AVP Customer Experience

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.

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

$154,500.00 - $254,900.00

Target Openings

1

What Is the Opportunity?

Accountable for providing leadership in driving development and implementation of overall strategy for an assigned channel of customer experience for Travelers a particular business line, or customer group. Develops and/or partners with communications to drive customer experience results within scope of accountabilities. Drive initiatives within area of responsibility to promote the brand, generate traffic, improve retention and loyalty and create customer excitement for Travelers products. Responsible for coordination and communication of customer experience initiatives, activities and ideas with other customer experience group leaders for particular customer groups and business units. Direct and prioritize resources to maximize impact and efforts of Customer Experience strategy and initiatives and achieve ROI targets. Manages others.

What Will You Do?

• Manages all components of developing and implementing a customer experience strategy for an assigned channel within a business including:
• Identifying customer interaction areas.
• Developing strategy for gathering customer feedback.
• Gathering and analyzing customer feedback and acting on feedback.
• Developing cohesive recommendations to functional areas based on feedback.
• Partnering with functional areas to implement recommendations.
• Researching and recommending technology solutions. Partnering with vendors or internal IT resources to achieve agreed upon services/products.
• Researching, recommending and managing vendors to achieve agreed upon service/product.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• College degree in related field, or equivalent experience.
• 10+ years related experience preferred.
• Extensive experience in customer and/or market research.
• Experience in customer-focused field, with demonstrated business impact.
• Experience managing projects
• Experience in strategy formation and assessment of competitive environment.
• Knowledge of Insurance and/or Financial Services industry.
• Knowledge of processes of business functions supported.
• Staff management experience.
• Demonstrated capabilities in innovative thinking and approaches.
• Demonstrated ability to collaborate with team members and senior leaders, in own and other business areas.
• Demonstrated analytic and decision making skills.
• Demonstrated understanding of technology concepts.

What is a Must Have?

• Minimum of 10 years working in Customer Experience related fields.

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 and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs. Through Life Balance, you're eligible for five free counseling sessions with a licensed therapist.
• 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.

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/.