, or industrial design or 10+ years of design experience
• Experience with workshop facilitation, design thinking, and qualitative research techniques and methods (preferably in the application to customer experience and/or transformation).
• Experience leading large group activities, learning, workshops or experiences with success and consistency.

Job Specific & Technical Skills & Competencies

• Excellent communication, presentation, and negotiation skills
• Excellent collaboration and teamwork attitude
• Fluent with interaction design, information architecture and workflow analysis
• Fluent with Agile software development methods and tools
• Competent with interaction design and prototyping tools
• Experience working with third party suppliers, partners and coalitions
• Familiarity with enterprise-level IoT ecosystems
• Strong portfolio of applying user-centered design practices in the development of software applications
• Demonstrated leadership experience working with business and technology leaders to set strategic transformation agenda
• Experience in understanding and synthesizing user needs using a variety of design research methods
• Experience in researching design trends and interpreting/applying them
• Experience in evaluating solutions using: design trends, heuristic reviews, competitive benchmarking, formative, and summative usability studies
• Demonstrable talent creating industry-leading digital designs and implementing across multiple platforms (Cloud, Web, mobile, apps) and complex ecosystems
• Experience creating low-fidelity to high-fidelity appearance models and prototypes

Licensing or Certificates
Certification in Human Centered Design and/or Design Thinking preferred.


Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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