Sr Director Experience Management - Measurement And Insights

The Travelers Companies, Inc.

Base: $146,400.00 - $241,600.00; bonus/equity: per...
Not specified
Experience management framework implementation
Listening program design and management
Signal synthesis and insight development
The Travelers Companies, Inc. is seeking a Senior Director of Experience Management specialized in Measurement and Insights, responsible for leading the design and optimization of customer and employee feedback systems. The ideal candidate will possess extensive experience in experience management and analytics, focusing on integrating data to drive actionable insights while fostering a culture of experience-centric decision-making

Job Summary

  • This role is responsible for operationalizing the Experience Measurement Framework within Bond & Specialty to drive shareholder value through improved customer and employee experiences.
  • The Sr Director will architect a coordinated listening ecosystem that integrates multiple data sources to deliver diagnostic recommendations and inform strategic decision-making.
  • Travelers offers a comprehensive benefits package including dollar-for-dollar 401(k) matching up to 5%, a fully funded pension plan, and a minimum of 20 days of paid time off annually.

Matching Summary

Match Score: 85

The Travelers Companies, Inc. is seeking a Senior Director of Experience Management specialized in Measurement and Insights, responsible for leading the design and optimization of customer and employee feedback systems. The ideal candidate will possess extensive experience in experience management and analytics, focusing on integrating data to drive actionable insights while fostering a culture of experience-centric decision-making.

Salary

Base: $146,400.00 - $241,600.00; Bonus/Equity: Performance-based cash incentive awards available; Benefits: Health insurance, 401(k) match, pension, PTO, wellness program

Skills & Requirements

Must-have

  • Experience Management Framework implementation
  • Listening program design and management
  • Signal synthesis and insight development
  • Decision science partnership for metrics
  • AI-assisted synthesis capabilities
  • Qualtrics or Medallia platform experience

Nice-to-have

  • Cultural change advocacy skills
  • Executive-ready presentation abilities
  • Insurance industry domain knowledge
  • Stakeholder negotiation expertise
  • Continuous listening architecture design

Key Requirements

  • Bachelor's degree required
  • Nine years of experience in experience management or market research
  • Proven ability to build scalable listening programs in complex organizations
  • Strong understanding of quantitative and qualitative research methods
  • Experience interpreting regression outputs and driver analysis

Work Rights

Not specified

Tailored Resume

Cover Letter