Manager, Insight and Customer Experience (CX)
Travelers · LON 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 Category
Target Openings
What Is the Opportunity?
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 service design
- Prototyping
- Data analysis and visualization
- Design systems
- Strong proficiency with data visualisation and analytics tools
- Designing and running primary research
- Experience with AI-enabled research and insights tools
- Business analysis skills and ability to understand sales processes and commercial impact
- Excellent presentation, communication, and facilitation skills
- Strong collaboration and stakeholder management capabilities
- Experience managing research budgets and external agencies
What is a Must Have?
- Relevant work experience in user experience design, research, insights, or customer strategy
- Demonstrated experience in customer research, data analysis, journey mapping, and/or user experience design
What 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 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.
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/.