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Director Organizational Change Management ( Infrastructure / UX ) - Remote

Hartford, Connecticut

Company Summary

Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Target Openings

1

Job Description Summary

Under broad oversight, provides direction, strategy and planning on the execution of key initiatives and portfolio of work. This individual will be hands-on with research, design and usability testing.

The Infrastructure and Cloud Services organization is responsible for ensuring meaningful and reliable services for over 30,000 employees and 10,000 contractors across the globe. This exciting role is responsible for leading the advocacy of the end user experience and is laser focused on ensuring business outcomes are achieved through our infrastructure and cloud-based services. You will be heavily involved in creating the strategy to champion a human-centered approach to the planning and execution of planned changes to these services and systems, ensuring reduction of resistance and a smooth adoption of new and enhanced services.

As a leader within the organization, this role will lead engagements with multiple infrastructure service owners and their leaders to identify and prioritize process and system reimagination, experience design, and adoption and change management opportunities.

This position may be based 100% remotely or in one of our offices.

Primary Job Duties & Responsibilities

The Infrastructure and Cloud Services User Experience team has three core competencies and related skills:

1. Process and System Re-imagination

  • Process Mapping

  • Design Thinking

  • Lean Process Improvement

?2. Experience Design (XD)

  • Research

  • Visual Design

  • Information Architecture

  • Usability

2. Adoption and Change Management (ACM)

  • Organizational Change Management

  • Business Coordination

  • Rollout Coordination

  • Communications

  • Learning Development

In alignment to these core competencies, you will:

  • Serve as the key point of accountability for UX efforts at the portfolio level, covering multiple programs and projects. Advocate for user-centered design approaches and priorities.

  • Establish and champion infrastructure end user experience guidelines across portfolios, programs, and projects.

  • Create a strategic, structured change management process and techniques to ensure the team drives adoption of the changes required by a project or initiative.

  • Drive the strategy around inputs, document requirements and the design and delivery of training programs.

  • Build the strategy around the design, development, delivery and management of communications.

  • Drive an integrated infrastructure end user experience strategy in collaboration with other functional area leaders 

  • Lead the development of a metrics and measures that quantifies the benefits of our core competencies

  • Evangelize a user-centric focus and serve as the key point of contact for technologies across Infrastructure and Cloud Services (ICS) that have a high level of end user interaction (i.e. licenses, mailboxes, SharePoint, file shares, TEAMS artifacts) 

  • Champion enterprise strategies and identify impact on user communities, business units or aligned ICS segments

  • Drive adherence to strategic best practices while reinforcing technology standards and collaborating across the enterprise to promote these standards. 

  • Coordinate the processes for end user experience resource engagement with Agile teams 

  • As needed, model the way by:

    • Conducting change impact analyses, assess change readiness and identifying key stakeholders.

    • Evaluating and revising learning materials and supporting tools.

    • Delivering quality of artifacts that include personas, journey maps, user workflows, information architecture, wireframes, and interactive prototypes, within project timelines and budgets 

    • Performing usability testing and guides research and analysis, informs stakeholders and senior management on outcomes 

    • Utilizing techniques and technology to capture an organization's processes and identify opportunities to eliminate waste and improve the process or systems performance

    • Perform other duties as assigned.

  • Help to recruit and grow a team of outstanding UX professionals by providing vision, coaching, and mentorship.

  • Help to create a dynamic team environment by fostering collaboration, experimentation, agility, and vigorous inquiry, while maintaining high expectations and attention to detail.

Minimum Qualifications

  • Bachelor's degree in graphic design, psychology, human factors, social sciences or related field or 7 years of User Experience work experience required.

Education, Work Experience, & Knowledge

  • Typical incumbent experience level 10+ years.

  • Experience advocating for user design at an organizational level.

  • Demonstrable knowledge of change management principles, methodologies and tools

  • Experience with large-scale organizational change efforts

  • Familiarity with project management and Agile lifecycles, including general knowledge of tools, roles, phases and/or ceremonies

  • Change management certification or designation desired

  • Six Sigma certification and Lean experience desired

Job Specific Technical Skills & Competencies

  • Outstanding communication, both written and verbal

  • Exceptional organization, time management and interpersonal skills.

  • Ability to clearly articulate messages to a variety of audiences

  • Ability to establish and maintain strong relationships

  • Flexible and adaptable; able to lead through ambiguous situations

  • Demonstrable skill in teaching, coaching and influencing leaders

  • Ability to influence upward, across and down with skill, grace and humor and without formal authority

  • Proven ability to instill usability as a core value within a large, matrixed organization's culture.

  • Expert knowledge of digital design, flow and site organization with a wide degree of creativity and problem solving abilities.

Environmental / Work Schedules / Other

  • Travel Requirements: Travel Occasionally

Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences. 


If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.


Travelers reserves the right to fill this position at a level above or below the level included in this posting.

To learn more about our comprehensive benefit programs please visit http://careers.travelers.com/life-at-travelers/benefits/.


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.