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.
Job Summary
Responsible for defining and implementing the strategic vision for the effective learner experience. Assess current processes, recommend improvements, and support implementation of ideas. Partner within line of business to define the tenets of an optimal learning experience, focusing on in-person and digital touch points (e.g. new hire training, advanced training, moment-of-need support, post-event coaching, certified learning resources, user-generated resources). Understand the learner experience from the perspective of an individual touch point or event, as well as how to optimize the experience before, during, and after a multi-faceted program. This job does not manage others This job works under General Direction: Establishes procedures for attaining specific goals and objectives in a broad area of work. Generally final results are reviewed. (Typically applies to a manager or expert/top level professional.)
Primary Job Duties & Responsibilities
Develop strategy and promote learner-focused culture across learning team; promote vision of optimal learner experience across learning team and business partners. Develop strategy to understand the learning experience from the learner's point of view and make recommendations on ways to streamline and improve learner experience. Influence partners to implement identified recommendations to enhance the learner experience. Understand the evolving learning environment and establish, implement, and measure best practices for learner experience to be used within the line of business (specific to various learning events, assets, programs). As a team lead, implement recommendations to ensure a seamless learner/user experience across digital and in person learning interactions. Communicate key learnings; make cohesive recommendations, share initiatives and successes with leadership and key business partners. Review entire life cycle of the learning experience from first point of contact until the last, and identify ways to improve the learner experience. Collect data related to current state of learner(s) experience(s) within line of business; depict current state on an ongoing basis and report findings to leadership and business partners. Interact with learners to gain input (interviews, surveys, feedback) on the learner experience based on individual touch points and events. Establish framework for gathering regular feedback as part of overall strategy. Lead ongoing improvements to the learner/user experience based on feedback from all channels/touch points and inputs. Partner and consult across within line of business to understand processes, practices, methodologies that affect the learner experience. Partner with line leads and select business partners to gain insight into the leaner experience from the business point of view. Identify resources used by learners; define impact on their experience. Identify gaps, frustrations, opportunities, and make recommendations for improvements to leadership. Identify transition points in the learner experience; make recommendations to support seamless transitions between learning touch points in order to optimize the learner experience. Develop learning experience maps to inform survey design, learning asset decisions, and guide overall learning experience decisions. Perform other duties as assigned.
Minimum Qualifications
High School degree or GED 5 years of experience in customer experience design, user experience design, or service design. OR A combined 3 years of experience in customer experience design, user experience design, or service design and 3 years of experience in the learning field.
Education, Work Experience & Knowledge
Bachelor's degree preferred Experience with design thinking, particularly related to digital channels Experience with feedback methods, surveys, and focus groups Ability to analyze and synthesize data; connect data to strategic recommendations and report out Ability to influence and build support for ideas Ability to accomplish work in a matrix environment Excellent oral and written communication skills; ability to share information with team members, business partners, and customers Excellent interpersonal skills in dealing with team members, business partners and customers Demonstrated collaborative approach to solutions involving appropriate stakeholders in the solution; ability to build relationships within and across the organization Courage to explore and secure management buy-in to creative solutions that address needs and problems Demonstrated capabilities in innovative thinking and approaches Effectively utilize operational expertise and process improvement knowledge and capabilities Experience with small and large group presentations with higher levels of management. Knowledge of adult learning theory preferred.
Environmental/Work Schedules/Other
Weekend work hours - Occasionally Overnight work hours - Occasionally Holiday work hours (Federal and religious) - Occasionally Travel - Occasionally
Physical Requirements
Operates standard office equipment - Continuously Sitting (Can stand at will) - Continuously Standing - Occasionally Use of Keyboards, Sporadic 10-Key - Continuously
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
Community Expectations | Privacy Policy
© 2020 CXPA All rights reserved