Digital Customer Experience Manager

Digital Customer Experience / UX Manger - AIG Travel Rapid Learning Lab

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

About the role

The AIG Travel Rapid Lab team works with our global travel partners, directly within their purchase experience and within our own direct to consumer channels, to serve optimized travel insurance experiences. We do this by delivering personalized trip insurance offers using sophisticated data modelling expertise and patented in-house technology.

Your role facilitates user experience design for one or more of our travel partner integrations as well as our own Direct to consumer channels in various markets. This will span the entire customer experience, marketing, and sales funnel, from website content and media channel optimization to messaging and creative effectiveness, through to customer experience improvement within client fulfillment.

Collaborating with cross-functional teams, you will be very comfortable functioning on your own to define standards and process for requirement gathering, research & ideation, design & deliverables format, review & feedback cadence etc. You will advocate for UX and UI best practice and be ready to educate project team members on design decisions made along the way.

Prior experience in tools such as java, CSS, HTML and one or more content management system, to help you and others put your designs into action, will be a distinct advantage.

What you need to know

Key accountabilities will include but not limited to:

- Lead the narrative and development of the digital User Experience for one or more of our partners integrations.
- Create artifacts that include personas, journey maps, user workflows, information architecture, wireframes, design composites, graphics, banners, and interactive prototypes in line with AIG and partners UX and branding guidelines, within project timelines and budgets
- Lead engagement with travel partner UI and UX teams to align AIG travel insurance offerings with travel partners UX and branding guidelines that are compliant with WCAG guidelines and other partner/country specific requirements.
- Participate in ideation and execution of testing methodologies in conjunction with AIG Travel's Rapid Learning Lab.
- Participate in scrum-based development sprints as SME UX activities creating wireframes and design composites as required to facilitate development efforts.
- SME on AIG's partner integration technology features and functionality solutions to facilitate best design decisions internally and with partners
- Present competitive research analysis, design process + artifacts, final design solutions and recommendations to senior members of the organization.
- Partner with the Rapid learning lab team to ideate, wire, create mock-ups etc and subsequently facilitate discussion with partners to communicate concepts with technical and non-technical teams and assist implementation of same for all partner integration opportunities.

What we're looking for:

- 2+ years UX experience working with development teams to create annotated wireframes and composites.
- Significant knowledge of the fundamentals: graphic design, user experience design, user-centred design
- Proficiency in a variety of design and prototyping tools (Adobe XD, Sketch, Adobe Photoshop, Principle and InVision)
- Prior working knowledge of transactional digital experiences. Travel or Financial services an advantage.
- Experienced creating responsive website design and understand the overarching design principles on mobile / tablet devices
- Demonstrated proficiency in WCAG 2.0
- Strong communication skills and ability to stay highly organized are critical
- Self-starter who is user-focused, detail and solutions oriented

Desirables
- Hands-on experience with website content management systems (e.g., Adobe Experience Manager, Sitecore or SDL Tridion)
- Prior experience of Multi variant testing tools and practices. (e.g., Adobe Target)
- Knowledge of java, HTML and CSS a huge plus.

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We're proud to offer a range of employee benefits and resources that help you protect what matters most - your health care, savings, financial protection and wellbeing. We provide a variety of leaves for personal, health, family and military needs. For example, our "Giving Back" program allows you to take up to 24 hours a year to volunteer in your community. Our global mental health and wellness days off provide all colleagues with a paid day off to focus on their mental health and wellbeing.

We also believe in f