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Travelers
,
London, Greater London
Service Designer
Overview
Job Description
Company Information Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference. Job Category Marketing Target Openings 2 Job Description Summary In this role you will: Contribute to the development of a comprehensive customer experience strategy including the development of objectives and measurement processes; Partner with the business to drive customer experience results within scope of accountabilities; Provide wider team and the business with insights on broker and customer behaviour; Contribute to the mapping of broker and customer journeys. Primary Job Duties & Responsibilities The Travelers Europe Marketing team is at the heart of our business, partnering with them to understand our brokers and customers, develop our brand and value propositons, and manage our digital estate. Insurance is a series of interwoven services, and we are looking to improve those by establishing a Service Design function within our Propositions team. We are looking for Service Designers to contribute to the development of a comprehensive broker, customer and internal experiences, including measuring the impact of processes. You will partner with the business to drive the service experience and provide compelling insights on broker and customer behaviour. You will be instrumental in contributing to the mapping of broker and customer experiences, testing new solutions and implementing improvements. We aim to offer an inclusive and flexible approach to how and when you work, as well as good work-life benefits. We are happy to discuss all types of flexible working with you, when you join us for your interview. Responsibilities Be Committed, Be Connected, Be Creative and Be Energised - these are the values we are passionate about. Understanding and embracing our values will shape your success and contribute to making this a great place to work. The following key activities form a core part of your role; + Accountable for driving development and implementation of strategy for a sub-component of customer experience, within assigned business or customer group. + Identifying customer interaction areas. + Identifying relevant methodologies for gathering insights. + Gathering and analysing customer feedback. + Developing insights and recommendations based on feedback. + Identify potential solutions for service and experience improvement. + Partnering with Propositions, Marketing and the wider business to implement changes based on feedback. . + Map customer and broker journeys across the business + Support Propositions in the development and implementation of MVPs and prototypes. + Perform other duties as assigned. To be successful you will need to consistently deliver a great experience at every touch point; connect with the right partners internally to find creative solutions to problems; be a role model and behave in a way that actively supports an inclusive work environment; and consistently deliver on your commitments. Experience + You will have experience in a similar role, in particular; user and/or market research, customer-focused field, with demonstrated business impact. + Managing multiple priorities. + Knowledge of Insurance and/or Financial Service industry would be useful but not compulsory. + Mapping customer journeys, service blueprints and associated business processes. + Transforming customer experiences using insight. + Analytic skills to analyse wide variety of data and draw conclusions. + Strong interpersonal skills and ability to collaborate with others. + A knowledge of Agile methodology (including SAFE) would be useful. Minimum Qualifications + Previous experience working in a customer experience role. Education, Work Experience, & Knowledge + University degree in related field, or equivalent experience. Job Specific Technical Skills & Competencies + Experience in user and/or market research. + Experience in customer-focused field, with demonstrated business impact. + Experience managing multiple priorities. + Knowledge of Insurance and/or Financial Service industry would be useful but is not necessary. + Experience of mapping customer journeys and associated business processes. + Experience of transforming customer experiences using insight. + Demonstrated analytic skills to analyze wide variety of data and draw conclusions. + Demonstrated understanding and use of technology. + Strong interpersonal skills. + Demonstrated ability to collaborate with others. + Knowledge of Agile methodology would be useful. Environmental / Work Schedules / Other + Operates standard office equipment - Continuously + Sitting (Can stand at will) - Frequently + Use of Keyboards, Sporadic 10-Key - Frequently + Travel - Occasionally Equal Employment Opportunity S