Sr Specialist, Experience Management

Senior Specialist, Experience Management

Come join a team that keeps the customer at the center of everything we do. As a Senior Specialist, Experience Management, you'll play a key supporting role in transforming how Travelers understands and acts on customer experiences. This is an exciting opportunity to join a forward-thinking team on the cutting edge of Experience Management, leveraging data, technology, and AI tools to shape the future of how we deliver value. In this role, you'll help gather and analyze data from multiple sources to uncover meaningful insights into our customers' experiences. Your work will support the creation of clear, compelling narratives that inform and guide operational practices. You'll collaborate closely with team members and business partners to implement experience initiatives that enhance every customer interaction. Experience Management teams at Travelers create shareholder value by improving experiences across the ecosystem. Through a blend of analytics and human-centered design, we are reimagining processes, innovating for the future, and driving measurable business impact.

What Will You Do?

• Translate data and insights into clear, simple stories that help inform decisions and highlight opportunities.
• Use tools such as Qualtrics, Excel, PowerPoint, and AI solutions to organize and present data and insights.
• Support efforts to improve processes and experiences by sharing ideas and recommendations with the team.
• Stay curious and informed about new technologies, analytics approaches, and Experience Management best practices to support team growth.
• Support the execution of the Experience Management strategy and vision within a specific discipline (research, design, culture) across the function.
• Collaborate across the enterprise, business groups and support partners and functions.
• Act as an ambassador and model the behaviors to drive outcomes and change.
• Develop journey maps, including drafting content, visuals, and communications for an assigned project.
• Draft content, communications, materials, and presentations that influence work.
• Work with experience management teams to drive the development and implementation of communications plans across multiple initiatives.
• Measure the effectiveness of communications and deliverables and report out to experience management teams. May recommend changes.
• Build, maintain, and leverage tools and platforms to develop new capabilities and insights.
• Enhance existing and establish new processes and make recommendations to team for continuous improvement opportunities.
• Partner with Enterprise Market Research teams to analyze research, interpret trends, and make actionable recommendations to team.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

What Is a Must Have?

What Is in It for You?

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 / .