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Digital Experience Manager
2 weeks ago
**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 business’s 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
