AVP, Personal Insurance Experience Management

AVP, Personal Insurance Experience Management – Travelers Careers

• Establish and drive Experience Management strategy and vision leveraging all disciplines (research, design, culture) across Personal Insurance
• Create alignment and strategic partnerships across the enterprise, business groups and support partners and functions
• Contribute to continuous improvement/optimization of Travelers experience transformation methodology, framework, best practices, tools, and training/coaching curriculum
• Assess and drive the experience management Transformation/maturity
• Stay abreast with leading edge technologies and experience management methodologies and make recommendations to adopt within Travelers
• Collaborate with Enterprise and Personal Insurance Data & Analytics teams to enhance measurement frameworks, predictive models, and dashboards
• Build and scale a real-time listening and insights engine that synthesizes qualitative and quantitative data streams to inform decision-making
• Democratize insights and embed them directly into workflows to enable data-driven, customer-centric actions
• Partner with Experience Design to translate strategy into human-centered, inclusive solutions
• Champion a culture of customer obsession, continuous learning, and shared journey ownership
• Elevate customer and agent stories to drive empathy and organizational alignment
• Provide thought leadership on experience management maturity, emerging technologies, and best practices

• Bachelor’s degree
• Eleven years of experience in experience management, market research, user experience design, or experience analytics
• Extensive knowledge of experience management methodologies, processes, and tools in the Insurance and/or Financial Services
• Exceptional data analysis skills with the ability to drive implementation of recommendations to enhance organization
• Advanced leadership skills with the ability to oversee complex projects, coach and develop team members, leverage differences, and strategically align resources to accomplish key objectives
• Excellent communication skills with the ability to present, influence, and negotiate at various levels of the organization and with external partners
• Ability to drive change across the organization by building credibility and trust to influence all levels across the organization

• Health Insurance
• 401(k) matching
• Retirement
• Paid Time Off
• Wellness Program
• Volunteer Encouragement

Taking care of our customers, our communities and each other. That’s the Travelers Promise.