Director, Enterprise Experience Orchestration
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 OverviewThe 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$125,600.
00 - $207,200.
00Target Openings1What Is the Opportunity?Are you the kind of person who loves having clear goals, but thrives in an environment where the day-to-day work of achieving those goals is varied and sometimes unpredictable? At Travelers, our vision is to advance our ability to fuel analytic-driven business decisions by accelerating cross-enterprise collaboration and capabilities.
We are seeking a Director-level Customer Experience Decision Scientist who can advance us towards our goal of becoming an industry leader in journey orchestration.
This person's relentless focus will be on influencing demand for capabilities that enable real-time actions and produce superior customer experiences at scale.
This person will start by leading us from proof-of-concept through implementation of an analytics tool that will generate insights into the common paths and pain points customers travel throughout their journey, then use those insights to create a compelling vision of a future in which we can realize the power of real-time, personalized actions.
With a growing understanding and demand for such capabilities, this person will begin evolving the analytics tool into a real-time orchestration tool, all the while guiding line of business partners across all lines in how to analyze their data to reveal the highest priority opportunities.
The Work Arrangement for this position is based on locationWhat Will You Do?Explore and implement new data and analytic tools, techniques, and industry best practices to apply to business problemsSupport exploration and build phases of customer data assets as a key stakeholder, representing and advocating for the experience orchestration needs of such assets.
Interpret and synthesize findings across multiple analyses and influence optimal business actions based on balancing business constraints and analytical findings.
Build organizational partnerships across lines and functional teams to define and inform key strategic decisions.
Be a mentor or resource for less experienced CX analytic talent, onboard new employees and interns, and provide support for recruiting and talent assessment efforts.
Use appropriate techniques that may include diagnostic analysis, active monitoring and/or multivariate modeling methods to analyze customer experience in ways that can be used to influence strategic business decisions by balancing constraints and opportunities.
Ensure sound data strategy, quality, and coding best practices and bring recommendations and suggestions for improvements to supporting areas.
What Will Our Ideal Candidate Have?Ability to think strategically and use judgement to resolve issues as they ariseExperience managing complex analytics projects with dependencies on work from other employees and departmentsProven ability to foresee challenges and proactively look for ways to create more efficient processes for the businessExcellent communication skills with the ability to interact, tailor, and translate analyses and methodology and influence at senior levels of the organization.
Proactively build and own professional business relationships across the Enterprise.
Passion for customer experience, transformation, and acting as a change agentDemonstrated ability to ensure timely completion of key deliverables across multiple related projectsGrowth mindset, adaptability, and a drive for continuous improvement.
Bachelor's Degree in a STEM related field, or a Business School Master's Degree with a concentration in a technical or analytical fieldSeven years of relevant data and analytic experienceExperience working on large-scale multidimensional data using advanced knowledge of open-source cloud-enabled analytical programming languages.
Experience using explanatory, diagnostic, and inferential techniques such as experimental design, hypothesis testing, clustering analysis, time series and other statistical modeling algorithms with the ability to decide the appropriate methodology for the purpose.
What is a Must Have?Bachelor's degree or five years of experience in data, analytics, engineering, science, technical analytical fields or relevant 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 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 PracticesTravelers 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.
Job ID:
R-30123Job Area:
Customer ExperienceEstimated Salary: $20 to $28 per hour based on qualifications.
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 OverviewThe 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$125,600.
00 - $207,200.
00Target Openings1What Is the Opportunity?Are you the kind of person who loves having clear goals, but thrives in an environment where the day-to-day work of achieving those goals is varied and sometimes unpredictable? At Travelers, our vision is to advance our ability to fuel analytic-driven business decisions by accelerating cross-enterprise collaboration and capabilities.
We are seeking a Director-level Customer Experience Decision Scientist who can advance us towards our goal of becoming an industry leader in journey orchestration.
This person's relentless focus will be on influencing demand for capabilities that enable real-time actions and produce superior customer experiences at scale.
This person will start by leading us from proof-of-concept through implementation of an analytics tool that will generate insights into the common paths and pain points customers travel throughout their journey, then use those insights to create a compelling vision of a future in which we can realize the power of real-time, personalized actions.
With a growing understanding and demand for such capabilities, this person will begin evolving the analytics tool into a real-time orchestration tool, all the while guiding line of business partners across all lines in how to analyze their data to reveal the highest priority opportunities.
The Work Arrangement for this position is based on locationWhat Will You Do?Explore and implement new data and analytic tools, techniques, and industry best practices to apply to business problemsSupport exploration and build phases of customer data assets as a key stakeholder, representing and advocating for the experience orchestration needs of such assets.
Interpret and synthesize findings across multiple analyses and influence optimal business actions based on balancing business constraints and analytical findings.
Build organizational partnerships across lines and functional teams to define and inform key strategic decisions.
Be a mentor or resource for less experienced CX analytic talent, onboard new employees and interns, and provide support for recruiting and talent assessment efforts.
Use appropriate techniques that may include diagnostic analysis, active monitoring and/or multivariate modeling methods to analyze customer experience in ways that can be used to influence strategic business decisions by balancing constraints and opportunities.
Ensure sound data strategy, quality, and coding best practices and bring recommendations and suggestions for improvements to supporting areas.
What Will Our Ideal Candidate Have?Ability to think strategically and use judgement to resolve issues as they ariseExperience managing complex analytics projects with dependencies on work from other employees and departmentsProven ability to foresee challenges and proactively look for ways to create more efficient processes for the businessExcellent communication skills with the ability to interact, tailor, and translate analyses and methodology and influence at senior levels of the organization.
Proactively build and own professional business relationships across the Enterprise.
Passion for customer experience, transformation, and acting as a change agentDemonstrated ability to ensure timely completion of key deliverables across multiple related projectsGrowth mindset, adaptability, and a drive for continuous improvement.
Bachelor's Degree in a STEM related field, or a Business School Master's Degree with a concentration in a technical or analytical fieldSeven years of relevant data and analytic experienceExperience working on large-scale multidimensional data using advanced knowledge of open-source cloud-enabled analytical programming languages.
Experience using explanatory, diagnostic, and inferential techniques such as experimental design, hypothesis testing, clustering analysis, time series and other statistical modeling algorithms with the ability to decide the appropriate methodology for the purpose.
What is a Must Have?Bachelor's degree or five years of experience in data, analytics, engineering, science, technical analytical fields or relevant 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 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 PracticesTravelers 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.
Job ID:
R-30123Job Area:
Customer ExperienceEstimated Salary: $20 to $28 per hour based on qualifications.
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