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Senior Director, Digital Customer Journey

Richmond, VA, USA | Markel

  • Industry:
    Insurance - General
  • Position Type:
  • Functions:
  • Experience:
    10-12 years
Job Description:
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The Markel Style is what makes us stand out from our competitors. It's our core value which should underpin how we do business, while influencing our behavior and performance. We are looking for people who have potential and share our passion to live the Markel Style, which is described in more detail below.

If you think you have these core attributes we want to hear from you.

Job Summary:

**Note:This position can be filled in any US location.**

The successful candidate will be a member of the Markel Digital Leadership team and lead the Markel Digital Customer Journey team to create a vision and strategy for delivering superior customer experiences for core and non-core digital assets. This includes leadership and strategic oversight over the development of, onboarding of new customers for access to our Application Development Interface (API) and developing and leading User Experience and Customer Journey experts. This Digital Customer Journey Leader will set strategic direction on how Markel develops customer journey experiences for digital asset – specific, product line-specific, and event-specific initiatives for underwriting, business development, and shared service teams. He/She will be responsible for developing standards and playbooks on how to apply design thinking to create unique and superior customer experiences. 

The Digital Customer Journey Leader will be responsible for working with the Digital Leadership Team to properly resource requests from our internal business partners and seek creative solutions to maximize digital assets, talent and customer experience. He/She will also assign and allocate resources and assets from the Digital Customer Journey team to develop and/or leverage digital assets to meet business leader objectives

Job Responsibilities:

Translate a vision that represents Markel as a Digital Leader into a cohort digital customer journey strategy taking into account all platforms and assets to support digital efforts

Lead program managers, API onboarding teams, usability analysts and user experience experts to drive superior customer experiences

Strategic oversight of the methodology and implementation of customer journeys, at an enterprise level, and responsible for deploying resources as needed to meet business objectives

Communicate strategy of customer centric design for digital product development to senior leadership and across the organization

Ensure proper documentation and creation of a library of customer journey maps that could potentially be leveraged in different parts of the organization

Strategic oversight of customer journey vendors, if applicable, in the development of various web platforms and digital properties

Work with the Digital Engagement leader to understand business objectives and strategic goals to provide guidance and recommendations on potential digital solutions

Work with the Digital Leadership team to collaborate and negotiate assignment of the digital organizations resources

Collaborate with other teams across the organization in developing various strategies based on customer experiences

Requirements for the job:

Bachelor’s degree required; Bachelor’s in Marketing, Communications, or Business preferred

10+ years plus in developing and deploying customer experience; certification in User Experience preferred

Experience leading and motivating a team

Strong team interpersonal skills with the ability to build relationships both internally and externally

Ability and proven track record in developing and executing a superior customer experiences to drive growth

Experience managing a budget

Ability to manage multiple projects simultaneously with effective time management

Knowledge of the insurance industry and distribution channels and insurance industry experience is a plus

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