Director, Digital and Customer Insights

4 weeks ago

Toronto, Ontario, Canada Definity Careers Full time

We are seeking a highly skilled and experience Director of Digital & Customer Insights to lead our analytics initiatives within the Digital Channel of Personal Insurance. As the Director of Digital & Customer Insights, you will be responsible for leveraging data-driven insights to optimize our digital funnel, enhance user experience, and drive business growth. This pivotal role entails developing and overseeing the direction and analysis of web and customer data and collaborating with cross-functional teams to translate insights into actionable recommendations. The ideal candidate will possess a high level of curiosity, a deep understanding of web analytics and digital marketing, proficiency in data visualization techniques, and a track record of driving measurable results.

What can you expect in this role?

Business Insights Strategy:

  • Lead expert on front end customer data of the Digital Channel, develop the vision and champion data standardization, accessibility, and governance. This role is tasked with enabling an environment that makes data and information accessible to all departments and employees across the digital channel to support data driven business decisions.
  • Understands the power of data visualization and distilling complex data into a compelling story for business stakeholders and leaders.
  • Leverage latest tools and techniques to build structured data from new datasets as needed; automate production and reporting to the greatest extent possible.
  • Advocates and influences data-based decision making across the digital channel and encourages within the business's culture.
  • Collaborate with leadership and business partners, to determine and evolve data needs and establish data collection requirements based on those needs
  • Recommends and monitor KPIs and analysis that enable better perspective on business efficiencies and improve the various consumer-facing solutions and processes.

Digital Performance Analysis:

  • Review, analyze and report on website traffic and overall acquisition funnel, user behavior, and functionality while looking for trends, insights, and opportunities.
  • Drive insights to maximize conversion of our target customer from first impression to purchase (across funnel) ensuring all teams are aligned with efforts to drive this optimization.
  • Build, operationalize, and continue to evolve performance reporting for Marketing, CX, and business development, with focus on customer conversion and ROI.
  • Support marketing and UX/CX on effective measurement techniques for campaigns, site performance, and A/B testing
  • Ownership and governance for all site tagging through Google Tag Manager for marketing campaigns.
  • Assist with migration to Google Analytics 4 platform, and ongoing optimization, ensuring seamless transition.
  • Stay abreast of industry trends, best practices, and emerging technologies in web analytics and data visualization.

Team Leadership and Development:

  • Develops and mentors a high performance, analytical team that is engaged and collaborative in their work,
  • Builds and enhances team competency - leading the team to accomplish more than its individual contributors.

What do you bring to the role?

  • Master's or Bachelor's degree in Business, Mathematics, Engineering, Computer Science (Data Science) or related field of study required.
  • Demonstrated success in managing and leading teams.
  • Advanced knowledge in web analytics tools, preferably Google Analytics (including GA4), and tag management systems such as Google Tag Manager.
  • Experience with Google BigQuery or other data warehousing tools.
  • BI and data visualization tools such as Tableau for reporting and analysis. Adept at translating analysis into true business insights or "the story" for business stakeholders.
  • Demonstrated cross-functional expertise in diverse fields such as marketing, strategy, finance, operations, etc. and with skills as far ranging as market demand modeling, ROI analysis, competitive risk assessments and scenario planning.
  • Thorough knowledge of digital marketing media platforms and media measurement approaches.
  • Strong analytical mind and a passion for metrics and KPIs. Self-motivated, proactive and exceptional problem-solving skills. Must work comfortably in a cross-functional setting and with senior business executives. Take accountability for the business's performance, and have an ability to remain calm and composed under stress and uncertainty, role modelling the same for the team.

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