Director, Digital Experience

Job Description:
The Director, Digital Experience will play a pivotal role in shaping and executing the digital strategy for PMA Companies. Responsibilities will include enhancing the overall digital journey for our clients, brokers, and internal stakeholders, ensuring a seamless and innovative user experience and data interfaces across digital platforms. This role will be a part of IT senior leadership team and will report directly to the CIO.
Responsibilities
1. Digital Strategy Leadership:

• Develop and execute a comprehensive digital strategy aligned with the overall business objectives of the commercial insurance carrier and Third-Party Administrator
• Lead the exploration and implementation of emerging technologies to enhance the Digital Experience, such as AI-driven insights, portals, mobile applications, and data analytics.

2. User Experience Enhancement:

• Collaborate with cross-functional teams to identify, prioritize, and implement improvements to the user interface and experience on digital platforms including Risk Management Information Systems (RMIS), Digital Payments and Agency Management Systems (AMS).
• Conduct internal and external user research and gather feedback to continually refine and optimize the Digital Experience, ensuring it meets the evolving needs of employees, customers and brokers.

3. Platform Development and Management:

• Oversee the development and maintenance of digital platforms, including websites, customer and broker portals, and API-driven integrations, cloud solutions, internal and external collaboration tools ensuring they align with industry best practices and compliance requirements.
• Work closely with IT teams and vendor partners to implement and integrate new digital tools and solutions.

4. Data-Driven Decision Making:

• Utilize data analytics and key performance indicators to measure the effectiveness of digital initiatives, identify areas for improvement, and make data-driven decisions to enhance the overall Digital Experience.

5. Collaboration and Stakeholder Management:

• Collaborate with key stakeholders, including underwriting, claims, finance and IT teams, to ensure seamless integration of digital solutions and alignment with business goals.
• Communicate digital strategies and progress to executive leadership, fostering a shared vision for the digital future of the commercial insurance business.

6. Compliance and Security:

• Ensure that all digital initiatives comply with relevant industry regulations and cybersecurity standards, working closely with compliance and security teams to mitigate risks.

7. Demonstrate commitment to Company's Code of Business Conduct and Ethics, and apply knowledge of compliance policies and procedures, standards and laws applicable to job responsibilities in the performance of work.
Requirements:

• Bachelor's degree in Business, Marketing, Information Technology, or a related field; MBA preferred.
• Proven experience in a leadership role within the digital space, preferably in the commercial insurance or financial services industry.
• In-depth knowledge of digital trends, technologies, and best practices.
• Strong project management skills with the ability to oversee multiple initiatives simultaneously.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Demonstrated success in driving digital transformation and improving user experiences.