Commercial And Personal Injury Digital Experience Manager

Commercial andPersonal Injury Digital Experience Manager

• Permanent Role
• Location Sydney, Melbourne, or Brisbane

About the role:
The Commercial andPersonal Injury Digital Experience Manager will lead a team of Digital Product Owners to design and develop a program of work to drive growth and performance across the CI and PI digital assets through best practice Digital Experiences.
This responsibility will include content management and optimisation, Digital Experience design and execution, including enterprise-scale Conversion Rate Optimisation activities across the CI and PI sales funnels and websites aimed at increasing funnel health, customer and business outcomes. Additionally, this role will be responsible for identifying and delivering strategic digital initiatives associated with the respective portfolios; looking for ways to accelerate the growth of digital adoption across commercial & Personal Injury portfolios.
The Commercial andPersonal Injury Digital Experience Manager is directly accountable for the Digital Experience performance across the following assets:

• AAMI and GIO Commercial Insurance Website and Sales Funnels
• Vero Website
• Personal Injury Insurance Website & Sales Funnel

More specifically, you will:

• Relentless drive to improve the Digital Experience across Commercial Insurance (CI) and Personal Injury (PI) digital assets.
• Supporting portfolio and product teams to achieve digital sales objectives through an active conversation rate optimisation program, prioritising improvements that maximise customer and business value (within allocated budgets).
• Developing and sustaining strong working relationships CI and PI portfolio and product teams, acting as the key contact within Digital Customer.
• Lead a team of Product owners ensuring their work clearly connects with strategy and driving a culture of continuous improvement.
• Lead the team in overcoming any hurdles distracting from the set priorities, including pro-active leadership to put out fires at the first sign of smoke.
• Monitor and analyse business analytics and customer feedback to improve the digital customer experience across assets.
• Manage optimisation budget to ensure the balance of funding meets targets. This includes third party suppliers, Technology & Operations (T&O) and project funding.
• Ensure that the team operate within the business's risk appetite and are fully compliant with compliance and legal standards, including adherence to the Change Approval Manual.
• Ensure outages and issues in production are addressed as a matter of priority and ensure clear communication to impacted stakeholders.
• Ensure stakeholders are aware of current capabilities and limitations within CI and PI digital portfolio.

Key Stakeholder Relationships:

• Partner with CI and PI portfolio representatives to understand business strategy and deliver digital optimisations to achieve this strategy.
• Partners with T&O to lead the execution of digital initiatives and optimisation improvements.
• Partners with Website Managers to ensure consistent brand experiences across CI, PI and Consumer websites pages along with identifying opportunities for improved efficiencies in delivery.
• Partners with stakeholders across broader business for insights and delivery. These include but are not limited to Digital Experience COE, Digital Service, Customer Service, Brand and Customer Exp, Portfolio Transformation teams
• Maintains a strong working relationship to ensure that all product, pricing, legal, risk and compliance needs are met.

About You:

• Degree and/or Post-graduate qualifications in business, E-commerce, Information Systems, Marketing or related discipline (Desired).
• Minimum 5 years' experience leading digital strategies, driving best practice Digital Experiences and digital sales conversions.
• Minimum 5 years' experience identifying trends and opportunities through data and research (including Adobe Analytics, Enterprise Call Analytics, etc).
• Experience in the financial services environment in Australia and an understanding of global financial services trends and customer behaviour.
• Leadership Experience - experience in leading people directly and cross functional delivery teams.

Key Capabilities:

• Analysis & Strategic Thinking - strong understanding of digital performance and various options to source data and research. Ability to synthesize and draw out insights to inform initiatives.
• Creativity - outstanding ideation and problem-solving skills, as well as a strong understanding of the steps it will take to achieve a particular goal.
• Digital Best Practice - strong understanding of digital best practice, digital adoption, innovation and conversion tactics. Strong understanding of existing working systems (e.g. website, personalisation).
• Leadership - mastery of leadership, change management skills, consultation, influencing and negotiation capability. Proven ability to partner, coordinate and leverage stakeholder relationships at all levels. Along with strong business planning processes and operations management.
• Communication - outstanding written and verbal skills to communicate insights, vision, etc. The ability to communicate in all directions and effectively manage change.
• Risk - strong understanding of the regulatory environment in which the business operates, including regulatory requirements and Risk Appetite. Ability to work with and challenge product, pricing, legal and risk requirements to result in better customer outcomes.
• Business Acumen - Deep understanding of the insurance / financial services industry, business needs and customer behaviour to accelerate digital adoption performance.
• Customer Obsession - exemplary customer focus, strategic mindset and 'outside in' thinking.
• Continuous learning - ability to quickly close knowledge gaps, always maintaining strong willingness to continue to learn new ideas, concepts, skills