Job Description:

Travelers is looking for a XD Lead to deliver best-in-class experiences for our customers, agents, employees, and partners in Personal Insurance. XD Leads are responsible for designing 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, they play a large role in the success of the team and in driving experience strategy in Personal Insurance.

This designer will focus on our Servicing Ecosystem, creating new and improved platforms and digital solutions. Here you will help our servicing staff deliver outstanding servicing experiences to our customers, designing intuitive interfaces to complex business needs that are easy to learn and use. You will work with researchers and users to inform and test your designs to ensure they are meeting the business and experience goals you help establish. A large focus of this role will be creating experiences in SalesForce Service cloud.

An XD Lead may work independently or manage a team 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 practice of 18 Experience Design (XD) professionals, this person will 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. They strive to discover fresh insights and leverage them to drive design direction or improve existing designs. They are continuously on the lookout for new best practices across design, customer and user trends, and marketing and brand insights to deliver optimized experiences.

Job Responsibilities:

Research and design solutions for products and services by creating and improving models, concepts, and design elements (e.g., experience goals, journey maps, information architecture, scenarios, personas, interactions, content, visuals, etc.) guided by established design objectives, principles, and standards.
Identify, plan, and execute research and testing activities to gather user experience data, evaluate the usability of solutions, and determine the effectiveness of concepts; analyze, evaluate, describe, report results and recommendations to design stakeholders.
Collaborate and communicate with various stakeholders (i.e., end users, other business and technology functions, and outside partners), integrating and advancing a human-centered focus that informs work through research-based insights and design exploration.
Provide domain-specific insights and input, while aligning and sequencing work appropriately, removing impediments, identifying risks, and helping others understand scope and objectives.
Communicate design concepts and decisions, solicit feedback, and independently prioritize and apply where appropriate.
Help to identify new and improved tools, methods, and processes.
Guide and mentor less experienced XD staff, contribute to and help lead team and practice development, and grow your own skills while advancing the XD function.
If managing others, set performance goals, provide ongoing feedback, and conduct standard performance reviews.
Perform other duties as assigned.

Job Requirements/Qualifications:

Experience with SalesForce and Lightning Design system a plus
Experience with designing B2B and B2C experiences a plus
Experience in a related field, such as HCI, VCD, Service Design, Anthropology, etc.
Five years of related experience.
Working knowledge of most areas, along with proficiency in two or more areas:
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