At a Glance
- Tasks: Drive customer insights and enhance experiences through data analysis and strategic recommendations.
- Company: Join a leading property casualty insurer with a culture of innovation and collaboration.
- Benefits: Competitive salary, health benefits, and opportunities for professional growth.
- Other info: Dynamic role with opportunities to collaborate across teams and influence key decisions.
- Why this job: Make a real impact by shaping customer experiences and driving business growth.
- Qualifications: Experience in user experience design, data analysis, and market strategy.
The predicted salary is between 40500 - 49500 £ per year.
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 Category
- Marketing
- Target Openings
What 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 & Research
- Analyse quantitative (CRM, web analytics, sales data) and qualitative (surveys, interviews, user testing) data to understand customer behaviour, pain points, and needs
- Identify, 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 modelling
- Leverage carrier management agreements and internal data sources to inform strategic recommendations
- Manage external research agencies and budgets to deliver high-quality insight projects
- Support proposition managers in conducting primary research, reducing reliance on third-party agencies
- Blend 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 outcomes
- Build state of the nation pictures, including actionable competitor analysis, around key growth products and markets to help inform propositions and product strategy.
Experience Design & Mapping
- Research and design solutions by creating and improving journey maps, personas, interaction scenarios, and experience concepts
- Map end-to-end customer journeys to identify friction points and opportunities for improvement across all touchpoints
- Conduct user testing and usability research to evaluate design effectiveness and gather feedback for iteration
- Apply business analysis skills to understand sales processes and overlay commercial outcomes onto journey designs
- Develop design concepts, prototypes, and information architecture guided by established design objectives and principles
- Strategic Insights & Recommendations
- Translate complex data into actionable strategic recommendations for marketing, product, sales, and executive teams
- Define and track KPIs to measure the success of customer experience initiatives and business outcomes
- Analyse, evaluate, and report on research findings and provide recommendations to stakeholders
- Provide domain-specific insights to inform strategic priorities while removing impediments and identifying risks
- Manage and oversee the NPS (Net Promoter Score) programme to track customer satisfaction and loyalty
- Collaboration & Communication
- Collaborate with cross-functional teams to embed data driven decision making.
- Communicate design concepts, research findings, and strategic recommendations clearly to diverse audiences, soliciting feedback independently
- Partner with business teams to embed data-driven and experience-driven decision-making in strategic initiatives
- Coordinate support with US-based teams on key projects where appropriate
- Perform other duties as assigned.
What Will Our Ideal Candidate Have?
- User Experience Design, Service Design and Data Analysis
- Market, 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 testing
- Information architecture
- Interaction design
- Visual design
- Content design and strategy
- Journey mapping and serv
Manager, Insight and Customer Experience (CX) in London employer: Travelers Companies, Inc.
At Travelers, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to thrive. With a strong commitment to employee well-being, we offer comprehensive benefits including private medical insurance, generous holiday entitlement, and a wellness programme designed to support your personal and professional growth. Join us in our London office, where you can make a meaningful impact while enjoying the flexibility of a hybrid work arrangement.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Insight and Customer Experience (CX) in London
✨Show Your Creative Side
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We think you need these skills to ace Manager, Insight and Customer Experience (CX) in London
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit Travelers Companies, Inc.. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
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How to prepare for a job interview at Travelers Companies, Inc.
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✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
