Digital Experience Manager
Digital Experience Manager
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Job Description
Digital Experience Manager
Job No: 676688
Sydney - Inner Suburbs & CBD Brisbane - Inner Suburbs & CBD Melbourne - Inner Suburbs & CBD Various
Permanent Full Time
Insurance
Pay Band 6
Digital Experience Manager
- Permanent Role
- Location Sydney Melbourne or Brisbane
About the role:
The Digital Experience Manager will lead a team of Digital Product Owners to design develop and deliver a program of work to drive growth and performance across multiple brand websites within the Suncorp Group through best practice digital experiences.
The objective of the role is to deliver globally recognised leading digital experiences across a selection of the brand websites which will wow customers with the simplicity with which they can find research and complete their tasks digitally. This includes pathways to quote navigating to self-service functions paying renewals making claims researching products leaving reviews getting support etc.
The roles requires the establishment of a digital vision for the asset and devising and delivering a brand led digital strategy and roadmap for the websites. The role will also require full product ownership of the asset including project and initiative prioritisation & scheduling with delivery teams and content management teams. Finally working with our analytics team on performance that drives positive outcomes for our customers and business.
Over time we switch brands around to match delivery requirements. This role will initially be accountable for Suncorp Suncorp Group GIO Terri Scheer Apia CIL Essentials & product pages for our partners TAL NIB & Hollard.
Key Accountabilities:
- Relentless drive to improve the digital experience across the assigned website assets.
- 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.
- Establish a strong brand focus identifying unique brand differentiators which are applicable to the allocated brands.
- 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 businesss risk appetite and are fully compliant with compliance and legal standards including adherence to the Change Approval Manual.
- Full stakeholder management skills across all functions in Digital; UX Content Production Content management SEO Analytics Sales funnel Self-service.
- Create/promote/be involved in the digital leader cohort across Digital Customer sharing best practice knowledge and alignment with other Website manager.
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.
What we can offer you:
- Discounts and offers on a range of insurance products
- A range of flexible working and leave options including 20 weeks paid parental leave 4 weeks secondary carer parental leave and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
- Give back to our communities with payroll giving donation matching and paid volunteer leave.
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.
Employee benefits Suncorp Group
At Suncorp we believe we are our best when our workforce is as diverse talented and passionate as the communities in which we live and operate and where our people feel included valued and connected. We are passionate about inspiring our people by creating a diverse accessible and inclusive culture offering flexible work career development and internal mobility and building connected relationships amongst our team members and with our customers.
Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time
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