Director, Experience Design
Hartford , Connecticut
October 23, 2017
Director, Experience Design

Do you have a passion for shaping human-centered journeys with measurable impact on the customer experience? Are you excited to use that passion to reimagine the insurance relationships and services of the future? This is the opportunity space your design process has been looking for - meaningful work at The Hartford - helping people and business prevail through the unexpected.


As the Director, Experience Design, you'll work collaboratively in cross-functional teams with researchers, strategists, Product Managers and others to inspire and inform our efforts to deliver measurable impact across our customer, partner and employee journeys. In this newly created enterprise role, you will leverage your passion for human-centered design, and Design Thinking toolkit to help teams understand and improve experiences in digital, services and emerging interaction channels. You will also contribute to the evolution of existing UX design and research capabilities, and champion collaborative workshop approaches to deliver inclusive, winning and memorable experiences.

As the Director, Experience Design you will:
• Identify, lead or contribute to generative and evaluative customer research (e.g. ethnography, surveys, user interviews, concept testing, co-design workshops, future-state journey mapping, etc.)
• Recommend and facilitate Design Thinking workshops and design sprints with stakeholders and customers - adapting methods based on audience/participants and objectives
• Lead and contribute to the creation of CX design artifacts (e.g. personas, journeys, service maps, sketches, prototypes, storyboards, etc.) to identify the needs, barriers, behaviors and motivations of our audiences and communicate across teams
• Collaborate with designers, UX writers, product managers and technologists to ensure vision, design principles and intentions as experiential design scales across the organization
• Recommend approaches and tools to help teams and the organization innovate, iterate and improve repeatable practices and shape a design-driven culture
• Evangelize design thinking thought leadership within your team and the broader organization
• Creatively solve complex business and customer challenges through process and service improvement, as well as the use of existing and emerging technology (e.g. AI, machine learning, AR, etc.)
• Expertly communicate and engage in dialogue with peers, partners and business leaders
• Mentor and develop talent within the team

• Minimum 6 years relevant leadership experience in product, process or experience field
• Service design experience working within the insurance industry or analogous business models whether client-side or as a consultant
• Deep experience in digital design with understanding of technical capabilities and limitations of complex systems
• Working knowledge of development processes and ROI measurement
• Fluency across multiple interaction channels - primarily digital (including mobile)
• Skill in design tools (e.g. Axure, Sketch, Invision, Balsamiq, UXPin, Adobe Creative Suite, etc.)
• Outstanding written and oral presentation skills
• Professional, positive attitude and entrepreneurial drive
• Strong bias for action and impact
• Bachelor's Degree required - in Human Factors, Human-Computer Interaction, Psychology, Behavioral Science or a related area appreciated

With more than 200 years of expertise, The Hartford (NYSE: HIG) is a leader in property and casualty insurance, group benefits and mutual funds. The company offers a full complement of business insurance coverages, auto and home insurance, employee benefits and a family of mutual funds to help its customers prepare for the unexpected, protect what is most important to them, and prevail in the event the unexpected happens. Headquartered in Hartford, Conn., the company has approximately 17,500 employees located throughout the country. The Hartford reported 2014 revenues of $18.6 billion. Throughout its history, the company has delivered on its promises to agents, brokers and customers, insuring some of the nation's most historic construction projects, such as the Golden Gate Bridge and the Hoover Dam. The Hartford has also paid claims related to some of America's largest disasters, including the Great Chicago Fire of 1871, the San Francisco Earthquake of 1906, the September 11 terrorist attacks, and more recently, Hurricane Katrina and Storm Sandy. The Hartford's biggest competitive advantage is its employees. We hire a broad range of talented teammates from diverse backgrounds and cultures. We look for teammates who share our vision to be an exceptional company celebrated for financial performance, character, and customer value. The Hartford is widely recognized for its service excellence, sustainability practices, and trust and integrity.
The company has been recognized by:
• Human Rights Campaign as a 2015 Best Place to work for LGBT Equality (2009-2015)
• Dow Jones Sustainability Index as a leader in corporate sustainability (2014)
• Carbon Disclosure Project on the 2014 Climate Leadership Index (2014)
• GI Jobs as a 2014 Military Friendly Employer (2010-2014)
• Military Times Edge as a 2015 "Best for Vets" Employer (2010-2015)
• Ethisphere Institute as a "World's Most Ethical Company" (2008-2012, 2014, 2015)
• U.S. EPA with the annual Climate Leadership Award (2014-2015)

Visit our website to learn more about The Hartford's recognition. More information about the company and its product offerings is available at Join us on Facebook at Follow us on Twitter at The Hartford is an equal employment and affirmative action employer. All qualified applicants will receive consideration without regard to race, color, sex, religion, age, national origin, disability, veteran status, sexual orientation, gender identity or expression, marital status, ancestry or citizenship status, genetic information, pregnancy status or any other characteristic protected by law. The Hartford maintains a drug-free workplace and is committed to building inclusion and leveraging diversity. ** NO AGENCIES PLEASE **

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