Senior Experience Research Analyst

Who Are We?

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

Marketing

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

$75,500.00 - $124,700.00

Target Openings

1

What Is The Opportunity?

At Travelers, Experience Researchers work collaboratively across the company to deeply understand and evolve the experiences we deliver to key stakeholders, including customers, agents/brokers, claimants, and employees. They provide strategic consulting, actionable insights, and recommendations that optimize experiences, enable informed investment decisions, help drive winning experience strategies and ultimately deliver on key outcomes for Travelers. As a Senior Experience Research Analyst, your role focuses on supporting customer and agent experience improvement and optimization. You will support a range of listening programs and other ad hoc experience-related research initiatives, summarizing and synthesizing information to generate relevant business insights. You will utilize a range of research methodologies to address business questions. This may involve collaborating with vendors and internal research enablement teams to implement new programs, delivering routine KPI and other success metrics and creating insights to drive experience strategies and investments. Your work is essential for enabling informed decision-making and prioritization of investments to enhance experiences.

What Will You Do?

• Support customer, employee, and agent experience research from initial scoping to final report generation and presentation on assigned topics. These efforts may be discrete projects or dedicated support of a platform, and/or audience in an Agile environment.
• Conduct preliminary analysis and synthesis of qualitative and quantitative data to inform deliverables.
• Generate preliminary observations based upon analysis to inform deliverables and answer strategic questions.
• Contribute to the development of presentations, reports, dashboards, etc.
• Leverage multiple data sources, including internal data in analysis and insight development, and identify potential syndicated or third-party data sources.
• IF UXR: Contribute to the gathering of user experience data, evaluating the usability of solutions, and determining the effectiveness of concepts.
• IF UXR: Analyze, evaluate, describe, and report results and recommendations to design and product stakeholders, with increased autonomy.
• IF UXR: Conduct post-launch assessments of solutions or experiences to validate experience quality and inform future business roadmaps or backlogs.
• Prioritize day-to-day tasks with input from manager.
• Ensure data accuracy and quality standards are met.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• 4 or more years of experience in Market Research, UX Research, Human Centric Design, Service Design, Anthropology, or related experience.
• Bachelor's degree in business, marketing, mathematics, statistics, psychology, anthropology, or comparable analytical degree.
• Strong knowledge of Microsoft Office products
• Self-motivated.
• Strong communication skills (including an ability to explain and show work done on).
• Ability to collaborate effectively within the team.
• Able to work both independently and in a team environment.
• Able to create and cultivate relationships/a network and use it to inform business outcomes with moderate guidance from manager.
• Developing knowledge of business and/or insurance concepts.
• Developing knowledge of, and experience conducting, customer experience and/or user experience , and/or design research, including:
• Research techniques (e.g., survey, focus groups, interviews, ethnographic research, diary studies, A/B testing, card sorting, Net Promoter Score (NPS), social media monitoring).
• Research design.
• Survey, structured and semi-structured discussion guide, and moderator’s guide development.
• Data tabulation specifications.
• Analysis and interpretation of research data.
• Data visualization and insights reporting.
• Familiarity with CRM tools (i.e., Salesforce).
• IF EMR:
• Developing knowledge of cross tabs, dashboards, Excel, or other data analysis platforms (i.e., SPSS, SAS, Tableau, Power BI).
• Familiarity with Qualtrics, Medallia, or other experience research and management platforms.
• If UXR:
• Familiarity with UX Research’s role in informing user journey mapping and persona development.
• Familiarity with UX research tools like UserTesting, Optimal Workshop, Lookback, dscout, and UserZoom.
• Developing understanding of programming languages such as Python and R for data analysis.
• Developing understanding of UX/UI design principles and UX strategy, especially for large-scale software-based user experiences.

What Is A Must Have?

• 2 years of Market Research, UX Research, or related experience.

What Is In It For You?

• 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 that is 100% funded by Travelers.
• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

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. 

In accordance with local law, candidates seeking employment in Colorado are not required to disclose dates of attendance at or graduation from educational institutions.

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.

To learn more about our comprehensive benefit programs please visit http://careers.travelers.com/life-at-travelers/benefits/.