Technology

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$151,800.00 - $250,400.00

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Travelers' Experience Design (XD) team creates solutions to ensure best-in-class experiences for our customers, agents, employees, and partners. As the Sr. Director of Experience Design, you will set strategies and goals for the discovery and creation of new and improved solutions that result in unified, inclusive, and valuable experiences for our customers, agents, and employees. You will initiate and guide collaborative efforts with functions such as product and journey management, engineering, data and analytics, business stakeholders, and others to advance the strategic objectives of workstreams and the organization. You will lead the creation of experience visions and strategies, setting direction for the definition, testing, and implementation of service and product solutions across channels. You will advance the XD discipline by advocating for human-centered design practices, improving standards and processes, and building strong partnerships across the enterprise. As a senior XD leader, you will lead and manage other staff members, providing coaching and guidance to guarantee the healthy and effective operation of their teams and areas. You will ensure that the XD function has effective approaches to recruiting, hiring, developing, and evaluating personnel.

What Will You Do?

• Apply domain-specific expertise, leadership, and perspective to programs and activities, while helping to shape product and journey vision, strategy, roadmaps, and decision-making in and across business units.
• Communicate strategies and decisions, coordinate the work of individuals and teams and leading the collection, analysis, prioritization, and application of feedback.
• Establish and manage achievement of XD function strategic objectives for your team, including policies, practices, staffing, and budgets.
• Define research and design strategies for products and services by coordinating and guiding the creation and improvement of models, concepts, and design elements (e.g., experience goals, journey maps, information architecture, scenarios, personas, interactions, content, etc.) applying and setting design objectives, principles, and standards.
• Ensure effective strategies for, and ability to execute, research and testing activities that gather user experience data, evaluate the usability of solutions, and determine the effectiveness of concepts.
• Orchestrate and foster effective collaboration with various stakeholders (i.e., end users, other business and technology functions, and outside partners) to shape design strategy and objectives through a human-centered approach that leverages research-based insights, experimentation, and data-informed decision making.
• Help set objectives and practices for defining and adopting new and improved tools, methods, and processes.
• Coach and mentor XD staff to shape and accelerate their advancement, guide team and practice development, strengthen leadership abilities, and help identify and recruit top candidates to the XD practice.
• If managing others, set performance goals, provide ongoing feedback, and conduct standard performance reviews.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• Experience in a related field, such as HCI, VCD, Service Design, Anthropology, etc.
• Twelve years of related experience.
• Three years of leadership experience (formal management or other).
• Advanced knowledge of most areas, expert level knowledge and application three or more, and the ability to teach others at an advanced level:
• Design research
• Information architecture
• Interaction design
• Visual design
• Content design (strategy, writing, editing for interaction)
• Information design
• Service design
• Prototyping
• Presentation and communication
• Collaboration and facilitation
• Design strategy
• Usability testing
• Data analysis
• Design systems

What is a Must Have?

• Bachelor’s degree or its equivalent in work experience.
• Ten years of related experience.