Travelers Head of Journey Transformation, Customer Experience in Hartford, Connecticut



Head of Journey Transformation, Customer Experience

Target Openings:


Primary Job Duties & Responsibilities:

  • Develop and own the experience transformation strategy, beginning with strategic current state design, future innovation roadmap, all the way to execution planning, across multiple business lines, distribution channels, and product partnerships, domestically and internationally.

  • Lead a team of individual journey leads (product managers), both direct and dotted lined, and own the total responsibility for ensuring the journeys and agile transformation strategies are successful, and operational plans are tailored and impactful.

  • Build and lead the design center of excellence, which is responsible for all journey mapping and process re-engineering design work across all core journeys as well as the future 'go-to' team responsible for all journey mapping efforts across the enterprise.

  • Build, own, and drive the financial and KPI for transformation efforts with the ability to engage and define how and why all levels of the organization should react to, engage, and operationalize efforts to significantly improve those metrics.

  • Partner with head of segmentation to build and delegate to execute plans and detailed requirements for multiple consumer segments in an omni-channel / cross-channel / live / and digital environment, with a deep understanding and the strategic know-how of how those experiences translate across and within consumer interaction points.

  • Build a governance plan to ensure end-to-end accountability for driving results.

  • Drive positive change across the organization by uniting, influencing, and collaborating with front-line, executive, and C-level leaders across the organization

  • Understand and design enterprise change management models and best practices across verticals, at multiple levels.

  • Serve as 'go-to' expert on understanding journeys and agile transformation across the organization, thoughtfully synthesizing internal and external knowledge sources, as well as bringing breakthrough insights and emerging trends from outside think-tanks and knowledge sources.

  • Identify the people, process, and technology capabilities required to deliver desired experiences in market, and then plan for the implementation of those experiences.

  • Partner with Head of VOC to bring the VOC and market research data into the journey and transformation efforts to create a truly data driven and well documented approach to transformation efforts.

  • Build compelling and insightful data-driven presentations to business partners, driving the customer experience priorities and agenda.

  • Prioritize key customer requirements and develop key metrics that will adequately quantify performance on each key dimension.

  • Partner with Business Intelligence, technology, operations, and analytics to define enabling capabilities, infrastructure, and processes to ensure seamless execution, measurement, and continuous improvement.

  • Ensure that budgets and schedules are within company requirements with significant organizational responsibility for the overall control of planning, staffing, budgeting, expense priority management, and recommendation and implementation changes of current methods.

  • Manage vendor relationships, and multiple dotted line 'extended' reports as part of those relationships.

  • Consistently exhibit a joy and passion for driving the experience agenda, for the greater goal of our mission and always doing what is right by the customer and agent.

  • Assist with various projects and other duties as assigned.

  • Supervise and elevate various levels of customer experience, digital, analytics, and operations staff through building of targeted priorities and the ability to 'stay on track.'

  • Provide leadership, guidance and coaching for all reports to maintain an engaged and exceptionally high performing team and productive workforce; partnering with Human Resources on employee matters.

  • Collaborate with employees in the establishment of clear and concise development plans to ensure succession planning and the advancement of future leaders within the organization.

  • Provide technical guidance.

  • Perform other duties as assigned.

Job Opening ID:


Equal Employment Opportunity Statement:

Travelers is an equal opportunity employer.

Job Category:


Job Summary:

The 2nd Vice President, Journey Customer Experience (CX) serves as the Customer Experience Journey Leader and is responsible for building an integrated CX model across the Travelers enterprise.

  • Develops and leads all CX program elements, synthesis and CX roadmap.

  • The 2nd Vice President, Journey Customer Experience (CX) will focus on building and transforming a world class customer and agent experience across the Travelers Enterprise and Global footprint.

  • This individual will be chartered with the definition and creation of a future state vision for experience transformation, with specialized focus on transforming the core customer and agent journeys while leading the organization through an agile evolution in partnership with technology and operations leadership.

  • The 2nd Vice President, Journey Customer Experience will drive a progressive Customer Experience (CX) philosophy throughout Travelers.

  • The individual will be responsible for developing and executing a customer-centric and transformative agile strategy while driving business results through the development and identification of operationalization plans that lead to significantly re-engineered and improved journeys.

  • The leader will have a hands-on approach in implementing new programs across the Enterprise.

  • The incumbent will be in charge of engaging the organization in managing the transformation, revenue, and profit, as well as creating a persistent focus on the customer and agent in the actions the company takes.

  • The incumbent will drive the organization to work together for optimum experience delivery and represent the very best of the Travelers experience to our customers and business partners.

Position Type:


Education, Work Experience & Knowledge:

  • MBA strongly preferred and 12+ years' leadership experience in customer strategy and/or operations strategy; Strategy consulting background preferred.

  • Operations experience is strongly preferred as much of this role is focused on fixing pain points and using lean re-engineering techniques while developing agile strategies to resolve them.

  • Demonstrated ability to maintain a positive attitude in all environments, under multiple time constraints, requests, and pressure levels.

  • Ability to work with a strong sense of urgency and working with limited information and data.

  • Strong interpersonal skills with the ability to communicate with all levels of management through diplomacy and tact.

  • Excellent oral and written communication skills

  • Compelling PowerPoint capabilities with ability to tell stories from multiple, complex data sources.

  • Strong executive management skills with the ability to lead, build, and manage high-performing enterprise team, as well as direct and indirect reports.

Physical Requirements:

  • Operates standard office equipment - Frequently

  • Sitting (Can stand at will) - Frequently

  • Standing - Occasionally

  • Use of Keyboards and Sporadic 10-Key- Frequently

Minimum Qualifications:

Bachelor's Degree in mathematics, business, economics or similar required. Minimum of 10 years working in Customer Experience related fields.

Company Information:

Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.

Primary Location:

Hartford - Connecticut - United States

Secondary Location:

Boston - Massachusetts - United States, New York City - New York - United States

We are committed to valuing the diversity that exists among our workforce, our business partners, our customers and our communities. With respect to our workforce, we are committed to not only increasing diversity in our hiring at all levels but also fostering an inclusive environment where all employees, regardless of race, color, religion, gender, gender identity, age, national origin, disability, veteran status, marital status, sexual orientation, genetic information or any other status or condition protected by law, can develop and thrive.