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Digital Product Director - Customer Experience and Innovation

Employer
Travelers Insurance
Location
Hartford, Connecticut
Salary
Not Specified
Closing date
Aug 30, 2019

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Job Details

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
Are you passionate about the improving customer experiences? Do you have a proven track record of building strategic capabilities? If so, we want to hear from you!

As the Digital Product Director of Customer Experience and Innovation, you will be responsible for Reinventing how we communicate with customers and helping to optimize channels of engagement. You will report to the Vice President of Customer Experience and Digital strategy and will lead a team to formulate a strategy and execute that vision through a combination of iterative development and longer-term planning. You will work with partners across the organization to define the end-state of what it means to be 'omni-channel' for our customers and agents. You will also partner with/and or lead a lean development team(s) focused on delivering business value by solving for our customers' needs. You will be responsible for evolving the customer-centric, strategic roadmap, and know how to translate these capabilities into a product roadmap. This will require exploring customer journeys and pain points, defining capabilities, and setting measurable business targets. You will be accountable for KPIs related to customer experience and expense management.


Marketing Description
The ideal candidate should have experience in a seamless digital ecosystem across channels such as live chat, voice assistants like Alexa, Google Assistant, SMS messaging, Virtual agent technology, and self-service websites. This person will be aware of innovative technology trends impacting consumer behavior like Artificial Intelligence and Machine learning and their impacts on optimizing customer experiences. This person will have thought-leadership experience as well as excellent communication, leadership, and influencing skills.


Primary Job Duties & Responsibilities
  • Lead and partner across the organization to identify and define customer-centric, digital capabilities
  • Understand customer problems and translate into strategic product roadmap
  • Drive & manage the business and technical team collaboration
  • Own, drive, and report on KPIs related to customer experience and expense management
  • Lead a team with coordinated objectives




Minimum Qualifications
High School diploma or equivalent required. 5 years of project management experience required.

Education, Work Experience & Knowledge
Bachelor's degree in a related field preferred. 7 years of project management experience preferred. 2 years of experience managing others and/or project teams preferred.

Job Specific & Technical Skills & Competencies
Manages team development, very active in the mentoring of members of the PM community, may have direct management responsibility of PMs. Develops both IT and Non-IT Project budgets. Manages against them.

Preferred Qualifications
  • Ability to demonstrate strategic thinking with a track record of delivery
  • Bias for action, problem-solver
  • Intellectually curious
  • Proven financial management / analytical skills
  • Ability to work under minimal supervision, and supervise, train and coach team members
  • Ability to communicate across functions and throughout all levels of the organization
  • Demonstrated change management capabilities
  • Experience in customer-centric
  • Understanding of product management with knowledge of lean principles
  • Demonstrated comfort across both business and technical landscape


Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
To apply for this position please CLICK HERE

Company

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WHO WE ARE

Imagine a Career With Purpose.

For more than 160 years Travelers has earned a reputation as a leader in personal, business and specialty insurance because we take care of our customers. When you work at Travelers, life’s most important moments become your life’s work. That means helping families feel secure, businesses to prosper, knowing that you’ve made a difference, and feeling like you belong to something bigger.


LIFE AT TRAVELERS

Imagine Playing a Role in Something Bigger.

A career at Travelers means being part of a team comprised of 30,000 + talented and passionate people that’s evolving to meet changing needs – from customer service to data science and beyond. If that’s more than you imagined in an insurance career, it’s time to join us at Travelers.


JOIN OUR TALENT COMMUNITY
As a part of our Talent Community, you will receive customized job alerts, be the first to know about opportunities to work at Travelers, and stay connected with our recruiters!

 

 

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