Senior Experience Research Analyst

At Travelers, Experience Researchers work collaboratively across the company to deeply understand and evolve the experiences we deliver to key stakeholders, including customers, agents/brokers, claimants, and employees. They provide strategic consulting, actionable insights, and recommendations that optimize experiences, enable informed investment decisions, help drive winning experience strategies and ultimately deliver on key outcomes for Travelers.

• Support customer, employee, and agent experience research from initial scoping to final report generation and presentation on assigned topics.
• Conduct preliminary analysis and synthesis of qualitative and quantitative data to inform deliverables.
• Generate preliminary observations based upon analysis to inform deliverables and answer strategic questions.
• Contribute to the development of presentations, reports, dashboards, etc.
• Leverage multiple data sources, including internal data in analysis and insight development, and identify potential syndicated or third-party data sources.

• 4 or more years of experience in Market Research, UX Research, Human Centric Design, Service Design, Anthropology, or related experience.
• Bachelor’s degree in business, marketing, mathematics, statistics, psychology, anthropology, or comparable analytical degree.
• Strong knowledge of Microsoft Office products
• Self-motivated.
• Strong communication skills (including an ability to explain and show work done on).
• Ability to collaborate effectively within the team.
• Able to work both independently and in a team environment.
• Able to create and cultivate relationships/a network and use it to inform business outcomes with moderate guidance from manager.
• Developing knowledge of business and/or insurance concepts.
• Developing knowledge of, and experience conducting, customer experience and/or user experience, and/or design research, including: Research techniques (e.g., survey, focus groups, interviews, ethnographic research, diary studies, A/B testing, card sorting, Net Promoter Score (NPS), social media monitoring).
• Research design.
• Survey, structured and semi-structured discussion guide, and moderator’s guide development.
• Data tabulation specifications.
• Analysis and interpretation of research data.
• Data visualization and insights reporting.
• Familiarity with CRM tools (i.e., Salesforce).
• Developing knowledge of cross tabs, dashboards, Excel, or other data analysis platforms (i.e., SPSS, SAS, Tableau, Power BI).
• Familiarity with Qualtrics, Medallia, or other experience research and management platforms.
• Familiarity with UX Research’s role in informing user journey mapping and persona development.
• Familiarity with UX research tools like UserTesting, Optimal Workshop, Lookback, dscout, and UserZoom.
• Developing understanding of programming languages such as Python and R for data analysis.
• Developing understanding of UX/UI design principles and UX strategy, especially for large-scale software-based user experiences.

• Health Insurance
• 401k matching
• Performance-based cash incentive awards
• Paid Time Off
• Wellness Program
• Volunteer Encouragement

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.