Experience Design Lead, Self Service PI Design Team

at Travelers in Augusta, Maine, United States

Job Description

Company Summary

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 160 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

Customer Experience, Technology

Target Openings


Job Description Summary

Are you driven by crafting delightful experiences and advocating for the user? Are you a strategic thinker who cares deeply about the details? Do you love to collaborate cross-functionally, innovate and experiment to learn as you go? If this sounds like you, keep reading to learn about a great opportunity on our Personal Insurance Design Team.

In this role, you will be part of a team of experienced designers and researchers working with product managers, business architects and business and IT leaders to understand business goals, generate user insights and translate business and user needs into highly engaging experiences that will transform customer-focused service expectations.

A UX Lead leads their teams on key projects through discovery, design, and development, and producing holistic solutions that optimize the experience across various mediums and channels (internal and external facing platforms, software, voice, etc.). As part of a small but growing team of 9 User Experience (UX) professionals the UX Lead will work to review work in-flight, lead research and design sessions, and partner with cross-functional teams to ensure that the work being produced is of high-quality and meets our experience and business goals. This resource will continuously work to gain fresh insights and leverage them to drive design direction or improve existing designs. They persistently look for new design practices, customer and user trends, and marketing and brand insights to deliver optimized experiences.

More specifics on the focus of the role will shared in the interview process.

This position may be based 100% remotely or in one of our offices.

Primary Job Duties & Responsibilities

+ Contributes to strategy and business architecture in collaboration with other functional area leaders.

+ Serves as the key point of accountability for UX efforts at the portfolio level, covering multiple programs and projects. Advocates for user-centered design approaches and priorities.

+ Helps to recruit and grow a team of outstanding UX professionals by providing vision, coaching, and mentorship.

+ Helps to create a dynamic team environment by fostering collaboration, experimentation, agility, and vigorous inquiry, while maintaining high expectations and attention to detail.

+ Helps to create and evolve design systems and best practices that account for user needs and context, while reinforcing brand values and standards. May collaborate across the enterprise to establish and promote these standards.

+ Ensures adherence to UX guidelines within a portfolio of programs and projects.

+ Participates in the development of processes for UX resource engagement with project teams during ideation, prioritization, development, and quality assurance phases.

+ Ensures research, visual design, information architecture, and interaction design roles are adequately resourced.

+ Plans and may conduct user research, usability testing efforts, and competitive research and analysis. Reports research findings to stakeholders. Translates these findings into design solutions.

+ Oversees delivery of, and typically creates, artifacts that include personas, journey maps, user workflows, information architecture, wireframes, and interactive prototypes, within project timelines and budgets.

+ Typically manages vendor relationships for outsourced UX activities.

+ Staff management functions include, but are not limited to, coaching, training, planning and performance management in a supportive, team oriented, collaborative manner.

+ Perform other duties as assigned.

Minimum Qualifications

+ Bachelor’s degree in graphic design, psychology, human factors, social sciences or related field or 5 years of User Experience work experience required.

Education, Work Experience, & Knowledge

+ Typical incumbent experience level 5+ years

Job Specific Technical Skills & Competencies

+ Strong communication, organization, time management and interpersonal skills.

+ Familiarity or basic understating of web-based technologies.

+ Experience with wireframing / prototyping software.

+ Experience in conducting end user research and interviews.

Environmental / Work Schedules / Other

+ Travel Requirements: Travel Occasionally

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.

Copy Link

Job Posting: JC190888468

Posted On: Aug 26, 2021

Updated On: Oct 10, 2021