Experience Design Director ( UX / Sales Enablement )

Job Description

Are you a design leader ready for your next challenge? Do you consider yourself to be a highly collaborative, strategic systems thinker? Are you a change agent and hands-on contributor who loves solving problems and creating solutions? If you inspire teams to create exceptional and effortless experiences by bringing the needs of the user front and center, this is the opportunity for you.
We are reimagining the sales and service experience across Travelers to ensure our employees are positioned to create strong relationships with our customers, agents and brokers. We’re looking for a passionate, inspiring team player who thrives in simplifying the complex. A collaborative leader who brings fresh ideas and a human-centered design approach, to enable scalable solutions leveraged by thousands of Travelers personnel.
On a multi-disciplinary team, you will design and develop streamlined and integrated solutions that wow users and achieve business outcomes. You will lead discovery and framing activities, facilitate workshops, create and conduct research and synthesize findings into actionable insights to design and test concepts through implementation. Working in an Agile delivery model, your team will have a profound effect on driving efficiencies, increasing revenue and enabling a strategic technical foundation for the future.

• Engage with and influence stakeholders to create design strategies that lead to high-value, user-friendly, scalable solutions.
• Facilitate cross-functional brainstorming and collaborative design sessions leveraging design thinking methods and approaches to create and maintain a shared view of users among various stakeholders.
• Define, plan, execute and interpret customer research, interviews and synthesize data; generate consumable and actionable insights.
• Create and/or oversee the creation of personas, process maps, service blueprints, concepts, wireframes and prototypes.
• Tailor the design/research approach to any audience evolve plans and priorities by flexing with the changing landscape.
• Work closely with product managers and engineers to ensure feasibility of proposed features/solutions; align to business needs and user requirements.
• Serve as key point of accountability for UX efforts at the portfolio level, covering multiple programs and projects. Advocate for user-centered design approaches and priorities.
• Typically manage vendor relationships for outsourced UX activities.
• Help lead our experience design practice by participating in recruiting and coaching; improve processes and tools, and building a mature, high-performing design group.
• Perform staff management functions including but not limited to, coaching, training, planning and performance management in a supportive, team oriented, collaborative manner.

• 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

• Typical incumbent experience level 10+ years.
• Previous management experience preferred.
• Experience advocating for user design at an organizational level.

Job Specific Technical Skills & Competencies

• Strong facilitator working with diverse groups of stakeholders and users in workshops and meetings to provide a productive, enjoyable, collaborative experience.
• Mastery of common experience mapping, information architecture, product design, and interaction design methods and techniques (e.g., site maps, journey maps, taxonomies, user flows, pattern libraries, storyboards, mental models, content inventories, interactive prototypes, etc.).
• Experience developing strategies for research and design including setting objectives, choosing appropriate activities, managing timelines, engaging stakeholders, etc.
• Experience planning and executing user research activities (e.g., surveys, interviews, tests, observation), and evaluating results to create actionable insights.
• Ability to foster a user-centric, product-oriented culture, including usability and accessibility standards and practices.
• Familiarity using data to inform design decisions including experience with multi-variant testing, analytics and voice of customer feedback.
• Outstanding communication and interpersonal skills, and the ability to convey messages that build empathy and understanding through storytelling.
• Ability with popular software for UI design and prototyping, such as Sketch, InVision, Figma, Axure, etc.
• Familiarity with lean and Agile principles, approaches and methods to create and deliver products and services.
• Experience working with enterprise platforms (e.g., Salesforce) supporting sales and service capabilities.