Experience Design Lead: Bond and Specialty Insurance

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.

Technology

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$109,300.00 - $180,200.00

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Travelers' Experience Design (XD) team creates solutions to ensure best-in-class experiences for our customers, agents, employees, and partners. This Lead Experience Designer will provide design expertise and leadership within the Management Liability Value Stream, contributing to experience vision and strategy while collaborating with product, engineering, data, and business stakeholders to deliver unified, inclusive, and valuable experiences for customers, agents, policyholders, and employees. You'll work across a mix of established platforms and newer, AI-powered tools and capabilities — helping both to modernize legacy systems with AI-driven enhancements and to shape net-new, AI-native experiences from the ground up. This work spans underwriting, broker, and policyholder-facing experiences, sometimes within the real constraints of existing systems, competing priorities, and multiple initiatives running in parallel. With guidance and strategic direction from Experience Design (XD) leadership, you will turn insights into actionable observations, define and implement service and product solutions across one or more channels, and develop your skills. Applicants must be authorized to work for ANY employer in the US.The company does not sponsor/support H-1B petitions, TN, or Forms I-983/STEM OPT, this this role.

What Will You Do?

• As the practice matures, XD is deliberately moving earlier into the process — from validating decisions after they're made to shaping strategy and priorities from the start. You'll be expected to help drive that shift.

• Provide design expertise across initiatives, supporting product and journey vision and strategy, and contributing to organizational decision-making — earlier in the process, not just after direction is already set.
• Lead the research and design of solutions for products and services by defining, creating, and improving models, concepts, and design elements (e.g., experience goals, journey maps, information architecture, scenarios, personas, interactions, content, visuals, etc.) guided by established design objectives, principles, and standards.
• Plan and execute mixed-method user research and usability testing; lead synthesis and insights generation; analyze and communicate results and recommendations to stakeholders — and advocate for those findings to inform decisions before they're locked in.
• Guide collaborative activities with end users, business, and technology partners, and outside partners, integrating a human-centered focus informed by research-based insights and design exploration.
• Communicate design direction and rationale clearly; solicit and synthesize feedback; support prioritization across a fragmented, multi-stakeholder environment.
• Apply accessibility standards including WCAG and Travelers Digital Accessibility Policy, integrating inclusive design principles and demonstrating familiarity with accessibility testing tools such as Axe and screen readers.
• Apply the Travelers Design System and Agile methodology, demonstrating design phases using the Human-Centered Design Double Diamond approach.
• Leverage experience strategy and design to enhance business outcomes; identify missed opportunities and areas where experiences no longer align with goals, particularly where legacy constraints limit what's currently possible.
• Contribute to the adoption of improved tools, methods, and processes within the XD practice.
• Ensure all design work is aligned with brand guidelines and standards, maintaining a high bar for quality and consistency across projects.
• Manage multiple concurrent projects across different platforms and initiatives, prioritizing tasks to meet deadlines in a fast-changing environment.
• Stay current on industry trends and best practices in experience design, particularly in AI-powered product design, and apply them to advance the practice.
• Participate in and contribute to Experience Design Community events, sharing knowledge across value streams and the broader enterprise.
• Continuously learn, adopting emerging tools, methods, and processes; embody a growth mindset and actively seek personal development.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• Five years of related experience.
• Solid experience in UX/experience design, including research, strategy, and end-to-end delivery
• Demonstrated ability to collaborate effectively with cross-functional partners across legacy and modern systems
• Strong design thinking and ability to work across complex, multi-channel, multi-platform environments
• Comfort operating with ambiguity and shifting priorities, and advocating for research-driven decisions within an evolving organization
• Interest and experience in designing AI-powered or AI-augmented product experiences
• Strong communication and stakeholder presentation skills
• Knowledge of AI-enabled product design.

Knowledge of most of the following, with proficiency in application of three or more:

• Design research
• Information architecture
• Interaction design
• Visual design
• Service design
• Presentation and communication
• Collaboration and facilitation skills
• Prototyping
• Accessibility
• WCAG 2.1
• Figma Make
• Claude Design
• Facilitation of workshops
• Usability testing
• Design Systems
• Data analysis

What is a Must Have?

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