Digital Enablement Analyst

At AIG, we are reimagining the way we help customers to manage risk. Join us as a Digital Enablement Analyst to play your part in the transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

Make your mark in Digital Enablement

Aspart of AIG’s Digital and Direct Marketing team, the Digital Enablement team is at the forefront of shaping how we connect with our customers online. We drive strategy and deliver solutions that strengthen customer interaction, boost engagement and improve conversion. By combining digital capabilities with direct marketing expertise, we create intuitive, user-friendly experiences that make it easier for consumers to understand, access and benefit from our solutions.

How you will create an impact

Sitting at the intersection of business, technology and design, you will be responsible for driving the development and optimisation of digital experiences and enablement initiatives that address market needs while creating viable business opportunities. Acting as the voice of the customer, you will leverage a deep understanding of customer interactions, analytics and user insights to recommend, design and implement solutions that drive success across platforms.

This role requires both strategic insight and executional focus, balancing an appreciation of existing processes with the ability to identify enablement opportunities, analyze performance trends, and deliver innovative solutions that achieve business goals.

Key accountabilities would include:

o Digital Product Management

· Own digital projects and drive end-to-end delivery to enhance operational efficiency, capture business opportunities and elevate user experience

· Develop a deep understanding of consumers’ needs to drive the success of AIG’s digital experience and product offerings

· Analyze market trends, competitor landscape, customer behaviour, to form an outside-in perspective

· Translate business and customer requirements into user stories, product specifications, wireframes and development requirements

· Work closely with relevant stakeholders on the development, QA, UAT, release, and market launch of products

· Conduct usability reviews and support user testing activities to identify enhancement opportunities

· Develop and execute adoption, communication and change management strategies to maximise the uptake and effectiveness of digital solutions internally and externally.

· Collaborate across functions, including insurance product teams, IT, marketing, customer insights, customer service, finance, claims, legal, corporate communications, to deliver products that meet consumers’ needs

· Maintain good stakeholder communications on project goals, requirements, timelines, status, risks and key milestones

o Design and Prototyping

· Partner with developers and business stakeholders to iterate and improve digital experiences

· Create wireframes, clickable prototypes, user flows and customer journey maps using Figma to communicate requirements and validate solutions with stakeholders.

· Maintain design system standards and ensure consistency across digital touchpoints where applicable

o Performance Tracking and Optimisation

· Define and monitor success metrics, KPIs and reporting frameworks for digital products and journeys

· Analyze digital performance metrics, customer behavior and feedback to identify optimisation opportunities that improve conversions, user growth, retention and engagement

· Establish and maintain end-to-end online journey tracking, dashboards and reporting

· Utilise digital analytics, customer journey and experimentation tools to identify opportunities, measure outcomes and improve digital performance metrics.

· Develop reports and presentations that translate digital insights into actionable business recommendations

· Support A/B testing, experimentation frameworks and data-driven optimisation initiatives

o Digital Tools and Asset Management

· Manage website content and champion change requests

· Manage email marketing platform and support external communications

· Create product strategy documents and business cases to illustrate use cases and ROI

What you’ll need to succeed

· 3-5 years working experience in product management, digital, or related roles

· Strong understanding and appreciation of a customer’s digital journey

· Prior experience and proficiency in the use of tools (software, platforms, systems, applications, or solutions) for CMS, project management, UI/UX, prototyping and web analytics

· Hands-on experience using Figma for wireframing, prototyping, user flows, customer journey mapping and stakeholder collaboration, with the ability to translate business requirements into experience designs.

· Knowledge of design systems, UI/UX best practices, and responsive design concepts

· Proficiency in research and analysis with a keen interest in data analysis

· Highly focused and creative thinker who is enthusiastic about making objective decisions based on evidence and data while balancing business goals

· Self-motivated and directed with the ability to work both autonomously as well as in collaboration with other stakeholders

· Strong business acumen and clarity of mind to navigate constraints and solve complex problems

· Strong interpersonal skills with the ability to convey complex information and manage both technical and non-technical stakeholders

· Strong written and oral communication skills

Ready to win together? We would love to hear from you.