About the Role
Title: Director, Digital Insights & Optimization – Remote
Location: Minnetonka MN US
Full Time
This role is responsible for a range of website optimization capabilities used as a shared service across our Medicare online shopping experiences, including; site performance monitoring, identifying actionable optimization opportunities via site reporting and analytics, coordinating personalization efforts on site experiences, and coordinating and analyzing the results of Voice of Customer (VOC) feedback, A/B testing, and usability studies. This position is a director-level role with four to five direct reports, and will report to the Senior Director, Digital Product Management.
If you have a passion for all things digital, read on. We are seeking a passionate advocate for the power of insights to join our team. The Director of Digital Insights & Optimization role is responsible for creating the ideal prospect acquisition experience that meets both user and business needs. This position requires collaboration with key business stakeholders, digital product managers, reporting & analytics, and strategic insights to transform complex data into compelling narratives that inform and inspire strategic decision-making. You’ll drive continuous improvement, innovation, and personalization by focusing on a simplified Medicare shopping experience, bringing a consumer orientated perspective to the overall digital experience and vision, while building the trust with our customers and driving growth across digital engagements.
You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities:
Strategic Leadership:
- Maintain a deep understanding of industry trends and emerging technologies in the digital insights space, informing product roadmap decisions
- Collaborate with Product Managers to identify key business questions, develop hypotheses, and propose research methodologies
- Develop post-release assessment dashboards in collaboration with our Reporting & Analytics team to provide insights for future optimization
- Bring solid analytical skills and proficiency in data-driven decision-making, segmentation, and targeting
- Lead with a strategic mindset with the ability to establish credibility, influence decision, and foster alignment across teams
Operational Excellence:
- Utilize Voice of Customer (VOC) and digital analytics to unearth actionable insights, enhancing the customer experience and facilitating digital growth and retention strategies
- Present clear and actionable recommendations to stakeholders based on data-driven insights
- Collaborate with the enterprise Strategic Insights team to enhance feedback surveys and customer experience dashboards
- Lead the design, execution, and presentation of research studies in collaboration with our UX and vendor teams
- Develop and execute a comprehensive test & learn (A/B testing) strategy to drive continuous improvement and innovation across digital experiences
- Define test hypotheses and experimental designs based on business objectives and customer insights, coordinating with stakeholders to prioritize test ideas and allocate resources effectively
- Digital monitoring of the acquisition website and Annual Enrollment Readiness
Team Management
- Uphold standards of quality and actionability in analysis and insights, overseeing a team responsible for VOC, Insights, Test & Learn Optimization, Site Monitoring, and Personalization
- Build and lead a high-performing team, fostering a culture of collaboration, accountability, and continuous learning
- Set clear expectations, provide coaching and mentorship, and empower team members to achieve their full potential
- Establish performance metrics and goals for the team, regularly evaluating progress and providing feedback to support professional development
Required Qualifications:
- 5+ years of hands-on experience in market research, customer experience, and web analytics
- Demonstrated leadership experience, with the ability to inspire and motivate teams
- Demonstrated solid background in data analytics and primary research
- Proven problem-solving skills and a passion for innovation
- Proficiency in customer experience and insights tools. Experience with Qualtrics, Adobe Analytics, Adobe Test & Target, and Power BI
- Proven excellent leadership, communication, and collaboration skills, with the ability to influence stakeholders at all levels of the organization
- Ability to distill complex insights into compelling narratives for senior management
- Experience working in a matrixed organization, with solid collaboration and partnership skills across various stakeholder groups, including Product Management, Reporting & Analytics, UX, and business teams