Travelers Second Vice President, Transformation Analytics - Customer Experience in Hartford, Connecticut
Second Vice President, Transformation Analytics - Customer Experience
Primary Job Duties & Responsibilities:
Create actionable data and analytic oversight agenda for the CX journey transformations by developing and maintaining a continuously improving 'playbook' of methodologies/processes, tools and metrics that drive accelerated growth, expense reduction and measurable customer adoption/advocacy.
Analyzes, designs, and implements changes to points of interaction between the customer and the company to enhance customer experience with company services and products.
Identifies and communicates areas of improvements in client experience to enhance products and services.
Serves as customer advocate and recommends and implements client feedback that influences and supports business decisions. Designs and implements systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement.
Perform other accountabilities as assigned..
Highly visible role that works with all levels of the organization to develop strategy and drive execution of the analysis of the operational and customer experience data.
Provide analysis and insight for the CX Journey Transformations to drive increased customer advocacy and loyalty, growth, and reduce cost. Responsible for maintaining a comprehensive view of key metrics and activities and track performance against targets.
Responsible for partnering with the Finance organization to support Budget and Forecasting activities
Demonstrated experience with the identification of prioritized Customer journeys (interactions).
Experience analyzing these journeys and making specific, detailed recommendations that drive documented value (e.g. increased NPS, operational savings and/or revenue enhancement).
Analyze operational and customer experience data related to journeys to identify existing customer pain points as well as proactively identify new issues or customer behaviors based on customer journeys that cross multiple interaction channels
Identify and champion improvements to specific journeys.
Create improvement recommendations supported by P&L projected impacts at the journey, product, and customer segment levels.
Present analysis related to data from journeys in a clear manner for consumption by senior leadership.
Effectively partner across many organizations to drive execution of the implementation and analytics of current and future journeys.
Own journey KPI measurements and scorecards to track the business impact of analytical activities, strategy, and improvements.
Job Opening ID:
Equal Employment Opportunity Statement:
Travelers is an equal opportunity employer.
Job Specific & Technical Skills & Competencies:
Customer success obsession and a bold passion for working towards results and customer satisfaction
Portfolio demonstrating proven experience with CX analytics achievements and proof points from prior roles
Demonstrated business acumen by balancing customer experience initiatives with business efficiency
Strong experience in developing and leading presentations for executives on CX initiatives
Strong business acumen, strategic planning, analytical, communication, project management, and change management skills
Shown ability and aptitude to work within a global, cross-functional team environment and at all levels within the organization to lead, influence and continuously improve people and processes
Results-driven behaviors with a consistent focus on getting things done routinely to plan; building consensus with data driven recommendations
Effective communicator able to assemble and clearly articulate key strategies, plans and reports aligned to drive tangible business impact. Strong listening and facilitation skills
Proficient with leveraging analytics to define key metrics and assess performance; able to confidently provide insights and recommendations for improvement and innovative, robust and data driven solutions
Strong project management skillset; process driven mindset and capable of prioritizing and managing multiple tasks
Take intelligent risks to drive momentum and tackles ambiguity to convert to clear operating frameworks Detail-oriented, collaborative, always innovating and curious
Ability to work under pressure managing multiple projects or requests simultaneously while successfully coping with interruptions and redefined priorities
Organizationally savvy, with demonstrated ability to influence leaders and facilitate alignment and clear decision-making
Excellent communicator across all channels and at an executive level
Strong leadership, collaboration, and influencing skills
Proactive self-starter, strong team collaborator and outcome-oriented
We are looking for a proven, passionate and results focused Customer Experience Transformation/Information Analytics Leader to join the Enterprise Customer Experience Leadership Team. As a newly created function with our Enterprise Customer Experience team, this leadership role is an exciting opportunity to focus on building and transforming a world class customer and agent experience across the Travelers Enterprise and Global footprint. This position is responsible for piloting and implementing new financial modeling frameworks/analytics for building business case support and reporting financial results and metrics for the Customer Experience (CX) Journey Transformations across the Travelers enterprise. The role will have the opportunity to build, own, and drive the financial and KPI for Our Customer Experience 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.
Also responsible to drive strategic alignment related to analytics for the Travelers CX Journey Transformations to successfully deliver on the overall CX strategy and roadmap. Track, report and communicate key metrics to senior management to translate insights into actions across the enterprise, ultimately creating sustainable customer experiences and increased customer loyalty. Provide analytical and strategic support for analyses and evaluation of the impact of our customer journey transformations.
Education, Work Experience & Knowledge:
Minimum of 10 years of related work experience required.
5+ years’ related experience; Corporate Strategy, Business Intelligence & Analytics, Management Consulting
Bachelor’s degree in Business, Engineering, Mathematics, Computer Science or another related field required. Master’s degree preferred
Strong communication skills (verbal and written) with an ability to communicate complex information to non-technical audiences
Strong technical skills, and must be expert level in MS Excel and related analytic tools
Experience in quantitative market research is preferable, especially strong skills relating to Customer Satisfaction and Loyalty
Demonstrated passion for Customer Experience and acts as an advocate for customers
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.
Hartford - Connecticut - 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.