Sr Director Experience Management - Measurement and Insights

Travelers • Hartford, AR

7d

About The Position

Experience Management teams create shareholder value by improving the experiences customers, agents, and employees have with Travelers. Leveraging data and a human-centric approach, we are redesigning processes, and innovating the future state to make every interaction a competitive advantage. As a Sr Director, of Experience Measurement & Insights, you will lead the design, deployment, and optimization of listening programs across Bond & Specialty. This role is responsible for operationalizing the Experience Measurement Framework within the business. Ensuring feedback is captured systematically, governed effectively, and translated into actionable insights. This leader will architect and manage a coordinated listening ecosystem while partnering closely with: - Experience Design (XD) to inform journey improvements and solution development - Decision Science to connect experience drivers to measurable business outcomes - Enterprise Research (Market, Emerging, and Experience) for deep-dive and specialized studies This is a hands-on leadership role focused on building scalable listening systems, synthesizing multi-source insights, and ensuring experience signals drive informed decision-making. This role operates at a moment of significant evolution in experience measurement. The Sr Director will be expected to actively shape how Bond & Specialty adopts emerging capabilities, including AI-assisted synthesis, passive signal integration, and continuous listening architectures, while maintaining the methodological rigor that makes insights trustworthy and actionable. You will advocate cultural change towards an experience-centric organization, focused on end-to-end experience, operational excellence, forward looking insights, process management, technology innovation, and efficiency.

Requirements

• Eight years of experience in a related experience management, market research, user experience design, or experience analytics environment.

Nice To Haves

• Bachelor’s degree.
• Nine years of experience in experience management, market research, experience analytics,, listening strategy, customer insights, and/or applied research, experience analytics.
• Demonstrated experience building or scaling listening programs within complex organizations
• Strong understanding of quantitative and qualitative research methods
• Experience translating experience signals into actionable business recommendations
• Knowledge of experience management methodologies, processes, and tools in the Insurance and/or Financial Services Industry with the ability to implement strategies to improve Travelers experience management transformation.
• Ability to interpret regression outputs, driver analysis, and statistical significance
• Experience designing measurement frameworks that support causal or correlational analysis
• Experience leveraging AI to amplify the output of human research investments and prioritize where primary study is truly needed
• Experience with listening platforms (e.g., Qualtrics, Medallia, or similar)
• Proven ability to lead and manage complex projects with the ability to manage change and develop employees.
• Excellent communication skills with the ability to present, influence, and negotiate at various levels of the organization and with external partners.

Responsibilities

• Experience Measurement Implementation Operationalize the Bond & Specialty Experience Measurement Framework
• Design and manage listening programs across relationship, journey, and lifecycle touchpoints
• Ensure alignment of listening efforts to business priorities and experience domains
• Establish practical governance to reduce duplication and survey fatigue
• Define clear standards for sampling, timing, and measurement consistency
• Listening Program Design & Management Stand up and scale customer, agent/broker, and underwriter listening programs
• Ensure listening methods are appropriate to context (transactional, relational, qualitative, pulse, etc.)
• Monitor program health, response quality, and signal reliability
• Continuously improve listening approaches to increase relevance and value
• Signal Synthesis & Insight Development Integrate multiple sources of experience data (surveys, qualitative input, operational metrics, complaints, sales indicators, etc) for business-driven use cases
• Design listening to enable development of clear, prioritized insights that highlight root causes and business implications
• Move beyond reporting to deliver diagnostic and directional recommendations
• Prepare executive-ready materials that clearly articulate “what this means” and “what to do next”
• Decision Science Partnership Partner with Decision Science to connect experience drivers to performance metrics such as growth, retention, broker engagement, and underwriting effectiveness
• Develop hypotheses about experience-to-performance linkages and collaborate with Decision Science to design and interpret analyses
• Ensure experience metrics are positioned to inform business planning and prioritization and track value added
• Experience Design Partnership Collaborate with Experience Design (XD) to ensure insights inform journey mapping, solution design, and improvement initiatives
• Provide experience driver data to support prioritization of design efforts
• Support measurement plans for newly designed experiences to assess effectiveness
• Enterprise Research Partnership Coordinate with Enterprise Research (Market, Emerging, and Experience) to commission or align on deep-dive studies
• Ensure Bond & Specialty listening efforts complement (not duplicate) enterprise customer experience initiatives
• Leverage enterprise research capabilities to strengthen methodological rigor when needed
• Activation & Accountability Establish structured feedback loops with business leaders
• Facilitate insight-to-action working sessions
• Track adoption of agreed-upon actions and monitor impact over time
• Increase leadership confidence in experience insights as a decision input

Benefits

• 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, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director