Manager, Insight and Customer Experience (CX) in London

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 170 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 CategoryMarketingTarget Openings1What Is the Opportunity?This role is here to grow the business. You'll explore incremental or new revenue opportunities from across our products and propositions, then shape and help build the things that get us there.You'll start with getting close to the market. You'll talk to customers and brokers, and work out why they buy: what they're trying to solve, which benefits actually matter, and where our own processes are quietly costing us business. You'll pair that with the data, pulling apart customer behaviour, pipeline and market numbers to see what's really happening rather than what everyone assumes. Our data isn't always tidy, so you'll need to be comfortable getting into it, structuring it and finding the signals yourself.Mapping a journey properly, designing an experience that is good in practice internally and externally, building a case that stands up to challenge: these are skills we want you to bring and to raise across the team. If you love the feeling of delivery, seeing the numbers change as much as solving how, this is a great fit for you. You'll be incredibly curious and creative, but as comfortable with a revenue target as a customer conversation. Signals we love also include if you've worked at start-up or scale-up pace and can navigate a large organisation and foster collaboration. business operations.What Will You Do?Customer Insights & ResearchAnalyse quantitative (CRM, web analytics, sales data) and qualitative (surveys, interviews, user testing) data to understand customer behaviour, pain points, and needsIdentify, plan, and execute research activities to gather user experience data and evaluate solution usability. Manage NPS and SUS programmes.Champion AI-first methodologies for insights delivery, including surveys, sentiment analysis, and predictive modellingLeverage carrier management agreements and internal data sources to inform strategic recommendationsManage external research agencies and budgets to deliver high-quality insight projectsSupport proposition managers in conducting primary research, reducing reliance on third-party agenciesBlend commercial acumen with the ability to map and design customer experiences and inform proposition frameworks.Deliver data-driven insights that directly impact business and market outcomesBuild state of the nation pictures, including actionable competitor analysis, around key growth products and markets to help inform propositions and product strategy.Experience Design & MappingResearch and design solutions by creating and improving journey maps, personas, interaction scenarios, and experience conceptsMap end-to-end customer journeys to identify friction points and opportunities for improvement across all touchpointsConduct user testing and usability research to evaluate design effectiveness and gather feedback for iterationApply business analysis skills to understand sales processes and overlay commercial outcomes onto journey designsDevelop design concepts, prototypes, and information architecture guided by established design objectives and principlesStrategic Insights & RecommendationsTranslate complex data into actionable strategic recommendations for marketing, product, sales, and executive teamsDefine and track KPIs to measure the success of customer experience initiatives and business outcomesAnalyse, evaluate, and report on research findings and provide recommendations to stakeholdersProvide domain-specific insights to inform strategic priorities while removing impediments and identifying risksManage and oversee the NPS (Net Promoter Score) programme to track customer satisfaction and loyaltyCollaboration & CommunicationCollaborate with cross-functional teams to embed data driven decision making.Communicate design concepts, research findings, and strategic recommendations clearly to diverse audiences, soliciting feedback independentlyPartner with business teams to embed data-driven and experience-driven decision-making in strategic initiativesCoordinate support with US-based teams on key projects where appropriatePerform other duties as assigned. What Will Our Ideal Candidate Have?User Experience Design, Service Design and Data AnalysisMarket, product and proposition analysis to inform strategy and projects.Working knowledge across multiple design disciplines with demonstrated proficiency in at least two of the following:Design research and user testingInformation architectureInteraction designVisual designContent design and strategyJourney mapping and service designPrototypingData analysis and visualizationDesign systemsStrong proficiency with data visualisation and analytics toolsDesigning and running primary researchExperience with AI-enabled research and insights toolsBusiness analysis skills and ability to understand sales processes and commercial impactExcellent presentation, communication, and facilitation skillsStrong collaboration and stakeholder management capabilitiesExperience managing research budgets and external agenciesWhat is a Must Have?Relevant work experience in user experience design, research, insights, or customer strategyDemonstrated experience in customer research, data analysis, journey mapping, and/or user experience designWhat Is in It for You?Private Medical Insurance: On commencement of employment, you are eligible for single cover provided by Travelers, with the option to add cover for your dependents, at your expense through payroll deduction.Retirement: Travelers will make a core contribution of a percentage of salary to your Pension Plan. Additionally, if you decide to contribute to the plan, you will receive an increased company contribution.Holiday Entitlement: Start your career at Travelers with a minimum of 25 days holiday entitlement annually, plus the opportunity to purchase additional days to allow for up to a total of 35 holidays per year.Wellness Programme: The Travelers wellness programme is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health programme provides access to free professional counseling services and other resources that 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 programme that enables you to give back to the charity of your choice.Employment PracticesTravelers 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 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 .SummaryLocation: LON - London; SRY - RedhillType: Full time