Customer Experience Information Delivery Manager (Remote)

at Travelers in Dover, Delaware, United States

Job Description

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

Analytics & Research, Customer Experience

Target Openings


Job Description Summary

The Customer Experience Information Delivery Manager role will become an expert on Customer Experience data within the Enterprise Customer Experience team. They will oversee the creation of survey data, perform quality control checks to ensure data is created and stored accurately, and partner with other members of the Customer Experience team to ensure the data is being leveraged correctly. This ideal candidate would be someone who is very analytical, has previous leadership experience, and a high attention to detail. Deep technical skill is a plus but not required. This position can be remote or located in one of the many Travelers offices.

This position may be based 100% remotely or in one of our offices

Primary Job Duties & Responsibilities

+ Data Refinement:

+ Develops a thorough understanding of all data contained within multiple data marts and source systems across Ops, Customer, and Digital.

+ Participates in solution design within assigned tasks and validates that developed solutions align with defined business requirements.

+ Lead prototyping and validate prototypes before production build.

+ Participates in the development of the strategic plan for Information Delivery including identification appropriate infrastructures, tools and performance requirements.

+ Manages monthly delivery process and support for Information Delivery assets

+ Business Discovery:

+ Assists in the develop of guidelines and recommends best practices to mitigate defects and ensure data quality.

+ Oversees the translation of business requirements into technical requirements for enhancements and info delivery solutions.

+ Performs analysis of complex and unfamiliar data sources to determine value and use. Determines and recommends data to include in info delivery projects.

+ Utilize a rapid prototyping methodology to perform moderate ad-hoc analysis to find solutions to business inquiries.

+ Data Visualization:

+ Operationalize and automates moderately complex data products independently.

+ Independently develops and enhances analytic reports, scorecards and dashboards. Provides support for the implementation.

+ Applies data derivations and business transformation rules based on data requirements.

+ Provides recommendations of key performance indicators.

+ Data Culture:

+ Presents and translates complex information in relevant business terms.

+ Works within Travelers standards, processes, and protocols.

+ Understanding and application of core data management competencies (e.g. data governance, data security, data quality).

+ Leadership:

+ Develop and own project timelines and plans for assigned projects

+ Provides guidance to less experienced peers.

Minimum Qualifications

+ Bachelors Degree in Information Systems, Mathematics, Economics, Finance or other quantitative degrees.

+ 4 years of relevant data and analytics experience required.

Education, Work Experience, & Knowledge

+ Technical Knowledge:

+ Multiple Programming languages: Examples include(but not limited to):SQL, SAS, R, Python, etc.

+ MS Office Suite with advanced knowledge of Excel.

+ Experience:

+ 8 years of general business experience.

+ 6 years experience working with MS Office Suite with advanced knowledge of Excel

+ 6 years experience coding SQL

+ 3 years of experience working in a complex data environment

Licensing or Certificates

+ Business Intelligence certification preferred.

Job Specific Technical Skills & Competencies

+ Communication Skills:

+ Ability to communicate thoughts/designs/ideas in an unambiguous manner and adjusts communication based on audience.

+ Exhibits active and effective communication skills with team members – including active listening and effective written and verbal communication skills.

+ Effectively contributes and communicates with the immediate team and business partners.

+ Problem Solving & Decision Making:

+ Able to recognize, analyze, and diagnose business and data issues of advanced complexity.

+ Able to creatively evaluate alternative solutions.

+ Demonstrates the ability to make routine decisions independently and escalates when necessary.

+ Provides recommendations on resource optimization.

+ Relationship Management:

+ Builds and fosters relationships with the team, business and technical partners to achieve objectives.

+ Practices objectivity and openness to others’ views.

+ Coordinate with other areas to achieve project/department or division goals.

+ Planning and Project Management:

+ Manages time and competing priorities

+ Provides management with accurate and timely status information.

+ Accurately evaluates and estimates tasks.

+ Leadership:

+ Able to recognize and support team priorities

+ Exhibits team leadership and collaborates with partners.

+ Beginning to provide feedback and/or coaching.

+ May collaborate across the Enterprise and participate in pipeline talent programs.

+ Builds consensus among the team

Environmental / Work Schedules / Other

+ Requires extended periods of computer use.

+ Requires extended periods of sitting.

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.

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Job Posting: JC180166572

Posted On: Mar 26, 2021

Updated On: Sep 20, 2021