FBS Director of Customer Experience & Digital Product

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premium well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world. 

What to expect on your journey with us: 

• A solid and innovative company with a strong market presence 
• A dynamic, diverse, and collaborative work environment 
• Leaders with deep market knowledge and strategic vision 

We count on you for: 

• Lead the company’s website and mobile app strategy, ensuring customer-first design, testing, and optimization.
• Partner with Apple and Google to maximize app capabilities and growth.
• Drive AI pilots (Google, AWS) and integrate emerging technologies into customer workflows.
• Oversee digital performance, analytics, backlogs, and workflows to optimize scalability and engagement.
• Serve as a Digital Experience SME on enterprise-wide initiatives.
• Influence and shape the enterprise strategic agenda for customer and agent experience.
• Drive selects strategic priorities, including service recovery and digital experience initiatives.
• Develop and oversee systems that monitor and prioritize customer/agent issues (rNPS, tNPS, VoA platforms).
• Implement text analytics and root cause analysis to drive resolution and learning.
• Lead inner- and outer-loop processes to continuously improve resolution speed, quality, and efficiency.
• Set the strategic agenda for the Service Recovery Team, partnering with frontline operations, claims, and field teams.
• Design target customer journeys and partner with business leaders to implement priority improvements.
• Develop centralized repositories and dashboards to track recurring issues and resolution outcomes.
• Establish KPIs, success metrics, and scorecards to evaluate customer experience performance.

• Bachelor’s degree required
• Strong experience in customer experience leadership, digital product management, or transformation roles.
• Proven track record in mobile-first, digital optimization, and large-scale CX initiatives.
• Strong project management and stakeholder engagement skills.
• Analytical mindset with ability to leverage data and insights.
• Strong communicator and influence across all organizational levels.
• Effective team builder with a passion for developing talent and driving engagement.
• Strategic thinker with hands-on leadership style.
• Ability to represent the company externally and build strong partnerships.
• Fluent in English

Softwares:

• Office Suite
• Digital Analytics: Mixpanel, Adobe or Google
• CX Analytics: Full Story, Glassbox, Quantum Metrics or Tealeaf
• Agile Delivery: Rally, Jira or RTC