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Digital Client Experience Director

COUNTRY Financial

This is a Full-time position in Bloomington, IL posted March 1, 2021.

COUNTRY Financial is seeking a Digital Client Experience Director to execute COUNTRY’s omni-channel strategy, with focus on accelerating growth, by expanding owned digital capabilities (quote, buy, cross-sell and self-service) as well as improve cross-channel coordination and increase the success of our Sales & Marketing Call Centers throughout our client’s life cycle. This Director will lead the strategic thinking, user experience, implementation, and change management required to sustain a positive, omni-channel experience throughout the client journey and provide a cohesive lead management to purchase process within our sales and marketing tools

  • Sets direction to deliver effective and integrated cross-channel sales and service experience in accordance with COUNTRY’s strategy and brand framework to actively engage prospects and core clients, providing a personalized, seamless experience to increase sales, client satisfaction and to meet or exceed COUNTRY’s business objectives.
  • Oversee client centered continuous improvement strategy to include:  Monitor the client digital experience by defining and tracking success metrics; Oversee industry trend research, monitor key competitor activities, and identify top enterprise best practices outside of our industry; perform iterative usability testing and interface design; Lead a cross functional governance workstream to evaluate, prioritize, execute and measure new omni-channel digital capabilities; and continuously improve internal sales and marketing tools 
  • Facilitates the research and selection of tools or contractors, negotiates contracts or works with ITS vendor services as needed, and recommends major purchases to upper management
  • Directs all phases of cross-organizational, IT and/or vendor teams from program direction, scope and analysis to concepts, user-experience, and development to key performance indicators
  • Directs and controls activities of a broad functional area through several department managers (User Experience, Program Management, Sales Contact Center and Marketing Contact Center). Has final decision-making authority on administrative and operational matters and ensures achievement of objectives. Accountable for division budget and policy recommendations, performance, and results.
  • Adapts and executes functional or departmental business plans and contributes to the development of functional or business unit strategy. Reviews program increment planning for Agile Release Train. Responsible for medium to long-term planning, and ensuring plan aligns with corporate strategy, priorities, and core capabilities.
  • Works on complex issues where analysis of situations or data requires an in-depth organizational knowledge. Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people. Ensures budgets and schedules meet corporate requirements.
  • Regularly interacts with executives and/or major clients, frequently requiring special skills, such as negotiating with or influencing senior-level leaders regarding matters of significance to the organization.
  • Ensures effective achievement of objectives and sets operational strategy within respective business area. Develops methods, techniques and evaluation criteria for projects, programs, and employees.
  • Fosters the highest level of commitment among our people through transparent communication about business challenges, successes, and results.
  • Creates an environment which encourages people to think, behave, take action and control work and make decisions autonomously to attain clear goals.
  • Takes personal responsibility for making tough decisions, meeting commitments, and ensuring expected results are achieved.

Job Requirements:

  • Strong research and analysis background, including user interviews, focus groups, ethnographic observation, concept validation, usability testing and post-launch analysis
  • Demonstrated understanding of how data and technology enable customer experience and human centered design
  • Strong leadership skills, including the ability to motivate others, resolve conflict, delegate effectively and lead change.
  • Ability to think strategically and creatively, including strong problem-solving and analytical skills.
  • Computer proficiency with working knowledge of Microsoft Office.
  • Safe Agile Leadership
  • Strong ability to quickly grasp gaps, tie seemingly disparate systems or experience together.
  • Must have strong digital strategy as well as execution experience 
  • 7 – 10 years of experience with client centered experiences 
  • 5 years of Demand generation/UX/UI/human centered design experience required
  • 5 years of insurance experience or broader financial services experience preferred
  • Typically requires Bachelor’s degree in business, technology or design program or direct and applicable work experience OR
  • Master’s degree in business, technology or design program preferred.

For more details about careers at COUNTRY Financial®, please visit us online at 
COUNTRY Financial does not generally sponsor individuals for employment-based visas for this position.