Digital Experience Manager

West Bend Mutual Insurance

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Since 1894, West Bend Mutual Insurance has come to stand for excellence through the use of innovative insurance products, steady growth, and financial stability offering property/casualty insurance for homes, autos, businesses and personal property. This reputation for excellence is recognized not only by our policyholders, but by the insurance industry itself. West Bend has been rated A (Excellent) or better by A.M. Best since 1971. West Bend is also consistently ranked at the top by thousands of insurance agents nationwide in an ease-of-doing-business survey conducted annually by Deep Customer Connections, Inc.

Over a hundred years ago, a fire roared through the city of West Bend, WI. This tragedy was one of the worst for our community and touched the lives of many people. Because of that fire, our company was formed. And even then, we began to show that something good can come from something bad.

Over time, people have come to expect this of us. To call with problems and leave with solutions. As time passes, things change. But not our reason for being.

At the core of everything we do lies a simple premise. A sincere desire to help our customers through problems and adversity. To make sure that positives come from negative situations. To step up when you need us. To do the right thing.

The worst brings out our best.®

That's The Silver Lining.

Position Details

Digital Experience Manager
Southeast Wisconsin
West Bend, WI

Summary of Responsibilities:

  • Direct responsibility to manage and deliver digital experience offerings, build strategies, develop roadmaps, and lead internal and vendor teams. This includes managing the vendor relationships for pricing, negotiation and monitoring. 
  • Serving as the liaison to ensure effective stakeholder communication related to all projects, enhancements, and production support. 
  • Research, train and develop user experience best practices through industry research, formal education and monitoring competitor product offerings to look for best practices. 
  • Measures performance of services offered, as well as develops and implements strategies to improve process or cost effectiveness. 
  • Understands the needs of the business and aligns delivery and implementation plans to support business goals. 
  • Collaborates and coordinates with other delivery managers to deliver highly effective and right sized solutions. 
  • Delivers and drives strategic solutions along with continuous improvement initiatives related to IT service delivery. 
  • Comprehensive knowledge of the field’s policies, procedures, and practices. 
  • Performs complex tasks. 
  • Leads and directs the work of other associates. 
  • Develops and manages staff plans incorporating both internal and external talent to provide skill sets required for effective delivery. 
  • Provides input into personnel decisions, budgeting, planning, and policies, processes, and procedures

Preferred Experience and Skills:

  • Lead development teams and implementation of digital product enhancements working with partners, customers and vendors
  • Manage design, development, implementation and enhancement of new or existing products supporting organization and business line objectives
  • Serve as subject matter expert for all WEST BEND MUTUAL digital offerings, experiences features and functionality
  • Identifies areas of opportunity to improve or enhance WEST BEND MUTUAL digital experiences to drive greater customer satisfaction
  • Develop tactics that enhance customer experience leveraging customer feedback, online trends, benchmarking, marketing/brand activities, click/usage data and tech advancements
  • Partners with execution teams to deliver projects Work with teams to define and refine digital experience strategy across all divisions and department areas, looking to continuously improve the client experience, by challenging the usability, content and functionality
  • Develops techniques that efficiently track and monitor overall performance for the purpose of business intelligence that will guide and enhance current and future digital initiatives
  • Continuously drives new opportunities and work streams that enrich digital experience of consumers 
  • Develops and socializes product vision, strategy, roadmap and key initiatives with stakeholders and teams
  • Must be familiar with evolving trends in digital UX, open source software and best practices
  • Strong interpersonal skills, team oriented, self-organized, self-motivated, and persistently drives for success
  • Big picture thinker with experience using services and API's for integrations using REST based architecture style
  • Experience in digital architecture & design, using products or architecting new experience products to help with West Bend’s digital journey
  • Coordinates resources, established deadlines and assigns responsibilities Monitors the progress of a project(s) and modifies plans to ensure successful outcomes
  • Builds a working relationship with team members, vendors and other departments involved in the projects Strong customer service orientation


  • This position requires a BS in computer science or equivalent degree, and 5+ years of professional software development experience using
  • Enterprise Java technologies Understanding of UX; This person will be leading the building of the platform within West Bend Mutual’s digital capabilities
  • Insurance knowledge and experience preferred
  • Java experience in the development of Java/JEE enterprise applications using JEE,, Spring, Hibernate, Web Services, RESTful, AJAX, JSON, SQL, JUnit, and Maven
  • Solid experience with the following technologies and frameworks is a must -- HTML, JavaScript, CSS, AJAX, AngularJS, Angular, React, React Native, JQuery

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