Travelers CX Specialist - 12 month contract in London, United Kingdom
CX Specialist - 12 month contract
Primary Job Duties & Responsibilities:
Apply customer and user experience techniques to improve the customer journey for our customers and brokers.
Be the “product owner” for IT change from a Marketing/business perspective.
Implement a test and learn framework that can be used across the business, develop the methodology and ensure it is understood and bought into by the business.
Have an ability to work in an agile/fast paced environment, where change is a constant.
Identify where key opportunities lay within the customer journey, be able to present the opportunities back in a clear and concise way, execute the tests and measure the impact.
Apply methods to improve conversion through technology and process opportunities (A/B testing, segmentation, content targeting, etc.).
Working closely with in-house teams, external partners and agencies.
Become familiar with functions performed by other marketing disciplines and look for opportunities to interact with each other.
Successfully work in a global organisation, demonstrate good stakeholder management skills, in a matrix management environment.
Assist in developing digital research and intelligence programs to drive insights.
Assist in developing components of digital marketing training to build capabilities across businesses and the enterprise.
Perform other duties as assigned.
Job Opening ID:
Equal Employment Opportunity Statement:
Travelers is an equal opportunity employer.
Accountable for implementing our customer experience strategy, through direct and intermediated channels, both digitally and through other customer touch-points.
The role will focus on the improving, implementing and optimising specific channels, which include direct e-commerce journeys, websites, landing pages, mobile apps, B2B Portals and other B2B journeys for customers and brokers – with the added benefit of supporting the digital enablement of other departments across the organisation.
This is a new role and demonstrates our commitment to understanding our customers within Travelers.
Education, Work Experience & Knowledge:
· Provide examples of customer experience projects and how they have led to an outcome
· Working knowledge of agile project management
· Working in a matrix management environment
· Some digital marketing experience required
· Working knowledge of how to research and target wants/needs of various audiences
UX and working knowledge in prototyping tools
Experience in working in both on-line and off-line marketing
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.
London - Greater London - United Kingdom