Travelers Insurance
Senior Experience Design Director
Travelers Insurance, Hartford, Connecticut, us, 06112
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 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.
Job Category
Technology
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
$151,800.00 - $250,400.00
Target Openings
1
What Is the Opportunity?
Travelers' Experience Design (XD) team creates solutions to ensure best-in-class experiences for our customers, agents, employees, and partners. As the Sr. Director of Experience Design, with a focus on customer experiences, you will set strategies and goals for the discovery and creation of new and improved solutions that result in unified, inclusive, and valuable experiences for our customers, agents, and employees. You will initiate and guide collaborative efforts with functions such as product and journey management, engineering, data and analytics, business stakeholders, and others to advance the strategic objectives of workstreams and the organization. You will lead the creation of experience visions and strategies, setting direction for the definition, testing, and implementation of service and product solutions across channels. You will advance the XD discipline by advocating for human-centered design practices, improving standards and processes, and building strong partnerships across the enterprise. As a senior XD leader, you will lead and manage other staff members, providing coaching and guidance to guarantee the healthy and effective operation of their teams and areas. You will ensure that the XD function has effective approaches to recruiting, hiring, developing, and evaluating personnel.
What Will You Do?
Lead teams to define strategy and north star visions while working with stakeholders to craft roadmaps, define themes, epics, and feature priorities, all the while leading teams to execute with excellence.
Apply domain-specific expertise, leadership, and perspective to programs and activities, while helping to shape product and journey vision, strategy, roadmaps, and decision-making in and across business units.
Communicate strategies and decisions, coordinate the work of individuals and teams and leading the collection, analysis, prioritization, and application of feedback.
Establish and manage achievement of XD function strategic objectives for your team, including policies, practices, staffing, and budgets.
Define research and design strategies for products and services by coordinating and guiding the creation and improvement of models, concepts, and design elements (e.g., experience goals, journey maps, information architecture, scenarios, personas, interactions, content, etc.) applying and setting design objectives, principles, and standards.
Ensure effective strategies for, and ability to execute, research and testing activities that gather user experience data, evaluate the usability of solutions, and determine the effectiveness of concepts.
Orchestrate and foster effective collaboration with various stakeholders (i.e., end users, other business and technology functions, and outside partners) to shape design strategy and objectives through a human-centered approach that leverages research-based insights, experimentation, and data-informed decision making.
Help set objectives and practices for defining and adopting new and improved tools, methods, and processes.
Coach and mentor XD staff to shape and accelerate their advancement, guide team and practice development, strengthen leadership abilities, and help identify and recruit top candidates to the XD practice.
If managing others, set performance goals, provide ongoing feedback, and conduct standard performance reviews.
Be a player-coach. The successful candidate will be a hands-on designer as well as an effective coach to their team.
Perform other duties as assigned.
What Will Our Ideal Candidate Have?
Deep and wide experience crafting seamless, multi-channel customer experiences, with an eye towards how other actors service those customers.
Ability to influence stakeholders and drive consensus.
Experience in a related field, such as HCI, VCD, Service Design, Anthropology, etc.
Twelve years of related experience.
Innovation mindset
Three to five years of leadership experience (formal management or other).
Advanced knowledge of most areas, expert level knowledge and application three or more, and the ability to teach others at an advanced level
Design research
Information architecture
Interaction design
Visual design
Content design (strategy, writing, editing for interaction)
Information design
System thinking
Service design
Prototyping
Presentation and communication
Collaboration and facilitation
Design strategy
Usability testing
Data analysis
Design systems
What is a Must Have?
Bachelor’s degree or its equivalent in work experience.
Ten years of related experience.
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 believe that we can deliver the very best products and services when our workforce reflects the diverse customers and communities we serve. We are committed to recruiting, retaining and developing the diverse talent of all of our employees and fostering an inclusive workplace, where we celebrate differences, promote belonging, and work together to deliver extraordinary results.
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 (4-ESU@travelers.com) 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/ .
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.
Job Category
Technology
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
$151,800.00 - $250,400.00
Target Openings
1
What Is the Opportunity?
Travelers' Experience Design (XD) team creates solutions to ensure best-in-class experiences for our customers, agents, employees, and partners. As the Sr. Director of Experience Design, with a focus on customer experiences, you will set strategies and goals for the discovery and creation of new and improved solutions that result in unified, inclusive, and valuable experiences for our customers, agents, and employees. You will initiate and guide collaborative efforts with functions such as product and journey management, engineering, data and analytics, business stakeholders, and others to advance the strategic objectives of workstreams and the organization. You will lead the creation of experience visions and strategies, setting direction for the definition, testing, and implementation of service and product solutions across channels. You will advance the XD discipline by advocating for human-centered design practices, improving standards and processes, and building strong partnerships across the enterprise. As a senior XD leader, you will lead and manage other staff members, providing coaching and guidance to guarantee the healthy and effective operation of their teams and areas. You will ensure that the XD function has effective approaches to recruiting, hiring, developing, and evaluating personnel.
What Will You Do?
Lead teams to define strategy and north star visions while working with stakeholders to craft roadmaps, define themes, epics, and feature priorities, all the while leading teams to execute with excellence.
Apply domain-specific expertise, leadership, and perspective to programs and activities, while helping to shape product and journey vision, strategy, roadmaps, and decision-making in and across business units.
Communicate strategies and decisions, coordinate the work of individuals and teams and leading the collection, analysis, prioritization, and application of feedback.
Establish and manage achievement of XD function strategic objectives for your team, including policies, practices, staffing, and budgets.
Define research and design strategies for products and services by coordinating and guiding the creation and improvement of models, concepts, and design elements (e.g., experience goals, journey maps, information architecture, scenarios, personas, interactions, content, etc.) applying and setting design objectives, principles, and standards.
Ensure effective strategies for, and ability to execute, research and testing activities that gather user experience data, evaluate the usability of solutions, and determine the effectiveness of concepts.
Orchestrate and foster effective collaboration with various stakeholders (i.e., end users, other business and technology functions, and outside partners) to shape design strategy and objectives through a human-centered approach that leverages research-based insights, experimentation, and data-informed decision making.
Help set objectives and practices for defining and adopting new and improved tools, methods, and processes.
Coach and mentor XD staff to shape and accelerate their advancement, guide team and practice development, strengthen leadership abilities, and help identify and recruit top candidates to the XD practice.
If managing others, set performance goals, provide ongoing feedback, and conduct standard performance reviews.
Be a player-coach. The successful candidate will be a hands-on designer as well as an effective coach to their team.
Perform other duties as assigned.
What Will Our Ideal Candidate Have?
Deep and wide experience crafting seamless, multi-channel customer experiences, with an eye towards how other actors service those customers.
Ability to influence stakeholders and drive consensus.
Experience in a related field, such as HCI, VCD, Service Design, Anthropology, etc.
Twelve years of related experience.
Innovation mindset
Three to five years of leadership experience (formal management or other).
Advanced knowledge of most areas, expert level knowledge and application three or more, and the ability to teach others at an advanced level
Design research
Information architecture
Interaction design
Visual design
Content design (strategy, writing, editing for interaction)
Information design
System thinking
Service design
Prototyping
Presentation and communication
Collaboration and facilitation
Design strategy
Usability testing
Data analysis
Design systems
What is a Must Have?
Bachelor’s degree or its equivalent in work experience.
Ten years of related experience.
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 believe that we can deliver the very best products and services when our workforce reflects the diverse customers and communities we serve. We are committed to recruiting, retaining and developing the diverse talent of all of our employees and fostering an inclusive workplace, where we celebrate differences, promote belonging, and work together to deliver extraordinary results.
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 (4-ESU@travelers.com) 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/ .