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Travelers Director, National Accounts Business Program Delivery in Boston, Massachusetts

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


Target Openings


Job Description Summary

In partnership with the National Accounts Strategic Business Owner, responsible for supporting, planning, and executing strategies and tactics associated with National Accounts Salesforce users. This position will mainly oversee the Salesforce program implementation acting as a voice of the end-user to guide day-to-day work of a cross-functional team. Responsibilities of role includes but not limited to refining business requirements with sign-off, user engagement and adoption, future enhancements to align with business strategy, as well as inclusion of neighboring initiatives with Salesforce Service partners and other Business Units. Must be able to bring together business strategic road-map, program vision, and solve cross business unit dependencies.

Primary Job Duties & Responsibilities

Program Refinement

  • Owns business refinement of enhancement capabilities while engaging with business unit end users to align needs. Elevates conflicting priorities and requests for customization to Program Leadership or NA Salesforce Governance Committee as needed.

  • Responsible for capability and user story sign-off, including co-signor of foundational (Enterprise) capabilities. Possesses authority and be available to sign-off on application releases.

  • Supports User Acceptance Testing (UAT) with responsibilities of reviewing test cases, obtaining testers and signing off on UAT on behalf of NA.

User Engagement

  • Plans and leads focus group sessions to collect user feedback on experience with platform to uncover training needs, discuss enhancements and known defects. Owns and updates best practice guidelines to enhance user experience and adoption.

  • Owns user feedback workflow and works closely with Business Representatives to analyze changes and enhancement needs, new features and defects.

  • Delivers feedback communication to keep field and home office partners updated on key trends.

Production Support

  • NA representative on production support activities owning the prioritization of defects and vetting of new enhancements in production.

  • Responsible for keeping users apprised of ongoing defects, planned fixes and upcoming enhancements.

Program Implementation

  • As a key member of the Adoption team, informs and participates in business readiness; understands the impact of change, translates the approach to manage adoption and mitigate resistance

  • In coordination with the BI Training team, modify or create new material and assist in delivery of training to user groups.

  • Understands non-Salesforce program initiatives, impact to the program, and align future road-map to encompass additional integrations with neighboring team output

Program Leadership

  • Interim Business Owner in program delivery and leadership meetings as needed. Able to provide NA leadership updates on program ad hoc.

Minimum Qualifications

  • Minimum of 5 years of work experience in an underwriting, sales/marketing strategies, or related function required.

Education, Work Experience, & Knowledge

  • Bachelor’s degree preferred.

  • Experience with Salesforce preferred.

  • Project management experience preferred.

  • Understanding of National Accounts processes and systems preferred.

  • Strong understanding of insurance industry and market dynamics.

Job Specific Technical Skills & Competencies

  • Ability to work independently with limited supervision.

  • Influences without authority.

  • Strong communication skills; verbal, written and platform skills to all levels of the organization.

  • Demonstrates time-management and multi-tasking abilities; can manage cross-functional objectives and priorities.

  • Strong analytical and problem solving skills.

  • Project management skills.

  • Strong peer collaborator.

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 have 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.