Digital Experience Director

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.
Job Summary
The Digital Experience Director is responsible for leading CNA's digital experience function with a primary focus of optimizing CNA's portfolio of digital properties from both marketing and user experience perspectives, resulting in positive, intuitive and consistent digital experiences that are rooted in the CNA brand. Responsibilities include overseeing the strategic planning and development of user experiences that both support and streamline the process of doing business with CNA, as well as create value-add services for our brokers, agents, insureds, job seekers and colleagues as CNA continues to expand its digital presence and capabilities in the commercial insurance marketplace.
JOB DESCRIPTION:
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:

• Lead the strategic planning and development function supporting CNA's marketing-driven web ecosystem including business goal identification and mapping, solution development, product management, success planning and measurement, and budget/contract management activities where applicable.
• Oversee the process of user experience assessments and refinements including interface designs and explorations, research, accessibility enforcement and testing. Partner with colleagues to advocate on behalf of positive user experiences that meet or exceed end-user expectations while delivering on stated business goals.
• Lead CNA.com and Inside CNA (intranet) product ownership teams responsible for product roadmap planning and implementation(s), web publishing, content migration, maintenance and archival activities, as well as provide best practice guidance and resource support to CNA's international affiliates.
• Partner with product ownership and technology teams on digital experience platform and content management system-related initiatives aimed at improving user experiences while streamlining and optimizing CNA's digital content management capabilities.
• Oversee agency relationships responsible for creation of user interface behavior and interaction modeling for user testing and stakeholder acceptance; applies CNA brand elements to user interface scenarios in collaboration with CNA's brand and creative services team.
• Provide oversight of overarching marketing web analytic strategy in collaboration with Digital Marketing functional experts
• Lead, manage and collaborate with team of four digital product management experts with strong emphasis on professional development, coaching, mentoring and talent management.

May perform additional duties as assigned.
Reporting Relationship
Typically AVP or above
Skills, Knowledge & Abilities

• Strong management experience in leading cross-functional teams and driving change while demonstrating integrity, inclusivity and professionalism.
• Proficient skills in UX/UI design, facilitation, and understanding of end-to-end process design in complex, matrixed operating environments.
• Working knowledge and experience measuring and applying accessibility-related best practices (WCAG) to ensure fully-accessible and compliant digital experiences for all users
• Experience with modern DXP platforms, technology and functionality(ies) from end-user, user experience and content management perspectives
• Strong digital analytic background with demonstrated ability to independently synthesize complex sets of information and digital metrics into strategy and design recommendations.
• Ability to effectively interact and communicate with all levels of organization including external and/or internal business partners, including acting as champion for digital experience best practices, guidelines and industry standards.
• Excels at fostering collaboration and facilitating teams to deliver results; ability to present and build trusted advisor relationships with our business partners.
• Experience with creative problem solving and solution development that can help drive ground-breaking updates to end-user experiences within brand and in support of critical user journey(s).
• Experience developing and integrating strategy, process, design, and technology into future-state designs.
• Familiarity and comfort-level working in agile-driven development environment.
• Strong organizational skills, with the ability to multi-task and follow through in a timely fashion.
• Attention to detail with strong emphasis on accuracy.

Education & Experience

• Bachelor's degree required; Master's degree preferred in marketing, communications or equivalent
• Experience architecting site strategy and user experience initiatives for large, global organization
• Typically a minimum of ten years of related work experience, with five years management experience.
• Knowledge of the insurance industry and/or related products and services preferred

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [email protected] .