Manager, Customer Experience (CX) - Personal Insurance Auto

Who Are We?

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 170 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.

Job Category

Customer Experience

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$109,300.00 - $180,200.00

Target Openings

1

What Is the Opportunity?

In Personal Insurance (PI), one of our core cultural beliefs is "ThinkCustomer": considering what matters to our customers in everything we do. The PI Experience Management team partners with product and across the organization to turn customer insight into measurable improvements to the customer experience.

In this role as a Manager, PI Auto Experience Management, you will be the day-to-day point of contact between our PI Experience Management team and Auto product partners. You will bring the voice of the customer into product decisions by analyzing research, feedback and performance data, and translating it into clear recommendations that move Product and Experience Objectives & Key Results (OKRs) forward together.

You will apply human-centered design principles to shape Auto product experiences, working closely with Experience Design, Research, Marketing, Operations and Analytics to gather the right information and turn it into action. You will be responsible for building strong partner relationships, driving the work forward, and connecting insight to implementation across teams.

What Will You Do?

• Analyze Auto industry trends, customer research, feedback and product performance data to identify priority experience pain points and opportunities, and translate them into clear, actionable recommendations for product partners.
• Develop and maintain a strong working knowledge of the Auto product, its roadmap and priorities, and where the greatest opportunities are to improve the customer experience.
• Build and maintain journey maps and other artifacts that give the team and our partners a shared view of the Auto customer experience.
• Represent the customer perspective in recurring Auto product forums, bringing forward relevant data and recommended actions on an ongoing basis.
• Collaborate with teams like Experience Design, Research, Marketing, Operations and Analytics to gather the information needed to tell a complete story about the customer experience.
• Support chapter-level and product specific OKRs. Identify solutions to drive results and monitor effectiveness.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• Bachelor's degree.
• Five years of experience in experience management, market research, user experience design, or experience analytics.
• Experience management mindset and knowledge of methodologies with the ability to apply it in the insurance industry.
• Strong data analysis skills with the ability to interpret trends and provide insight.
• General knowledge of processes of business functions supported and use of technology.
• Strong organizational and time management skills with the ability to manage multiple projects simultaneously and follow through to ensure timely completion.
• Excellent relationship building skills with the ability to work both independently and collaboratively with internal and external partners.

What is a Must Have?

• Four years of experience in a related experience management, market research, user experience design, or experience analytics environment.

What Is in It for You?

• Health Insurance: Employees and their eligible family members - including spouses, domestic partners, and children - are eligible for coverage from the first day of employment.
• Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

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.

In accordance with local law, candidates seeking employment in Colorado are not required to disclose dates of attendance at or graduation from educational institutions.

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/.