Are you ready to make a significant impact in a forward-thinking insurance organization? Do you have a passion for driving digital innovation, building strong brand identities, and crafting meaningful customer journeys?
We are on the lookout for a dynamic, customer-centric professional to join our team as the Digital, Brand & Customer Experience Manager. This high-impact role is designed for a visionary leader who thrives at the intersection of digital transformation, brand management, and customer experience excellence.
In a world where customer expectations continue to evolve rapidly, the role of a Digital, Brand & Customer Experience Manager has never been more important. With increased reliance on digital channels and a competitive insurance landscape, businesses must not only adapt but innovate—rethinking how they interact with their customers, shape their brand narratives, and deliver exceptional service at every touchpoint.
This role is pivotal to our strategic goals and long-term growth. You will lead initiatives that shape how customers perceive our brand and how they experience our services—both online and offline. From managing omnichannel campaigns to leading customer service strategies, this is an opportunity to make a meaningful impact every day.
Position: Digital, Brand & Customer Experience Manager
Location: [Location Not Specified]
Employment Type: Full-time
Application Deadline: May 28, 2025, 5 p.m.
Job Overview
As the Digital, Brand & Customer Experience Manager, you will play a critical role in transforming how we engage with our customers and present our brand to the world. You will lead the development and execution of digital strategies, oversee our brand’s voice and identity, and ensure that every interaction—whether digital or in-person—is seamless and impactful.
This is a multifaceted role that requires a blend of creativity, analytical thinking, and strong leadership. You will collaborate with cross-functional teams, lead customer care operations, and use data to constantly refine the way we serve our customers.
Key Responsibilities
1. Lead Digital Strategy
- Drive the company’s digital transformation agenda through the implementation of strategic initiatives that enhance our customer’s digital experience.
- Oversee the development, optimization, and management of digital platforms, including websites, mobile apps, and CRM tools.
- Implement data-driven digital campaigns that support customer acquisition, engagement, and retention goals.
- Monitor key digital KPIs, continuously refining tactics to boost performance and customer interaction.
2. Manage Brand Identity
- Develop and oversee the company’s brand strategy to ensure consistency in messaging, visual identity, and tone across all touchpoints.
- Lead integrated marketing communications and branding initiatives that position the company as a trusted, innovative insurance provider.
- Ensure that all brand elements reflect core company values and resonate with target audiences.
- Collaborate with internal stakeholders and external partners to maintain a cohesive brand experience across marketing channels.
3. Enhance Customer Experience
- Design and map out end-to-end customer journeys across digital and traditional channels.
- Identify and eliminate pain points in the customer lifecycle to improve satisfaction and conversion.
- Implement best practices and modern CX frameworks to ensure a consistent, personalized, and empathetic experience for every customer.
- Work with product, sales, and service teams to align CX initiatives with business objectives.
4. Oversee Customer Care Operations
- Lead and manage the customer service function, ensuring effective handling of inquiries, complaints, and feedback.
- Implement technologies and workflows to improve efficiency and responsiveness in customer support.
- Train and develop frontline teams to deliver high-quality, empathetic, and solutions-oriented service.
- Monitor and report on customer satisfaction, response times, and resolution effectiveness.
5. Analyze Performance & Drive Insights
- Regularly review and report on the performance of digital campaigns, brand health metrics, and customer experience outcomes.
- Use customer feedback, NPS, survey data, and market trends to inform decision-making and strategy refinement.
- Partner with data teams to turn analytics into actionable insights that drive continuous improvement across all areas.
- Maintain a test-and-learn approach to quickly adapt to changing customer expectations and digital trends.
Who You Are
You are a proactive leader who understands the strategic importance of delivering a unified brand and customer experience. You thrive in fast-paced environments and are not afraid to challenge the status quo. You possess strong interpersonal and communication skills and are adept at managing cross-functional teams.
Your mindset is customer-first, and you’re passionate about leveraging technology and data to create meaningful, impactful experiences.
Why Join Us?
Working with us means becoming part of a purpose-driven organization that values innovation, collaboration, and customer excellence. We are committed to developing our people and creating a work environment that nurtures creativity, performance, and growth.
In this role, you’ll have the freedom to shape strategies and drive initiatives that directly influence how our brand is perceived and how our customers experience our services. This is more than just a job—it’s an opportunity to make a real difference in the lives of our customers and in the future of the insurance industry.
How to Apply
Are you ready to take the lead in shaping digital, brand, and customer experience strategies in a meaningful way? We’d love to hear from you.
