Manager and Senior Data Scientist, Product Owner Customer Experience GenAI

📋 Description

• • Lead the strategic vision and execution of Travelers’ next-generation Customer Experience GenAI platform, translating complex business needs into a prioritized, value-driven product roadmap that directly improves how 33,000+ employees and millions of policyholders interact with the company.
• • Own the full product lifecycle—from discovery through deployment—by writing crisp, testable user stories and acceptance criteria, managing backlog trade-offs, and ensuring every sprint delivers measurable CX improvements such as faster claims triage, hyper-personalized policy recommendations, and empathetic conversational support.
• • Architect and refine advanced GenAI solutions that combine prompt engineering, retrieval-augmented generation (RAG), fine-tuning, and tool-use patterns to extract insights from unstructured text, imagery, and voice data, while rigorously mitigating hallucinations and ensuring transparent attribution.
• • Serve as the primary liaison between Data Scientists, Data Engineers, MLOps specialists, Software Engineers, UX designers, and Claims, Underwriting, and Customer Service SMEs—translating technical constraints into business language and vice-versa to keep delivery aligned with Travelers’ 160-year promise of trust and care.
• • Quantify and communicate business impact through storytelling with data: craft executive dashboards, ROI models, and compelling narratives that show how GenAI reduces call-handle time, increases Net Promoter Score, and drives profitable growth, tailoring depth and format to C-suite, regulators, and frontline agents alike.
• • Champion responsible AI governance by embedding fairness, transparency, and privacy controls into model design, partnering with Legal, Compliance, and Risk to exceed industry standards and safeguard customer data.
• • Mentor junior data scientists and analysts via code reviews, brown-bag sessions, and structured onboarding, while actively recruiting top-tier talent to expand Travelers’ AI community of practice.
• • Drive continuous improvement by monitoring model drift, customer feedback, and emerging research—pivoting the roadmap quickly when new techniques (e.g., multi-modal LLMs, agentic workflows) offer step-change value.
• • Collaborate with enterprise architecture teams to ensure GenAI services are scalable, secure, and interoperable with legacy mainframe systems, cloud microservices, and real-time event streams.
• • Present findings at internal symposia and external industry conferences, elevating Travelers’ reputation as an innovator in insurance AI and attracting partnerships with academia and insurtech startups.
• • Contribute to the broader data science community by publishing white papers, open-source tooling, and patent disclosures that advance the field while protecting Travelers’ competitive edge.
• • Balance short-term wins (e.g., 90-day chatbot pilots) with long-term bets (e.g., foundation-model fine-tuning) to create a sustainable portfolio that delights customers today and future-proofs tomorrow.
• • Leverage agile ceremonies—sprint planning, backlog grooming, demos, and retros—to maintain transparency, velocity, and a culture of psychological safety across distributed teams in Hartford, Toronto, and remote locations.
• • Perform ad-hoc strategic analyses for senior leadership, such as scenario modeling for generative AI regulation or M&A due diligence on emerging AI vendors, ensuring Travelers stays ahead of market shifts.