Customer Experience Manager - (Product Experience/Development)

Hartford, CT, United States

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. Job Category Customer Experience 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 $91,800.00 - $151,500.00 Target Openings 1 What Is the Opportunity? Contribute to the development of a comprehensive customer experience strategy including the development of objectives and measurement processes. Partners with communications to drive customer experience results within scope of accountabilities. Support initiatives to promote the brand, generate traffic, improve retention and loyalty and create customer excitement for Travelers products.

This position looks at customer insights, verbatim of what customers like and don’t like. Making business cases for changes for customer experience. Creating strategic planning or development of products for customer experience.

Travelers offers a hybrid work location model that is designed to support flexibility. What Will You Do? Accountable for driving development and implementation of strategy for a sub-component of customer experience, within assigned business or customer group.

Manages a sub-component of developing a customer experience strategy for an assigned channel , which may include portions of the following accountabilities:

Identifying customer interaction areas.

Implementing strategy for gathering customer feedback.

Gathering and analyzing customer feedback.

Developing recommendations to manager based on feedback.

Partnering with customer experience staff to implement recommendations.

Perform other duties as assigned.

What Will Our Ideal Candidate Have? College degree in related field, or equivalent experience.

Experience in customer and/or market research.

Experience in customer-focused field, with demonstrated business impact.

Experience managing multiple priorities.

Knowledge of Insurance and/or Financial Service industry.

Knowledge of processes of business functions supported.

Demonstrated analytic skills to analyze wide variety of data and draw conclusions.

Demonstrated understanding and use of technology.

Strong interpersonal skills.

Demonstrated ability to collaborate with others.

May manage staff.

What is a Must Have? Minimum of 4 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/ . Show more Report

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