Travelers UX Director (Salesforce, Customer Facing Portals) in Boston, Massachusetts
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 Description Summary
Travelers is looking for a UX Director to deliver best-in-class experiences for our customers, agents, employees and partners in Personal Insurance. UX Directors lead teams that design elegant and engaging solutions to complex business challenges across channels and roles. Partnering with senior leaders in Personal Insurance including product management, engineering, and business stakeholders, they will deliver solutions that fulfill on key customer experience and business goals. Work within this job family ranges from enhancements to new ecosystem experience, etc. As a leader in the practice, the they play a large role in the success of the team and in driving experience strategy in Personal Insurance.
A UX Director leads their teams on key projects through discovery, design, and development, and producing holistic solutions that optimize the experience across various mediums and channels (internal and external facing platforms, software, voice, etc.). As part of a small but growing team of 7 User Experience (UX) professionals the UX 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. This resource will continuous work to gain fresh insights and leverage them to drive design direction or improve existing designs. They persistently look for new design practices, customer and user trends, and marketing and brand insights to deliver optimized experiences.
More specifics on the focus of the role will shared in the interview process.
This job will have direct reports and management responsibilities will increase as the team grows.
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.
Perform other duties as assigned.
- 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
10+ years of User Experience work experience preferred.
Previous management experience, including growing teams is desired.
Experience advocating for user design at an organizational level.
Experience with one or more of the following preferred:
Financial Services industry.
Salesforce-design experiences in Salesforce platforms; Lightning design system.
Consumer facing portals, app, etc.-delivering solutions that elevate experiences and deliver business results
Outcome based Product Design
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
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 have 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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