Director, Journey Analytics

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We are looking for a passionate and results-focused leader to join the Enterprise Customer Experience Journey Analytics team. This role is an exciting opportunity to build and transform world class customer experiences across Travelers and drive measurable results by leveraging descriptive and diagnostic analytics to optimize the journeys of our customers, employees, and business partners.

As a Director, Journey Analytics, you will lead complex analyses to quantify insights, identify opportunities, and partner with the business to influence strategic business decisions. You will design and influence actionable, meaningful success metrics, and monitor and evaluate outcomes to identify further optimization opportunities and communicate business results across senior leaders.

You will lead strategic business partnerships across multiple functional areas to consult on CX priorities, influence strategic business decisions, ensure optimal outcomes, and optimize value through solution identification aligned with business strategies, and ensure future data direction.

• Leverage and/or build data and analytics, to influence business strategy to leadership by translating insights into business value.
• Be accountable for business analytics support across multiple initiatives.
• Use data visualization and storytelling to leverage insights, communicate the business story, and influence solutions to senior leaders.
• Review and interpret complex data and identify trends to support Health of the Business.
• Oversee the design and ensure the execution of Proofs of Concepts leveraging various tools and techniques to develop capabilities.
• Manipulate complex raw data (structured and unstructured) and work towards the ultimate design required to meet business requests.
• Monitor complex business results to determine if desired results are achieved and influence recommendations to management.
• Leverage creative problem solving and deep technical and business knowledge to answer complex questions from business partners and package in a way to be used across senior leaders.
• Proactively coordinate with cross functional teams on varying business initiatives.
• Leverage industry best practices, analytic tools and techniques, market data and technology trends to identify and implement business opportunities.

• Bachelor’s degree in STEM (Science, Technology, Engineering, Mathematics), Economics, Business, or related.
• Seven years of descriptive analytics or related experience working in the P&C industry with knowledge of insurance products and concepts.
• Two years of technical team project leadership or people management experience.
• Experience using and building business intelligence tools.
• Deep understanding of business functions, operations, analytic functions and/or product of supported business line with the ability to translate insights into business value.
• Deep technical understanding of descriptive and diagnostic analytic processes, including multi-variate analysis, data quality, data reporting, and data retrieval.
• Ability to effectively communicate, present technical data and trends, and recommendations while understanding the financial impact of the business.
• Ability to understand business goals and identify best practices to execute and influence others.
• Awareness and adherence to established data management practices and standards.
• Strategic analytical and business mindset.

• Five years relevant analytics experience required.

• Health Insurance:
  Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
• Retirement:
  Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan…