Director, Digital Customer Experience

WCF Insurance Company; Sandy (UT); On-site; USD 115,000 - 162,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K with 6% employer match

Employee Assistance Program

Volunteer time off

4 weeks vacation

Job summary

WCF Insurance, based in Sandy, UT, is seeking a Director of Digital Experience to lead digital strategy and customer experience across agent and customer-facing platforms. You will develop roadmaps, partner with IT and business teams, and drive adoption of digital tools to meet growth goals.

You will manage a team of digital product owners, champion continuous improvement, and establish CX standards and journey maps while measuring performance with analytics such as Power BI and Microsoft

Qualifications

• Bachelor’s degree or higher in a relevant field.
• At least eight years of experience leading digital strategy or related initiatives.
• Experience researching and improving customer journeys across channels.
• Proven success leading digital initiatives across cross-functional teams.
• Strong analytical, data, and business acumen with ability to translate insights into action.

Responsibilities

• Develop and execute digital roadmaps for customer and agent platforms to improve experience, engagement, conversion, and retention.
• Partner with IT development teams and business partners to design, prioritize, and deliver digital solutions aligned with needs.
• Oversee digital product development and enhancements aligned with organizational goals and customer expectations.
• Utilize analytics to monitor performance and drive continuous improvement.
• Establish and monitor key performance metrics and communicate outcomes to leadership.
• Maintain customer experience standards, design guidelines, and journey maps across digital platforms.
• Collaborate with Sales, Marketing, Underwriting, Claims, and Agency Services to align experiences with outcomes.
• Lead and develop a team of digital product owners responsible for prioritization and delivery.

Skills

Digital strategy leadership

Cross-functional leadership

Data-driven decision making

Communication skills

Education

Bachelor's degree in business, marketing, information systems, human-computer interaction, or related field

Tools

Power BI

Microsoft Clarity

Jira

Confluence

Job description

WCF Insurance is an “A” rated, innovative property and casualty carrier with more than a century of experience serving businesses across the Western United States. Since 1917, we have built our reputation on doing the right thing, being great at what we do, and helping others succeed. As we continue to grow, we are looking for individuals who share these values and want to contribute to delivering an excellent insurance experience.

Position

The Sales & Distribution department has an immediate opening for someone who can demonstrate the WCF values to join their team as a Director of Digital Experience. This is a full-time, exempt position based out of WCF Insurance's Sandy headquarters. This position is open to external and internal candidates. This role leads WCF's digital strategy and customer experience across agent and customer-facing platforms. The Director is responsible for developing digital roadmaps, partnering with business and IT teams to deliver impactful solutions, and driving customer-cetric experiences that support engagement, growth, and business objectives. The position also leads a team of digital product owners and champions continuous improvement, innovation, and adoption of digital tools across the organization.

Responsibilities

• Develop and execute digital roadmaps for customer and agent platforms, focused on improving experience, engagement, conversion, and retention.
• Partner with IT development teams and business partners to design, prioritize, and deliver digital solutions aligned with business needs.
• Oversee digital product development and ongoing enhancements to ensure alignment with organizational goals and customer expectations.
• Utilize analytics and insights (e.g., Power BI, Clarity) to monitor performance, understand user behavior, and drive continuous improvement.
• Establish and monitor key performance metrics and communicate outcomes to leadership.
• Establish and maintain customer experience standards, design guidelines, and journey maps across digital platforms products.
• Collaborate with Sales and Distribution, Marketing, Underwriting, Claims, and Agency Services to align digital experiences with business outcomes.
• Lead and develop a team of digital product owners responsible for prioritization and delivery of digital initiatives.
• Develop and implement change management initiatives to maximize adoption and return on digital investments.
• Partner with training and stakeholders to ensure adoption of digital tools.
• Be a strong communicator across all levels of the organization.
• Take ownership of digital strategy, execution, and outcomes.
• Champion customer- and agent-centric digital experiences.
• Provide mentoring and direction to team members.
• Effectively partner with IT processes and teams.
• Demonstrate flexibility with shifting priorities.
• Stay current with emerging technologies, best practices in digital experience, customer research, and design systems.

Qualifications

• Bachelor's degree in business, marketing, information systems, human-computer interaction, or related field.
• At least eight years of relevant experience leading digital strategy, product management, or transformation initiatives (or equivalent experience).
• Demonstrated experience researching, designing, and improving customer journeys across multiple channels.
• Proven success leading digital initiatives across cross-functional teams.
• Strong analytical, data, and business acumen with ability to translate insights into action.
• Experience with digital analytics and product tools (e.g., Power BI, Microsoft Clarity, Jira, Confluence).
• Insurance or financial services experience preferred.
• Exceptional communication, customer service, project management, and organizational skills.

Benefits

• Medical, dental, and vision insurance.
• Company paid life insurance 401K with a generous 6% employer match.
• Employee Assistance Program (EAP).
• Time off to volunteer in the local community.
• All employees earn 4 weeks of vacation their first year.

The expected salary range for this position is 114,800.00-162,300.00.

Values

The person in this position must demonstrate the WCF values of doing the right thing, being great at your job, and helping others succeed to fulfill the company’s mission of excellence.

Working Conditions

This position is based in an office environment with adequate temperature and lighting control. There are no known hazardous or unpleasant conditions caused by noise, dust, or other environmental factors. There are potentially high-stress situations that require meeting deadlines. The employee must meet the job attendance requirements for this position.

Our People

WCF strives to provide an excellent work experience and cultivate an inclusive environment where anyone who embodies our values will thrive.

WCF Insurance is an Equal Opportunity Employer

WCF Insurance provides equal employment opportunity to all qualified applicants and employees regardless of race, color, religion, sex, age, national origin, veteran status, disability that can be reasonably accommodated, or any other basis prohibited by federal, state, or local law.

About Us

WCF Insurance is an innovative property and casualty insurance provider that serves the Western United States. Every day our dedication is to the people who make our communities thrive - from the amazing businesses we insure, to our incredible agency partners, to our fantastic employees, and the non-profits we support. We strive to make a lasting impact by continuing to make investments in the region and protecting the communities within it.