Sr. Director of Digital/Service Transformation

Job Summary

Lead the vision and execution for our suite of digital products, including our flagship mobile app platform supporting end-to-end customer experience: quoting, sales, servicing and claims. In this critical leadership role, you will be responsible for defining the product strategy and roadmap that drives seamless, intuitive, and modern digital experience for our customers.

You will lead a team of talented product managers and product owners, working cross-functionally with engineering, design, marketing and data science teams to identify new opportunities, optimize existing platforms, and deliver innovative solutions that meet market needs and business goals. This is a unique opportunity to shape the future of insurance by leveraging technology to solve complex problems and create significant value for our customers.

(Internal position title Sr. Technical Director, Service Delivery)

What You'll Do

• Strategic Leadership: Define and articulate the long-term digital product strategy and roadmap for personal & commercial lines insurance, aligning it with company objectives and market opportunities.
• Product Lifecycle Management: Oversee the entire product lifecycle from ideation to launch and post-launch optimization, ensuring products are delivered on time, within budget, and to a high standard of quality. 
• Team Leadership & Mentorship: Hires, coaches, mentors, and develops a team of product managers, fostering a culture of ownership, data-driven decision-making, and continuous learning.  Takes ownership of performance management, succession planning and employee engagement of teams.  Performs other duties as assigned.
• Cross-Functional Collaboration: Serve as a key liaison between business stakeholders and technical teams, translating business needs into actionable product requirements.
• Customer & Market Insight: Utilize market research, competitive analysis, and customer feedback to identify new product opportunities and enhance existing features.  
• Performance & Analytics: Define and monitor key performance indicators (KPIs) for all digital products, using data to inform product decisions and demonstrate business impact.
• Innovation: Stay abreast of emerging technologies and industry trends (e.g., telematics, AI/ML in underwriting) to identify and champion new, disruptive digital product initiatives.

What You'll Bring

• • 7-10 years of progressive experience in digital product management.
  • 5-7 years of leadership experience.
  • Demonstrated track record of successfully launching and scaling digital products that have achieved significant business results.
  • Deep understanding of the business value chain and customer lifecycle, including digital sales, servicing, and claims.
  • Exceptional leadership, communication, and interpersonal skills.
  • Strong analytical skills with a data-driven approach to product development.

Education Requirements

• Bachelor's degree required. 
• Master's degree or MBA preferred.

Additional Qualification

• Possesses a high degree of initiative. Strong ability to set strategy for a functional area, connect to the broader organizational strategy and translate into actionable tactics.
• Demonstrated project management skills. Strong ability to develop project execution plans, identify and quantify project scopes and budgets. Proficient with change management frameworks for project execution.
• Possesses strong technical aptitude. Functional area systems and technology proficiency (example, telephony, automation, AI and robotics, data science, knowledge management, workforce management tools).
• Ability to simultaneously handle multiple priorities. Strong ability to build business cases for decisions and make informed choices about initiatives that are pursued and funded.
• Seeks to acquire knowledge in area of specialty. Strong ability to stay abreast of change and influence executive leadership to adapt to change, when necessary.
• Effective leadership skills. Strong ability to hire and assess talent, motivate employees, and develop future leaders.

Physical Actions