Experience Design Director Customer Facing

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Job Overview
Job Title:
Experience Design Director ( Customer Facing )
Company:****
Category:
Claims, Executive / Management
Location:
Hartford, Connecticut
Tweets by @TRV_Careers
Experience Design Director ( Customer Facing )
Hartford, Connecticut
Company Summary
Taking care of our customers, our communities and each other. That's 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 160 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
Technology
Target Openings
2
Job Description Summary
Are you a curious mind who wants to find insights that will impact the insurance industry? Are you a human centered design evangelist that wants to build a best-in-class design team? If so, this role will excite you.
An Experience Design (XD) Director will help create and deliver best-in-class experiences for our customers, agents, employees and partners in Personal Insurance.
An XD Director leads design, research and content and creates elegant and engaging solutions to complex business challenges across channels and roles. They often direct junior designers on specific engagements. They partner with key product management, engineering, and business stakeholders, and deliver solutions that fulfill on key customer experience and business goals. Work within this job family ranges from enhancements to new ecosystem experience design.
An XD Director takes key projects through discovery, design, and development, and producing holistic solutions that optimize the experience across various mediums and channels (consumer and internal facing platforms, software, voice, etc.). The XD Director will work to review work in-flight, lead research and design sessions, and partner with cross-functional teams to ensure that the work being produced is of high-quality and meets our experience and business goals.
As part of a growing team of 15 Experience Design (XD) professionals, they play a strategic role in the success of the team and in expanding the impact of experience design in Personal Insurance.
This position may be based 100% remotely or in one of our offices.
Primary Job Duties & Responsibilities
Contributes to strategy and business architecture in collaboration with other functional area leaders.
Serves as the key point of accountability for UX efforts at the portfolio level, covering multiple programs and projects. Advocates for user-centered design approaches and priorities.
Helps to recruit and grow a team of outstanding UX professionals by providing vision, coaching, and mentorship.
Helps to create a dynamic team environment by fostering collaboration, experimentation, agility, and vigorous inquiry, while maintaining high expectations and attention to detail.
Helps to create and evolve design systems and best practices that account for user needs and context, while reinforcing brand values and standards. May collaborate across the enterprise to establish and promote these standards.
Ensures adherence to UX guidelines within a portfolio of programs and projects.
Participates in the development of processes for UX resource engagement with project teams during ideation, prioritization, development, and quality assurance phases.
Ensures research, visual design, information architecture, and interaction design roles are adequately resourced.
Plans and may conduct user research, usability testing efforts, and competitive research and analysis. Reports research findings to stakeholders. Translates these findings into design solutions.
Oversees delivery of, and typically creates, artifacts that include personas, journey maps, user workflows, information architecture, wireframes, and interactive prototypes, within project timelines and budgets.
Typically manages vendor relationships for outsourced UX activities.
Staff management functions include, but are not limited to, coaching, training, planning and performance management in a supportive, team oriented, collaborative manner.
Minimum Qualifications
Bachelor's degree in graphic design, psychology, human factors, social sciences or related field or 7 years of User Experience work experience required.
Education, Work Experience, & Knowledge
Typical incumbent experience level 10 years.
Previous management experience preferred.
Experience advocating for user design at an organizational level.
Background in delivering customer facing solutions a must
Previous work in e-commerce preferred
Experience working in Insurance with a specific focus on quote to issue systems a huge plus
Job Specific Technical Skills & Competencies
Outstanding communication, organization, time management and interpersonal skills.
Familiarity or basic understating of web-based technologies.
Experience with wireframing / prototyping software.
Expert in conducting end user research and interviews.
Proven ability to instill usability as a core value within a large, matrixed organization's culture.
Expert knowledge of digital design, flow and site organization with a wide degree of creativity and problem solving abilities.
Environmental / Work Schedules / Other
Travel Requirements: Travel Occasionally
Employment Practices
Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.
If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.
Travelers reserves the right to fill this position at a level above or below the level included in this posting.
To learn more about our comprehensive benefit programs please visit ****About Travelers
The Travelers Companies, Inc. (NYSE: TRV) is a leading property casualty insurer selling primarily through independent agents and brokers. The company's diverse business lines offer its global customers a wide range of coverage in the auto, home and business settings. A component of the Dow Jones Industrial Average, Travelers has more than 30,000 employees and generated revenues of approximately $25 billion in 2010.
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