Digital Experience Specialist

Group 1001

Zionsville, IN

Full Time

Senior

3 days ago

Job Description

About the Role

The Digital Experience Specialist is responsible for supporting and optimizing the company's customer-facing website, handling production issues, training internal teams, supporting engagements with wholesalers and advisors, and recommending enhancements based on user data and feedback. This role is part of a consumer-centric, technology-driven insurance company committed to delivering exceptional self-service experiences and fostering a collaborative, outcome-oriented culture.

Key Responsibilities

Serve as the primary point of contact for incoming website production issues.
Accurately understand, document, and analyze reported problems.
Determine the right escalation path and ensure timely resolution.
Communicate status and outcomes clearly to stakeholders.
Identify and analyze trends in production issues and user feedback.
Recommend and prioritize improvements to the website experience.
Collaborate with product, technology, and business teams to scope and deliver enhancements.
Develop and deliver training sessions to internal sales teams and service representatives on website capabilities.
Partner with Marketing to create clear, engaging materials (e.g., guides, videos, FAQs) to support training and self-service adoption.
Serve as a subject matter expert for the website's features and best practices.
Join calls with wholesalers, advisors, and their assistants to demo new features or answer questions.
Help promote adoption by showcasing the value and ease of digital self-service.
Monitor usage metrics and production issue trends.
Leverage data to inform prioritization of improvements.
Provide regular reporting and insights to leadership.

Requirements

Bachelor's degree in Business, Computer Science or similar, or experience in lieu of education.
Five to eight years' experience in customer experience, digital support, training, or product support (ideally in insurance, financial services, or related industries).
Strong analytical and problem-solving skills; ability to triage issues effectively.
Excellent communication and interpersonal skills.
Comfort presenting to both internal teams and external partners.
Ability to translate complex topics into easy-to-understand guidance.
Data literacy—ability to interpret usage trends and recommend actions.
Familiarity with annuity or insurance products and distribution channels.

Nice to Have

Experience supporting advisors, wholesalers, or back-office partners.
Background in user experience, digital product management, or training development.

Qualifications

Experience in customer experience, digital support, training, or product support.
Knowledge of insurance or financial services preferred.

Benefits & Perks

Opportunities to directly impact the digital experience of customers and distribution partners.
Exposure to strategic initiatives and leadership.
Comprehensive health, dental, and vision insurance plans.
Basic and Supplemental Life Insurance, Short and Long-Term Disability.
Immediate access to Employee Assistance Program and wellness programs.
Participation in the company's 401K plan with matching contributions.

Working at Group 1001

Group 1001 emphasizes collaboration, communication, core business focus, risk management, and striving for outcomes. The company is committed to providing a supportive work environment where employee differences are valued, fostering a culture of dignity, respect, understanding, and appreciation of individual and group differences.

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