Manager Claim Experience Management - Hartford, CT (06101)

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 $106,300.00 - $175,400.00 Target Openings 1 What Is the Opportunity?

Experience Management (XM) teams create shareholder value by improving the experiences customers, agents, and employees have with Travelers.

Leveraging data and a human-centric approach, we are redesigning processes, and innovating the future state to make every interaction a competitive advantage.

As a Manager,

Experience Management, you will contribute to the successful execution of experience initiatives within a supported line of business or function.

You will drive cultural change towards an experience-centric organization, focused on end-to-end experience, operational excellence, forward looking insights, process management, technology innovation, and efficiency for your supported area.

This position will report to a Claim Director, XM.

What Will You Do? Execute and implement customer experience strategies within a specific discipline (research, design, culture) across assigned business areas or functions, providing ongoing support for related initiatives.

Serve as an XM Subject Matter Expert across various business initiatives, collaborating with cross-functional teams to ensure customer experience insights are effectively integrated into both internal systems and customer-facing applications in alignment with best practices.

Support cultural change towards a customer-centric organization, promoting customer experience, operational excellence, insights, process management, and efficiency.

Responsible for implementing the journey roadmap and ensuring successful execution of assigned initiatives.

Organize, prioritize, and maintain a backlog of work in partnership with the Product team, Business Delivery Office, and other relevant stakeholders as needed.

Act as the advocate for the customer or end-user; possess a thorough understanding of their needs and proactively gather feedback to ensure requirements are clearly defined and aligned with the desired future-state experience or associated journey outcome.

Contribute to continuous improvement/optimization of experience transformation methodology, framework, best practices, tools, and training/coaching curriculum.

Participate in team working sessions and stakeholder venues as a subject matter expert and influencer.

Monitor and apply CX research and industry tools, integrating relevant insights into operational planning.

Stay current with Travelers CX-related internal customer research as well as findings from key external research and advisory firms.

Connect research insights to existing and upcoming initiatives.

Bring forward recommendations for potential gaps that need to be solved for as a result of emerging trends.

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.

Knowledge of the Insurance or Claim business is a plus.

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/ .