Director of Digital Experience & Customer Growth

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

Benefits offered by this job

Medical, dental, and vision insurance

Life insurance

401K with 6% employer match

Employee Assistance Program

4 weeks vacation in first year

Volunteer time off

Job summary

WCF Insurance in Sandy, Utah, is seeking a Director of Digital Experience to lead digital strategy and product initiatives across customer and agent platforms. This full-time role requires partnering with IT, business partners, and various departments to design, prioritize, and deliver digital solutions that improve engagement, conversion, and retention.

You will oversee a team of digital product owners, establish KPIs, use Power BI and Microsoft Clarity to monitor performance, and drive

Qualifications

• Eight+ years of digital strategy, product management, or transformation initiatives.
• Experience researching and improving customer journeys across channels.
• Proven success leading digital initiatives with cross-functional teams.
• Strong analytical, data, and business acumen.

Responsibilities

• Develop and execute digital roadmaps for customer and agent platforms, focused on 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.

Skills

Digital strategy

Product management

Cross-functional leadership

Analytics

Communication skills

Education

Bachelor's degree (business, marketing, IS, HCI, or related)

Tools

Power BI

Microsoft Clarity

Jira

Confluence

Job description

WCF Insurance in Sandy, Utah, is seeking a Director of Digital Experience to lead digital strategy and product initiatives across customer and agent platforms. This full-time role requires partnering with IT, business partners, and various departments to design, prioritize, and deliver digital solutions that improve engagement, conversion, and retention.

You will oversee a team of digital product owners, establish KPIs, use Power BI and Microsoft Clarity to monitor performance, and drive