Travelers Sr Dir, Business Delivery - Customer Platform - PI in Hartford, Connecticut



Sr Dir, Business Delivery - Customer Platform - PI

Target Openings:


Primary Job Duties & Responsibilities:

  • Responsible for the Customer Platform in Personal Insurance to deliver upon the strategic discretionary investment dollars associated with enabling Travelers to provide simplified, digital-first, omni-channel customer experiences

  • Define market facing capabilities that align with the organization’s strategic imperatives, focusing on projects leveraging new technology to first meet, and then exceed customers’ evolving expectations related to brands they interact with.

  • Understand the company’s business strategy, operating vision, business imperatives and capabilities, and how they define technology imperatives and business capabilities

  • Partners with the Customer Experience / Digital and Operations business areas to translate Strategic Planning outputs into an actionable plan which defines, links, and sequences business capabilities to overall business objectives, focusing on delivery of customer facing capability.

  • Partner with business customers to define executable investments that meet their business objectives, gain organizational commitment and transition into execution.

  • Accountable for a portfolio of work that may be executed by more junior employees, while providing oversight, coaching and support.

  • Provides input to Portfolio Investment prioritization for Project and Enhancement level requests

  • Define the specific business solutions and structures needed to realize opportunities that create business value for the organization and introduce capability to the market place

  • Directly leads definition and refinement of Project scope, solution approach and delivery cost / timeline parameters [both at the content and structure level]

  • Assist in evaluating business process solutions to make sure they are flexible enough to support incremental development, ongoing maintenance and future enhancements to the system architecture

  • Work with business and technical architects to explore and define how the proposed solutions will fit into the overall enterprise architecture

  • Serve as liaison to the business community, to ensure that its needs are fully understood by the project team

  • Assist in the development of the project CBA providing input and driving balance of solution cost and benefit realization against capability goals and objectives

  • Develops and maintains integrated Program / Project plan with detailed deliverables, dependencies, business and IT milestones, and end-to-end critical path

  • Manage the delivery and execution of the programs and projects to ensure business capability is realized

  • Help define the performance goals/SLAs, KPIs, and key milestones for the proposed solutions

  • Understand the key challenges that sponsors and key stakeholders face

  • Identify risks and assumptions associated with the functional elements of the solution

  • Other duties as assigned

Job Opening ID:


Environmental/Work Schedules/Other:

May include some travel

Equal Employment Opportunity Statement:

Travelers is an equal opportunity employer.

Job Category:

Project/Operations Management

Job Summary:

As a Platform Delivery Lead–Sr. Director, you’ll be joining an organization that has end-to-end accountability for defining capabilities to meet business objectives, leading delivery of small to large-sized projects of moderate to high complexity to bring capabilities to market, and monitoring and operational support post-implementation. This is a project delivery role where you’ll have the opportunity to apply your business acumen and critical thinking to define solutions to deliver the expected value – then see the execution through to implementation.

Responsible for driving the broad planning processes across assigned business areas and enhancing integration between Strategic and Business Planning activities. Maintains overall project accountability for end-to-end delivery of business capability. In addition, the successful candidate will have enterprise responsibility to shared functions (i.e. Governance, PMO, Metrics and Communications).

In this role, you will lead the definition and execution of a portfolio of business & technology investments that will enable Travelers to provide simplified, digital-first, omni-channel customer experiences. Primarily focused on post-acquisition, some areas of focus include digital self-service (web and App); investments in foundational technology to advance customer centricity, and improving Travelers ability to interact with customers via digital channels. On an ongoing basis, you will partner with business leaders to continually define future investments and maintain a multi-year roadmap of capabilities targeted at achieving specific financial and experiential results.

Position Type:


Preferred Qualifications:

  • Experience with delivery of customer facing, digital technology

  • Problem solving and analytical aptitude

  • Demonstrated expertise in strategic and business planning

  • Demonstrated leadership/ employee development ability

  • Business case development

  • Large scale program delivery/management

  • Facilitation skills

  • Change management

  • Performance measurement

  • Ability to effectively provide transparency into capabilities / solutioning and articulate to senior executives

  • Communications – Written and Oral

  • Strong skills in Excel/Access/PowerPoint/Word/Rally

  • Maintains a positive, achievement-oriented attitude

  • Demonstrates initiative and innovation in achieving results

  • Anticipates on-going needs of customers and proactively works to develop solutions

  • Uses resources effectively - is well organized and sets priorities to meet critical business needs

  • Highly developed analytical and problem solving skills

  • Able to work in a team environment and independently

Education, Work Experience & Knowledge:

Require experience delivering projects in an agile delivery method. Scaled Agile is preferred. Looking for individuals who delivered in roles like ‘Agile Product Manager’; ‘Agile Solution Manager’; ‘Program Manager’ or ‘Project Manager’.

Looking for people with hands-on experience not project plan box checkers… attending daily stand-ups; feature and story grooming; embedded or co-located with teams. May help to ask what a typical day includes if currently in a similar role.

Seeking validation that individual has experience with oversight of other projects, including validating status, key metrics, plans, and providing coaching and support of junior project leads

Seeking validation that candidate has experience managing a project portfolio size similar to the expectation ($9M) experience with similar size, and also not seeking something substantially larger

Prior experience in project management & business architecture preferred.

Bachelor’s or advanced degree preferred.

Prior experience within the P&C industry is a plus.

Physical Requirements:

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:

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.