DIRECTOR OF DIGITAL EXPERIENCE

Overview

Berkshire Hathaway GUARD Insurance Companies provide Property & Casualty insurance products and services through a nationwide network of independent agents/brokers. Our companies are all rated A “Superior” by AM Best (the leading independent insurance rating organization) and ultimately owned by Warren Buffett’s Berkshire Hathaway group – one of the financially strongest organizations in the world! Headquartered in Wilkes-Barre, PA, we employ over 1,000 individuals (and growing) and have offices across the country. Our vision is to be the leading small business insurance provider nationwide.

Founded upon an exceptional culture and led by a collaborative and inclusive management team, our company’s success is grounded in our core values: accountability, service, integrity, empowerment, and diversity. We are always in search of talented individuals to join our team and embark on an exciting career path!

BENEFITS

We are an equal opportunity employer that strives to maintain a work environment that is welcoming and enriching for all. You’ll be surprised by all we have to offer!

o Competitive compensation

o Healthcare benefits package that begins on first day of employment

o 401K retirement plan with company match and profit sharing

o Generous paid vacation and sick time

o Hybrid work schedule (three days in the office, two days from home)

o Work/life balance schedule – no nights or weekends/closed for all major holidays

o Longevity awards (every 5 years of employment receive a generous monetary award to be used toward a vacation)

o Tuition reimbursement after six months of employment

o Numerous opportunities for continued training and career advancement

o And much more!

Responsibilities

• Focal point within GUARD for being the 'voice of the customer' advocate in optimising our digital journeys to maximise business revenue, service and profitability outcomes 
• Ensure usability and experience are in line with the expectations of broker, agent and/or customer as digital expectations change -  to meet their evolving digital demands
• Understand how users engage with our platforms through analytics and others methods, identifying ways to improve outcomes for GUARD and our digital users
• Enhance the sophistication of how we manage and improve our digital journeys (AB testing, usability testing, engagement analytics etc)
• Monitor digital performance against a set of expected outcomes, including expected conversion of opportunity through the digital funnel
• Collaborate across and partner with relevant functions, such as Technology, Service & Marketing, to effectively manage and evolve digital experience in line with user expectations
• Be a strong voice within the organisation when we are changing products, services and processes to ensure that any new approaches are fit-for-purpose in a digital ecosystem for usability effectiveness and efficiency
• Deliver a forward looking roadmap for how we evolve the management of digital experience at GUARD
• Understand and provide visibility on the digital experiences provided by our key competitors to brokers, agents and/or customers
• Evangelize new and innovative approaches and thinking to improve our business outcomes through the use of digital engagement - including understanding channel trends and our ability to meet changing needs
• Understand all the relevant technologies and developments in that digital space, in so far as they relate to what is possible on UI/UX  so they can have relevant conversations with their counterparts in the technology team

Qualifications

• Bachelor’s Degree 
• Strong analytical skills to use data and metrics to drive assumptions, test hypotheses and evaluate results
• 5 years of prior experience in managing digital experience and the relevant capabilities that form part of that such as analytics and AB testing
• Proven record of collaborating across teams to get stuff done
• Strong verbal and communication skills
• Understanding of the insurance industry a plus