Director, Digital Business Transformation (hybrid)

If you're excited about this role but don’t meet every qualification, we still encourage you to apply! At Grange, we value growth and are committed to supporting continuous learning and skill development as you advance in your career with us.

Summary: This role is responsible for leading business architecture level planning and roadmap development for best in class, digitally enabled experiences that serve both our independent agents and customers.  Proactively identify business needs, develop solutions to strategic questions, and drive the design process while leveraging other teams within CAE or UX disciplines to deliver differentiating solutions for our independent agents and customers.  Closely partner with the Business and Information Technology teams to create collaborative, implementable solutions that drive business results and ultimately make it easier for our customers and independent agents to do business with Grange.

What You’ll Be Doing:

• Define Enterprise Digital Strategy for specific solution opportunities to enable business unit strategies through customer and agent digital interactions.
• Gain a deep understanding of the customer and agent experience and generate new ideas that address unmet needs and/or pain points as well as delight customers and agents.
• Provide end-to-end solution leadership including identifying potential solutions, leveraging qualitative and quantitative market research and insights from our Voice of the Customer program to generate the vision and requirements.
• Collaborate with the strategy office to understand the strategic roadmap and initiatives and their intersections with related programs/projects. Serve on the Strategy Working Team to provide insight into interdependencies and communication/change management roadmaps to ensure coordination across all Enterprise efforts.
• Own and progress the enterprise digital roadmap and playbook with new requirements based on market needs, competitive shifts, customer feedback and internal dependencies. Lead Enterprise Internal Council on Agency Technology in partnership with other individuals from CAE and Sales and Marketing. Lead business strategic road mapping of enterprise priorities that could potentially involve deeper dives into Customer Data, Customer Relationship Management, etc.
• Define business cases, determine specifications, pilot solutions and develop the roadmap and time-integrated plans for delivery.
• Partner with the Innovation, Emerging Tech teams to ensure proof of concept activities get moved to backlog for prioritization.
• Contribute to capability maturity related to Agile and other best practices for continuous improvement of the performance of the overall CAE team.
• Partner with Digital Architecture team to ensure fit with overall technology architecture and integration with necessary systems.
• Assist VP of Customer and Agent Experience in the development of presentation content (for both internal and external stakeholders).
• Collaborate with other functional areas, such as sales, marketing, training etc. to define necessary processes and collateral to support solution execution, go to market plans and commercialization.
• Manage vendor relationships: Lead vendor selection process for Enterprise Customer & Agent- facing Digital Meet regularly with vendors to ensure appropriate service levels are being met at the appropriate cost and quality.
• Facilitate Change Management and Communications resources to ensure organizational readiness for Enterprise transformation efforts.
• Define metrics of success for customer and agent facing digital solutions that drive meaningful contributions to Enterprise KPIs (i.e. improved loyalty, retention, satisfaction, and/or expense optimization)
• Provide strong thought-leadership and executive representation of transformation efforts impacting customer and/or agent digital interactions.

What You’ll Bring To The Company:

BA/BS degree in Human Computer Interaction (HCI), Design, IT, Marketing or other relevant discipline, MBA a plus.  Experienced candidates must have at least 5-8 years of hands-on experience in digital, mobile, user experience, or ecommerce. 5 years of supervisory or leadership experience preferred. Comprehensive understanding of customer insights, technical capabilities, and experience design principles to translate business, channel and marketing objectives into integrated digital strategies.  Demonstrated solid functional understanding of the capabilities of all platforms, including but not limited to web, mobile, widget and others and the constraints involved in designing for online and multimedia.  Proven track record of managing and delivering all aspects of a successful digital experience and end to end solutions throughout their lifecycle (including strategy, vision, UX design, development, testing and training).  Experience conducting UX research (mastery of Optimal Workshop a plus).  Extensive experience following Agile and Lean methodologies, and a proven ability to work collaboratively with others.  Understanding modern desktops, web, and mobile design challenges/trends.  Strong problem solving and pragmatic decision-making skills.  Excellent organizational, verbal, presentation/facilitation and written communication skills.  Ability to travel as needed.

About Us:

Grange Insurance Company, with $3.2 billion in assets and more than $1.5 billion in annual revenue, is an insurance provider founded in 1935 and based in Columbus, Ohio. Through its network of independent agents, Grange offers auto, home and business insurance protection. Grange Insurance Company and its affiliates serve policyholders in Georgia, Illinois, Indiana, Iowa, Kentucky, Michigan, Minnesota, Ohio, Pennsylvania, South Carolina, Tennessee, Virginia, and Wisconsin and holds an A.M. Best rating of "A" (Excellent).

Grange understands that life requires flexibility. We promote geographical diversity, allowing hybrid and remote options and flexibility in work hours (role dependent). In addition to competitive traditional benefits, Grange has also created unique benefits based on employee feedback, including a cultural appreciation holiday, family formation benefits, compassionate care leave, and expanded categories of bereavement leave.   

Who We Are:

We are committed to an inclusive work environment that welcomes and values diversity, equity and inclusion. We hire great talent from various backgrounds, and our associates are our biggest strength. We seek individuals that represent the diversity of our communities, including those of all abilities. A diverse workforce's collective ideas, opinions and creativity are necessary to deliver the innovative solutions and service our agency partners and customers need. Our core values: Be One Team, Deliver Excellence, Communicate Openly, Do the Right Thing, and Solve Creatively for Tomorrow.

Our Associate Resource Groups help us create a more diverse and inclusive mindset and workplace. They also offer professional and personal growth opportunities. These voluntary groups are open to all associates and have formed to celebrate similarities of ethnicity/race, nationality, generation, gender identity, and sexual orientation and include Multicultural Professional Network, Pride Partnership & Allies, Women's Group, and Young Professionals.

Our Inclusive Culture Council, created in 2016, is focused on professional development, networking, business value and community outreach, all of which encourage and facilitate an environment that fosters learning, innovation, and growth. Together, we use our individual experiences to learn from one another and grow as professionals and as people.  

We are committed to maintaining a discrimination-free workplace in all aspects, terms and conditions of employment and welcome the unique contributions that you bring from education, opinions, culture, beliefs, race, color, religion, age, sex, national origin, handicap, disability, sexual orientation, gender identity or expression, ancestry, pregnancy, veteran status, and citizenship.