Job Details
Journey Transformation Lead - Customer Experience (Senior Director) Travelers Careers You are here: / Journey Transformation Lead - Customer Experience (Senior Director) ... Journey Transformation Lead Customer Experience (Senior Director) Job ID: R-13757
Job Category: Customer Experience
Location: Hartford, CT
Additional Locations: South Portland, ME, Boston, MA, Manchester, NH, Providence, RI, White River Junction, VT,
Posted Date: December 15, 2021
**Company Summary**
Taking care of our customers, our communities and each other. Thats 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.
**Target Openings**
1
**Job Description Summary**
We are seeking an ambitious, influential, passionate, empathetic, results focused & collaborative Transformation leader to join our Travelers Enterprise Customer Experience (CX) team.
The Journey Transformation Lead will function as key member of the core CX Journey Transformation team and will support the build and scale of the CX Journey capability across the enterprise, including codifying and maintaining journey transformation framework/best practices (tools, process, practices, etc).
This position will report to the Enterprise CX Journey Transformation Operations leader and will work closely with Circle Leads/Journey Owners and delivery teams.
As a key leader in the Enterprise CX Journey Enablement Center, this role will act as the CX journey method lead/coach to the journey teams, including recommending changes/adjustments to customer journey according to strategic considerations and lessons learnt from previous journeys. The Journey Transformation Lead will identify opportunities for continuous improvement of CJ processes and practices to enhance effectiveness, productivity and learning.
NOTE: Candidates within a 2-3 hour commute of Hartford, CT will be considered for this role. The expectation is that the selected candidate will travel in to Hartford two to four times a month as needed.
**Primary Job Duties & Responsibilities**
* Applies deep expertise and practical experience to help the team drive better outcomes, promote innovation and achieve faster time-to-market; catalyst for change
* Works closely with circle leads/journey owners to understand and drive alignment on the CJ strategy, goals, and objectives
* Coaches CX Journey Core team and Journey Owner to help ensure overall success of the journey; provides coaching and training at the program and team levels.
* Own mobilization and kick-off for new journey transformation and existing journey recalibration, developing mobilization plan and leading the Circle/journey team in the Journey mobilization plan execution
* Coordinates ECX enabling team resources (HD, VOC, Data & analytics) to ensure best support model is established for each circle/journey
* Recommends innovative ways to facilitate changes to products, processes, and policies impacting customers.
* Continuously assess the CX maturity of teams and individuals, educating and mentoring them to address gaps and empower them to lead the Journey Workflow
* Responsible for driving understanding and adoption of Journey Workflow throughout the enterprise
* Maintain relationships across the enterprise to provide CX thought leadership and ensure a continuous flow of feedback into ECX
* Facilitates journey level retrospectives and Manages ongoing improvements to the Journey Workflow and supporting materials
* Innovates with practices and frameworks through experimentation to improve journey teams delivery.
* Understands and encourages engineering innovation and improvement to support team delivery.
* Actively creates and participates in a variety of learning opportunities such as communities of practice, conferences, classroom training and independent study to further develop self and CX Journey method capabilities.
* Establishes collaborative partnerships with key stakeholders at various levels of the organization and team members to help them in their evolution of adopting CX Journey methodology.
* Acts as a change agent, motivating and helping to make CX transformational change happen at Travelers.
* Influences at all levels of an organization and helps implement recommended changes.
* Supports the creation of an environment that empowers and energizes team members, with a focus on accountability, adaptability, quality and speed to market.
* Builds relationships with other organizational CX Journey teams to increase the effectiveness and scale of CX Journeys across the organization.
* Perform other duties as assigned
**Minimum Qualifications**
* 5 years of experience in experience in a financial institution or consulting company
* Excellent communication skills: verbal, written, and visual
**Education, Work Experience, & Knowledge**
* Bachelors degree in Business administration, Computer Science, Information Technology preferred, Engineering, Technical or Business preferred.
* Knowledge of the insurance sector and customer journeys at scale
* Demonstrated subject matter expertise on customer experience and customer satisfaction drivers, best practices and trends.
* Demonstrated ability to thrive in a dynamic environment bringing intellectual horsepower, and mental agility to quickly learn new topics, understand our unique organization, culture and approaches
* Experience working on Human-centered design projects and in Agile operating model
* Demonstrated ability to work effectively across business lines and all levels of management.
* Strong planning expertise
* Knowledge of dynamic work design principals
* Able to utilize existing networks to access relevant stakeholders
* Strong business acumen with an ability to understand the direction and goals of the business.
* Analytical, creative, and strategic thinking and a willingness to take calculated risks
* Proactive, forward thinking and ability to synthesize disparate information effectively and quickly into clear recommendations, actions, and decisions
* Passion for customer experience, transformation, and acting as a change agent
* Growth mindset, adaptability, and a drive for continuous improvement
* Ability to influence and drive change
**Job Specific Technical Skills & Competencies**
* Possesses entrepreneurial spirit, innovative and futuristic mindset
* Comfortable with ambiguity
* Critical thinker, strong judgement
* Collaborative leader, who seeks alignment and establishes productive relationships at different level of the organization
* A flexible attitude and strong business intuition for solving complex problems and identifying innovative solutions
* Demonstrated transformational leadership skills.
* Ability to partner with and influence others at all levels of the organization; ability to effectively work with Scrum Masters, Journey Owners and Journey Team; navigation and organization savvy; ability to respectfully challenge and build followership.
* Advanced ability to express ideas clearly and concisely through excellent communication, presentation, and negotiation skills.
* Ability to deliver on results without formal authority.
* Ability to effectively work in a matrixed environment.
* Build and drive best practices.
**Environmental / Work Schedules / Other**
* Travel Requirements: Travel Occasionally
**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.
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