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Company Name Travelers Insurance

Job Summary

Travelers Enterprise Experience Team is looking for an expert in helping to lead our Enterprise Experience Listening Operations capabilities and strategy.  The position is a key leader who will be helping to transform the organization through orchestration of understanding our customers and their needs and helping to translate it to business outcomes. This position will work with a team to manage and oversee all customer, agent and employee listening. Responsibilities include leading foundational relationship, journey feedback as well as transactional programs. This position will be the SME for designing holistic listening programs through expertise in survey, data and analytic design.

This job is a Manager:  Responsible for setting work objectives and goals for employees and managing their performance.  Typically involved in compensation decisions. Employees have a formal reporting relationship to this job.

Primary Location

Hartford - Connecticut - United States

Primary Job Duties & Responsibilities

Leads the ongoing development of a holistic customer understanding across all relationship, journey and transactional areas.
Leads the continual identification, development, prioritization, tracking, and implementation of CX listening posts.
Manages the work flow from questionnaire and sampling design, programming, through reporting and insights. 
Develops and maintains key metrics and reporting for all customer, agent and employee listening programs.
Keeps abreast of key industry trends, research and recommend best practices, KPIs and benchmarks.
Develops and implements internal communication and training strategies to create awareness and engagement of CX listening initiatives.
Partners closely with teams throughout the organization to build a culture of data-driven insights to ensure that the customer’s voice and feedback is central to decision-making and communications.
Collaborates with business partners to drive a better customer experience, including research on customer needs.
Works with our VOC platform vendor to lead the administration of existing surveys as well as design and implement new survey solutions using industry best practices.
Coaches and develop. team of individual contributors to be data-driven CX advocates.
Partners with Closed Loop Lead to build and maintain Promoter, Passive and Detractor activation programs.
Develops efficient programs and systems for managing all listening work for the Enterprise.
Expertise in developing insights from VOC listening data to identify drivers and areas of focus.

Minimum Qualifications

Minimum of 10 years working in Customer Experience related fields.

Education, Work Experience & Knowledge

Bachelors+ degree in Business preferred.
10+ years’ experience in Customer Experience, Consulting, Market Research or related field preferred.
5+ years of management experience preferred.
5+ years of project management leadership experience preferred.
Experience working on broad/business-wide projects or initiatives preferred.
Experience working across functional areas within organizations preferred.
Thorough Knowledge:  Possesses advanced knowledge of subject matter in order to solve unusual as well as common work problems and advise on technical matters and to serve as a resource to organization.
Solid understanding of statistical analyses and predictive modeling.
Understanding of how to interpret and manipulate large and disparate datasets in complex organizations.
Demonstrated ability to communicate listening and research concepts and implications to non-technical audiences.
Experience developing and socializing highly effective KPI’s and driver performance.
Able to communicate business impact and consult with business partners on developing a strategy that is grounded in solid statistical findings.

Job Specific & Technical Skills & Competencies

Advanced to Expert computer Skills in Excel, data visualization and statistical programs (Preferred:  Data Visualization tools like QlikView, Statistical packages like SPSS or SAS).
10+ years working successfully with Microsoft office products and software/programming applications.
Expert knowledge of Market Research design techniques.
Advanced knowledge of Text mining and unstructured data.
Ability to Interact effectively with others across functions and levels within organization.
Ability to think strategically
Ability to consider others ideas seriously  and accept feedback.
Builds and maintains credibility with others
Skilled at analyzing problems and making decisions
General understanding of business functions, processes, and overall business strategies.
Demonstrated expert analytic and diagnostic skills. 
Experience in strategy formation and assessment of competitive environment. 
Demonstrated interpersonal skills. 
Demonstrated expert communication and presentation skills. 
Ability to work independently and as part of a team.
Demonstrated ability to see results to completion. 
Advanced problem solving and decision making skills. 
Demonstrated capabilities in innovative thinking and approaches.
Advanced leadership skills including ability to:
Leverage Differences
Manage in participative manner
Develop employees
Manage change effectively
Inspire others and promote a vision
Understand and navigate organization
Align resources to accomplish key objectives.
Understand perspectives of different functional areas within Information Management.


Internal Reference Code/Reference No. 17497BR
Location Name United States
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