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Experience Design Research Lead

Website Travelers Travelers

Travelers’ Claim Experience Design (XD) team creates solutions to ensure best-in-class experiences for our customers, agents, employees, and partners. In this role, you will be leading both in-person and remote primary research studies – collecting qualitative and quantitative feedback for analysis and action. Your research will contribute to uncovering new opportunities, rapid new concept prototyping, usability testing, and experimenting with real-world offerings.

With guidance and strategic direction from Experience Design (XD) leadership, you will collaborate with designers, fellow researchers, product and journey management, engineering, data and analytics, business stakeholders, and others. You contribute to setting experience vision and strategy, turn insights into actionable observations, and define, test, and implement service and product solutions in one or more channels. Fueled by your team’s research insights, you will tell powerful stories that help build empathy and inspire the next iteration of efficient, seamless, and engaging claim experiences.




  • Lead research studies involving supporting UX researchers and designers – creating, and improving systems, heuristics, models, and concepts (e.g., mental models, journey maps, service blueprints, information architecture, scenarios, personas, interaction maps) guided by established research and design objectives, heuristics, principles, and standards.
  • Create and deliver compelling research reports, insights, recommendations, personas, journey-maps and service. Solicit feedback, inform and maintain a research repository of atomic insights laddering up to themes, heuristics, and enterprise level stories.
  • Identify, plan, execute, analyze, and report out generative, formative, and summative UX research to gather user experience and contextual data, evaluate the usability of solutions, benchmark existing systems; determine the effectiveness of concepts, and reports results and recommendations to stakeholders
  • Perform rigorous analysis with large sets of qualitative and quantitative data. Utilize knowledge of various qualitative coding methods including content analysis, thematic analysis, grounded theory,
  • Provide domain-specific insights and input in close coordination and partnership with designers and the design team, while aligning and sequencing work appropriately, removing impediments, identifying risks, and helping others understand scope and objectives.
  • Collaborate and communicate with various stakeholders (i.e., end users, other business and technology functions, and outside partners), integrating and advancing a human-centered focus that informs work through research-based insights and design exploration processes.
  • Help to identify new and improved tools, methods, and processes.
  • Guide and mentor less experienced XD staff, contribute to and help lead team and practice development, and grow your own skills while advancing the XD and research functions.
  • If managing others, set performance goals, provide ongoing feedback, and conduct standard performance reviews.
  • Perform other duties as assigned.


Qualifications & Experience

  • Experience in a related field, such as HCI, VCD, Service Design, Anthropology, etc.
  • Five years of related experience.
  • Working knowledge of most areas, along with proficiency in two or more areas:
    • Design research
    • Information architecture
    • Interaction design
    • Visual design
    • Content design (strategy, writing, editing for interaction)
    • Information design
    • Service design
    • Prototyping
    • Presentation and communication
    • Collaboration and facilitation
    • Design strategy
    • Usability testing
    • Data analysis
    • Design systems



Basic Requirements

  • Bachelor’s degree or its equivalent in work experience.
  • Four years of related experience.


To apply for this job please visit careers.travelers.com.

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