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Customer and Agent Digital Experience Director


Customer And Agent Digital Experience Director



AF-WI Madison Natl HQ Remote

At American Family Insurance, we believe people are an organization’s most valuable asset, and their ideas and experiences matter. From our CEO to our agency force, we’re committed to growing a diverse and inclusive culture that empowers innovation that will inspire, protect, and restore our customers’ dreams in ways never imagined.



American Family Insurance is driven by our customers and employees. That’s why we provide more than just a job – we provide opportunity. Whether you’re already part of our team in search of a new challenge or new to our company and ready for what’s next, you’re in the right place. Every dream is a journey that starts with a single step. Start your journey right here. Join our team. Bring your dreams.

Job ID: R18874 Customer and Agent Digital Experience Director (Open) Summary: There are two positions available. Both roles can be remote.



These leadership roles will focus on customer and agency digital experience.



Prefer candidates who have experience in the ecommerce space, Guidewire, agency sales or CRM experience.



The Business System Transformation (BST) Director is a member of a leadership team responsible for successful management of systems transformation projects to support strategic initiatives, business process, and new products. The director is responsible for understanding the company`s current and future strategies and leading efforts to transform the business processes and systems needed to support those strategies. Specific responsibilities will change over time, depending on the nature of the required transformation; the director must adapt quickly as responsibilities change.



  • Offer to selected candidate will be made contingent on the results of applicable background checks
  • Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions



  • Primary Accountabilities



    Job Description:



    Systems Transformation (25%)

    • Oversees development and implementation of processes and systems that meet business objectives.
    • Ensures systems are usable, contribute to productivity, and align with the company's brand.
    • Oversee rationalization and modernization of related documents, processes, workflows and systems.
    • Oversees efforts to ensure internal and external data quality and integration.
    • Manages vendor relationships. Work with business areas to identify capabilities and features needed in vendor products. Makes recommendations to vendor to include these in their product roadmap.
    • Directs work with stakeholders to define business rule approaches and standards.




    Program Development & Management (25%)

    • Works with the Associate Vice President and other program leaders to define business scope and justification for program related projects.
    • Directs development of project plans and collaborates to integrate plans into the overall release plan.
    • Monitors progress and formal change control processes in collaboration with other divisional leadership and business partners. Takes corrective action when necessary to solve problems, meet timelines and/or manage program costs.
    • Collaborates with program, technical and business leaders to recommend, select, configure and implement components of large software packages.
    • Obtains and manages resources required to design, develop and implement the project plans.




    Business Transformation (20%)

    • Works with key business leaders to identify future strategy and the core business process changes needed to support that strategy.
    • Oversees assessment of how changes to business processes and systems would impact our employees, agents, and customers.
    • Works closely with various divisions to develop and implement plans to manage the business impacts and take advantage of opportunities.
    • Oversees efforts to determine the impacts of business process and system changes on employees and required skill sets needed in the new environment. Works closely with stakeholder divisions to develop and implement plans to manage these impacts.




    Management/Leadership for Department or Unit (20%)

    • Manages direct reports, systems, and projects to achieve department/unit goals in accordance with Company policies and practices.
    • Prepares and analyzes department/unit plans and reports.
    • Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area.
    • Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communications.
    • Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance & development plans.




    Strategies Linked to the Division's Business Goals/Results (10%)

    • Establishes, communicates, and implements departmental plans, objectives, and strategies.
    • Participates as a member of the Management Team.
    • Maintains an active awareness of American Family's business environments, corporate culture, and structure to support key decision-making.
    Travel Requirements

    • This position requires travel up to 10% of the time.
    Specialized Knowledge and Skills Requirements

    • Demonstrated experience providing customer-driven solutions, support or service
    • Basic knowledge and understanding of n-tier computing platforms (e.g. Mainframe, Web enabled, multi-tier client/server, EDI, imaging).
    • Demonstrated experience managing in a matrix environment and partnering with business areas to achieve goals.
    • Demonstrated experience planning and delivering large, complex, technology projects or programs.
    • Demonstrated management or leadership experience.
    • Solid knowledge and understanding of application development methodologies such as SDLC.
    Additional Job Information:

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    Posted 2 Days Ago Full time R18874



    At American Family Insurance, we know how hard our customers and employees work to achieve their dreams. That’s why, for over 90 years, we’ve made it our mission to protect those dreams. It’s all part of who we are and who we’ll always be – innovative, caring, agile, trustworthy, transparent and passionate. We’re a strong, forward-looking company and a proven leader in our industry. And if you’re looking to make a difference, we’re looking for you.



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