Senior Digital Experience Manager

AmTrust is looking for an experienced Senior Digital Experience Manager to lead our efforts in creating a world-class user experience for our customer partners. The Senior Digital Experience Manager is responsible for leading the development and execution of the company's digital customer experience strategy. They will work with cross-functional teams to create seamless, user-friendly digital experiences that meet customer needs and drive engagement and satisfaction. This role will be responsible for guiding the development of products and services that meet the needs of clients, sets the vision, strategy & execution of the business, as well as across internal departments and stakeholders. Maintains a solid understanding of AmTrust's mission, vision, and values. Upholds the standards of the AmTrust organization.

This role will ideally report hybrid into one of the following locations: Nashua, NYC, Jersey City, Scottsdale, Cleveland, or Melville.

Develop and implement a comprehensive UX strategy that aligns with the company's overall vision and goals.
• Develop, evolve and implement the company's digital customer experience strategy, including the design and launch of new digital products and features that will enable our agents to provide a world-class experience to their customers, while increasing their efficiency, productivity, and profitability.
• Establish UX processes, methodologies, and best practices that promote collaboration and innovation across cross-functional teams.
• Implement new design systems that maximize high-quality, user-centric designs and experiences and minimize disruption during transition from old to new.
• Create structure to ensure design thinking and user research at the early stages of design, clear review and governance at the later stages, and ongoing maintenance and updates to keep designs fresh and consistent.
• Stay up to date with the latest design trends, best practices, and technology to drive innovation and improve user experience.
• Work closely with cross-functional teams, including marketing, IT, product management, and customer service, to ensure that digital experiences are integrated and consistent across all channels.
• Manage and prioritize the digital experience roadmap, ensuring that projects are delivered on time and within budget.
• Conduct user research and analysis to understand customer needs and behaviors, and use insights to inform design decisions.
• Develop and implement metrics to measure the success of digital experiences and make data-driven decisions to improve the customer experience.
• Collaborate with stakeholders to ensure that customer feedback is collected and incorporated into digital experience design and development.
• Stay current on industry trends and best practices in digital customer experience and use insights to inform strategy and decision-making.
• Ensure that digital experiences are accessible and comply with industry regulations and standards.
• Performs other functionally related duties as assigned.

• Bachelor's degree in marketing, user experience design, computer science, or a related field.
• At least 10 years of experience in digital customer experience design and management.
• Strong leadership and project management skills with the ability to lead cross-functional teams.
• Excellent communication and interpersonal skills with the ability to effectively collaborate with a variety of stakeholders.
• Strong analytical skills with the ability to analyze customer data and use insights to inform design decisions.
• Skilled in personas mapping.
• Knowledge of digital customer experience best practices and trends.
• Experience with user research and testing methods.
• Familiarity with accessibility and compliance regulations and standards.

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position. AmTrust has the right to revise this job description at any time.

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AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.