Job Title: Digital Experience Administrator
Job ID: 06405
Division: Marketing
Work Location(s): United States-Wisconsin-Madison
Full/Part Time: Full-Time
Position Objective
This position works with cross divisional leadership to develop strategies for all customer facing digital experiences and ensures a consistent experience that supports the overall brand and enterprise objectives. Responsible for project management and ongoing support. Contributes in key areas such as experience and content management, online sales tools, self-service tools and the sustainability of digital properties that act as destination for brand awareness, growth and retention tactics.
Primary Accountabilities
- Digital Experience Strategy Development (25%)
- Develops and executes digital marketing strategies that support business and revenue models across channels.
- Collaborates with Marketing and Customer Experience to prioritize customer needs and target segments by optimizing the consumer`s digital experience.
- Coordinates with internal and external business partners to ensure that all digital marketing strategies are in line with the overall brand strategy and the Omni-Channel roadmap.
- Acts as a community and company evangelist to optimize digital customer interactions.
- Supports multi-lingual strategy and develops tactics for specific demographics.
- Serves as expert of digital best practices, trends, and tools to help position online products and anticipate changes in consumer preferences to adjust strategy according to digital thought leadership.
- Program and Project Management (20%)
- Initiates a project following established corporate and divisional procedures. Iteratively refines project objectives, scope, charter, cost/benefit and impact analysis throughout the life-cycle of the project.
- Applies corporate and division project and program management tools and methods including project planning, risk management, resource management, scheduling, stakeholder management, implementation, and benefits realization.
- Serves as a project manager for Omni-Channel, Customer Experience and Digital Experience focused projects. Also manages programs involving multiple interdependent projects that together are designed to meet Omni-Channel and corporate strategic goals.
- Builds effective project teams, often involving cross-functional and cross-divisional resources.
- Online Marketing & Partnerships (15%)
- Develops partnerships to optimize all digital properties.
- Collaborates with Search Marketing staff to increase visibility of live online properties.
- Optimizes digital campaigns through the review of targeted, creative and messaging approaches.
- Ensures digital messaging is included in advertising collateral material and develops destination strategies to achieve campaign goals.
- Manages campaign deliverables, measure and refine campaigns by recommending and implementing strategies to achieve intended goals.
- Tests strategies for digital campaigns.
- Optimizing Online User Experience (10%)
- Identifies and exposes optimization opportunities of the user interface and workflow of all digital properties that communicate product offerings, increase conversion of key selling and servicing activities.
- Works in partnership with Advertising to ensure consistent and appropriate branding, voice, and image across all digital experiences.
- Collaborates with I/S to develop online tools that meet consumer needs, align with data management initiatives and support technology implementation roadmaps.
- Online Search and Web Analytics (10%)
- Pursues search engine programs to drive traffic to our network of sites.
- Identifies and monitors visitor patterns, trends and opportunities via the use of online analytic reports.
- Recommends and implements strategies to improve results.
- Sets Key Business Objectives and communicates goals and objectives to all parties involved.
- Establishes and manages Key Performance indicators for digital experiences.
- Internet Technologies (10%)
- Aligns the company`s Omni-Channel capabilities with online channel offerings for the provision of policies online and services.
- Assesses the impact of internet technologies on an organization`s external environment paying particular attention to the competitive market place, competitors' strategies and executions of digital marketing strategies.
- Assesses the impact of macro and micro factors that can affect Omni-Channel strategies and provide recommendations where appropriate.
- Conducts regular review of Key Performance Indicators to ensure that continuous improvements are being made to digital experiences across channels.
- Identifies and apply appropriate technology by working with I/S and outside partners.
- Measurement, Analysis & Communication (10%)
- Develops, facilitates measurements, and data collection processes to assess and better understand conversion rates.
- Manages online customer feedback to gain detailed customer insights and sets plans to address customer issues or concerns.
- Measures, monitors and analyzes digital marketplace effectiveness and efficiency. Gathers data through analytics, surveys, focus groups and usability testing.
- Analyzes and disseminates customer information within and between divisions. Develops ways to represent data so that it is accessible and useful to marketing and other company divisions.
- Provides analysis and insights into digital experience within the Omni-Channel mindset and provide recommendations to all divisions.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Continuous Improvement
- Initiative
- Innovation
- Planning & Organizing
- Strategic Thinking
Specialized Knowledge and Skills Requirements
- Basic knowledge and understanding of the business issues of the insurance industry and of the organization.
- Demonstrated experience communicating technical concepts clearly and concisely both orally and in writing.
- Demonstrated experience successfully leading large, cross functional, complex projects.
- Extensive knowledge and understanding of customer service techniques and tools.
- Solid knowledge and understanding of digital media outlets including display, search, social, mobile and new & emerging media technology.
- Solid knowledge and understanding of marketing concepts and strategies.
Travel Requirements
- This position requires travel up to 25% of the time.
Company Information
- We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave and the opportunity for career development. If you would like to put your career in motion apply online today!
- A career move to join American Family Insurance may also mean a physical move for you. If you are selected for an interview, information will be provided on the level of relocation assistance available during the interview.
- Offer to selected candidate will be made contingent on the results of background checks.
CB1
GIJ
Please review the job requirements.
Job ID: 06405
Division: Marketing
Work Location(s): United States-Wisconsin-Madison
Full/Part Time: Full-Time
Position Objective
This position works with cross divisional leadership to develop strategies for all customer facing digital experiences and ensures a consistent experience that supports the overall brand and enterprise objectives. Responsible for project management and ongoing support. Contributes in key areas such as experience and content management, online sales tools, self-service tools and the sustainability of digital properties that act as destination for brand awareness, growth and retention tactics.
Primary Accountabilities
- Digital Experience Strategy Development (25%)
- Develops and executes digital marketing strategies that support business and revenue models across channels.
- Collaborates with Marketing and Customer Experience to prioritize customer needs and target segments by optimizing the consumer`s digital experience.
- Coordinates with internal and external business partners to ensure that all digital marketing strategies are in line with the overall brand strategy and the Omni-Channel roadmap.
- Acts as a community and company evangelist to optimize digital customer interactions.
- Supports multi-lingual strategy and develops tactics for specific demographics.
- Serves as expert of digital best practices, trends, and tools to help position online products and anticipate changes in consumer preferences to adjust strategy according to digital thought leadership.
- Program and Project Management (20%)
- Initiates a project following established corporate and divisional procedures. Iteratively refines project objectives, scope, charter, cost/benefit and impact analysis throughout the life-cycle of the project.
- Applies corporate and division project and program management tools and methods including project planning, risk management, resource management, scheduling, stakeholder management, implementation, and benefits realization.
- Serves as a project manager for Omni-Channel, Customer Experience and Digital Experience focused projects. Also manages programs involving multiple interdependent projects that together are designed to meet Omni-Channel and corporate strategic goals.
- Builds effective project teams, often involving cross-functional and cross-divisional resources.
- Online Marketing & Partnerships (15%)
- Develops partnerships to optimize all digital properties.
- Collaborates with Search Marketing staff to increase visibility of live online properties.
- Optimizes digital campaigns through the review of targeted, creative and messaging approaches.
- Ensures digital messaging is included in advertising collateral material and develops destination strategies to achieve campaign goals.
- Manages campaign deliverables, measure and refine campaigns by recommending and implementing strategies to achieve intended goals.
- Tests strategies for digital campaigns.
- Optimizing Online User Experience (10%)
- Identifies and exposes optimization opportunities of the user interface and workflow of all digital properties that communicate product offerings, increase conversion of key selling and servicing activities.
- Works in partnership with Advertising to ensure consistent and appropriate branding, voice, and image across all digital experiences.
- Collaborates with I/S to develop online tools that meet consumer needs, align with data management initiatives and support technology implementation roadmaps.
- Online Search and Web Analytics (10%)
- Pursues search engine programs to drive traffic to our network of sites.
- Identifies and monitors visitor patterns, trends and opportunities via the use of online analytic reports.
- Recommends and implements strategies to improve results.
- Sets Key Business Objectives and communicates goals and objectives to all parties involved.
- Establishes and manages Key Performance indicators for digital experiences.
- Internet Technologies (10%)
- Aligns the company`s Omni-Channel capabilities with online channel offerings for the provision of policies online and services.
- Assesses the impact of internet technologies on an organization`s external environment paying particular attention to the competitive market place, competitors' strategies and executions of digital marketing strategies.
- Assesses the impact of macro and micro factors that can affect Omni-Channel strategies and provide recommendations where appropriate.
- Conducts regular review of Key Performance Indicators to ensure that continuous improvements are being made to digital experiences across channels.
- Identifies and apply appropriate technology by working with I/S and outside partners.
- Measurement, Analysis & Communication (10%)
- Develops, facilitates measurements, and data collection processes to assess and better understand conversion rates.
- Manages online customer feedback to gain detailed customer insights and sets plans to address customer issues or concerns.
- Measures, monitors and analyzes digital marketplace effectiveness and efficiency. Gathers data through analytics, surveys, focus groups and usability testing.
- Analyzes and disseminates customer information within and between divisions. Develops ways to represent data so that it is accessible and useful to marketing and other company divisions.
- Provides analysis and insights into digital experience within the Omni-Channel mindset and provide recommendations to all divisions.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Continuous Improvement
- Initiative
- Innovation
- Planning & Organizing
- Strategic Thinking
Specialized Knowledge and Skills Requirements
- Basic knowledge and understanding of the business issues of the insurance industry and of the organization.
- Demonstrated experience communicating technical concepts clearly and concisely both orally and in writing.
- Demonstrated experience successfully leading large, cross functional, complex projects.
- Extensive knowledge and understanding of customer service techniques and tools.
- Solid knowledge and understanding of digital media outlets including display, search, social, mobile and new & emerging media technology.
- Solid knowledge and understanding of marketing concepts and strategies.
Travel Requirements
- This position requires travel up to 25% of the time.
Company Information
- We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave and the opportunity for career development. If you would like to put your career in motion apply online today!
- A career move to join American Family Insurance may also mean a physical move for you. If you are selected for an interview, information will be provided on the level of relocation assistance available during the interview.
- Offer to selected candidate will be made contingent on the results of background checks.
CB1
GIJ
Please review the job requirements.