Sr Director Experience Management - Measurement and ...

Who Are We? Taking care of our customers, our communities and each other. Thatu2019s 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. Job Category 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 $146,400.00 - $241,600.00 Target Openings 1 What Is the Opportunity? Experience Management teams create shareholder value by improving the experiences customers, agents, and employees have with Travelers. Leveraging data and a human-centric approach, we are redesigning processes, and innovating the future state to make every interaction a competitive advantage. As a Sr Director, of Experience Measurement & Insights, you will lead the design, deployment, and optimization of listening programs across Bond & Specialty. This role is responsible for operationalizing the Experience Measurement Framework within the business. Ensuring feedback is captured systematically, governed effectively, and translated into actionable insights. This leader will architect and manage a coordinated listening ecosystem while partnering closely with: - Experience Design (XD) to inform journey improvements and solution development - Decision Science to connect experience drivers to measurable business outcomes - Enterprise Research (Market, Emerging, and Experience) for deep-dive and specialized studies This is a hands-on leadership role focused on building scalable listening systems, synthesizing multi-source insights, and ensuring experience signals drive informed decision-making. This role operates at a moment of significant evolution in experience measurement. The Sr Director will be expected to actively shape how Bond & Specialty adopts emerging capabilities, including AI-assisted synthesis, passive signal integration, and continuous listening architectures, while maintaining the methodological rigor that makes insights trustworthy and actionable. You will advocate cultural change towards an experience-centric organization, focused on end-to-end experience, operational excellence, forward looking insights, process management, technology innovation, and efficiency. What Will You Do? Experience Measurement Implementation + Operationalize the Bond & Specialty Experience Measurement Framework + Design and manage listening programs across relationship, journey, and lifecycle touchpoints + Ensure alignment of listening efforts to business priorities and experience domains + Establish practical governance to reduce duplication and survey fatigue + Define clear standards for sampling, timing, and measurement consistency Listening Program Design & Management + Stand up and scale customer, agent/broker, and underwriter listening programs + Ensure listening methods are appropriate to context (transactional, relational, qualitative, pulse, etc.) + Monitor program health, response quality, and signal reliability + Continuously improve listening approaches to increase relevance and value Signal Synthesis & Insight Development + Integrate multiple sources of experience data (surveys, qualitative input, operational metrics, complaints, sales indicators, etc) for business-driven use cases + Design listening to enable development of clear, prioritized insights that highlight root causes and business implications + Move beyond reporting to deliver diagnostic and directional recommendations + Prepare executive-ready materials that clearly articulate u201cwhat this meansu201d and u201cwhat to do nextu201d Decision Science Partnership + Partner with Decision Science to connect experience drivers to performance metrics such as growth, retention, broker engagement, and underwriting effectiveness + Develop hypotheses about experience-to-performance linkages and collaborate with Decision Science to design and interpret analyses + Ensure experience metrics are positioned to inform business planning and prioritization and track value added Experience Design Partnership + Collaborate with Experience Design (XD) to ensure insights inform journey mapping, solution design, and improvement initiatives + Provide experience driver data to support prioritization of design efforts + Support measurement plans for newly designed experiences to assess effectiveness Enterprise Research Partnership + Coordinate with Enterprise Research (Market, Emerging, and Experience) to commission or align on deep-dive studies + Ensure Bond & Specialty listening efforts complement (not duplicate) enterprise customer experience initiatives + Leverage enterprise research capabilities to strengthen methodological rigor when needed Activation & Accountability + Establish structured feedback loops with business leaders + Facilitate insight-to-action working sessions + Track adoption of agreed-upon actions and monitor impact over time + Increase leadership confidence in experience insights as a decision input What Will Our Ideal Candidate Have? + Bacheloru2019s degree. + Nine years of experience in experience management, market research, experience analytics,, listening strategy, customer insights, and/or applied research, experience analytics. + Demonstrated experience building or scaling listening programs within complex organizations + Strong understanding of quantitative and qualitative research methods + Experience translating experience signals into actionable business recommendations + Knowledge of experience management methodologies, processes, and tools in the Insurance and/or Financial Services Industry with the ability to implement strategies to improve Travelers experience management transformation. + Ability to interpret regression outputs, driver analysis, and statistical significanceExperience designing measurement frameworks that support causal or correlational analysis

Created: 2026-03-16