Travelers seeks to deeply understand and evolve the experiences delivered to key stakeholders, including customers, agents/brokers, claimants, and employees. The Senior Experience Research Analyst will support customer and agent experience improvement and optimization by summarizing and synthesizing information to generate relevant business insights, enabling informed decision-making and prioritization of investments to enhance experiences.
Requirements
- 4 or more years of experience in Market Research, UX Research, Human Centric Design, Service Design, Anthropology, or related experience.
- Strong knowledge of Microsoft Office products
- Developing knowledge of, and experience conducting, customer experience and/or user experience , and/or design research, including: Research techniques (e.g., survey, focus groups, interviews, ethnographic research, diary studies, A/B testing, card sorting, Net Promoter Score (NPS), social media monitoring).
- Research design.
- Survey, structured and semi-structured discussion guide, and moderator’s guide development.
- Analysis and interpretation of research data.
- Data visualization and insights reporting.
Responsibilities
- Support customer, employee, and agent experience research from initial scoping to final report generation and presentation on assigned topics.
- Conduct preliminary analysis and synthesis of qualitative and quantitative data to inform deliverables.
- Generate preliminary observations based upon analysis to inform deliverables and answer strategic questions.
- Contribute to the development of presentations, reports, dashboards, etc.
- Leverage multiple data sources, including internal data in analysis and insight development, and identify potential syndicated or third-party data sources.
- Contribute to the gathering of user experience data, evaluating the usability of solutions, and determining the effectiveness of concepts.
- Analyze, evaluate, describe, and report results and recommendations to design and product stakeholders, with increased autonomy.
Other
- Bachelor's degree in business, marketing, mathematics, statistics, psychology, anthropology, or comparable analytical degree.
- Self-motivated.
- Strong communication skills (including an ability to explain and show work done on).
- Ability to collaborate effectively within the team.
- Able to work both independently and in a team environment.
