Manager, Customer Experience (CX) - Personal Insurance Auto

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 170 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.

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

$109,300.00 - $180,200.00

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In Personal Insurance (PI), one of our core cultural beliefs is "ThinkCustomer": considering what matters to our customers in everything we do. The PI Experience Management team partners with product and across the organization to turn customer insight into measurable improvements to the customer experience.

In this role as a Manager, PI Auto Experience Management, you will be the day-to-day point of contact between our PI Experience Management team and Auto product partners. You will bring the voice of the customer into product decisions by analyzing research, feedback and performance data, and translating it into clear recommendations that move Product and Experience Objectives & Key Results (OKRs) forward together.

You will apply human-centered design principles to shape Auto product experiences, working closely with Experience Design, Research, Marketing, Operations and Analytics to gather the right information and turn it into action. You will be responsible for building strong partner relationships, driving the work forward, and connecting insight to implementation across teams.

What Will You Do?

• Analyze Auto industry trends, customer research, feedback and product performance data to identify priority experience pain points and opportunities, and translate them into clear, actionable recommendations for product partners.
• Develop and maintain a strong working knowledge of the Auto product, its roadmap and priorities, and where the greatest opportunities are to improve the customer experience.
• Build and maintain journey maps and other artifacts that give the team and our partners a shared view of the Auto customer experience.
• Represent the customer perspective in recurring Auto product forums, bringing forward relevant data and recommended actions on an ongoing basis.
• Collaborate with teams like Experience Design, Research, Marketing, Operations and Analytics to gather the information needed to tell a complete story about the customer experience.
• Support chapter-level and product specific OKRs. Identify solutions to drive results and monitor effectiveness.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• Bachelor’s degree.
• Five years of experience in experience management, market research, user experience design, or experience analytics.
• Experience management mindset and knowledge of methodologies with the ability to apply it in the insurance industry.
• Strong data analysis skills with the ability to interpret trends and provide insight.
• General knowledge of processes of business functions supported and use of technology.
• Strong organizational and time management skills with the ability to manage multiple projects simultaneously and follow through to ensure timely completion.
• Excellent relationship building skills with the ability to work both independently and collaboratively with internal and external partners.

What is a Must Have?

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