Digital Experience Lead - Coach & Optimize Customer Journeys

Aa Insurance; Auckland; Hybrid; NZD 140,000 - 180,000; Full time

Benefits offered by this job

Wellbeing allowance

Insurance discounts

Fareshare programme via Auckland/City

Flexible working arrangements

Job summary

Aa Insurance is seeking a Digital Development Lead to guide the Digital Experience team in delivering exceptional customer experiences across digital touchpoints. You will coach a high-performing team, work with stakeholders to align on digital objectives, and drive data-informed improvements while ensuring cross-channel consistency.

The role involves planning digital initiatives, managing risks, and collaborating with multiple teams to deliver value-driven outcomes.

Qualifications

• Experience coaching and developing high-performing teams with empathetic leadership.
• Solid understanding of digital customer experience.
• Strong hands-on experience with GA and Adobe Analytics, including reporting and performance analysis.
• Experience with Adobe Target and experimentation including A/B and personalisation tests.
• Good working knowledge of GTM, including tag implementation and data layers.
• Strong analytical skills with ability to turn digital data into insights and opportunities.
• Ability to translate technical information into plain business English.
• Systems knowledge and understanding of the IT lifecycle.
• Strong prioritisation and stakeholder relationship skills.

Responsibilities

• Coach and develop your team to be successful in their roles.
• Promote seamless customer journeys across digital and non-digital channels.
• Help define digital objectives, measures and opportunities for improvement.
• Contribute to the planning and delivery of digital initiatives.
• Act as an escalation point for digital media challenges and opportunities, driving solutions that support performance and business goals.
• Build strong stakeholder relationships and collaborate across teams to support consistent service delivery.
• Identify and own risks and incidents in line with the risk management programme.

Skills

Leadership coaching

Digital customer experience

GA/Adobe Analytics

Adobe Target & A/B testing

Google Tag Manager

Data analysis

Business English translation

IT lifecycle understanding

Stakeholder prioritisation

Tools

Google Analytics (GA)

Adobe Analytics

Google Tag Manager

Adobe Target

Job description

Aa Insurance is seeking a Digital Development Lead to guide the Digital Experience team in delivering exceptional customer experiences across digital touchpoints. You will coach a high-performing team, work with stakeholders to align on digital objectives, and drive data-informed improvements while ensuring cross-channel consistency.

The role involves planning digital initiatives, managing risks, and collaborating with multiple teams to deliver value-driven outcomes.