AVP, Web Analytics

AmTrust Financial Services•Southington, CT

10d

About The Position

Overview We are seeking a strategic and hands-on Digital AVP, Web Analytics to launch a new function focused on understanding and optimizing online behaviors of policyholders and agents. This role will initially concentrate on analyzing service-related interactions and journeys, with a growth path to include agent acquisition (quote and issue) behaviors. The ideal candidate combines deep digital analytics hands-on expertise with a passion for customer experience and has the vision to build and eventually lead a high-performing analytics team. This is a newly created function with significant opportunity for growth. The successful candidate will lead the organization to better understand what is possible through these insights and expand the discipline. But, that will only come through immediate execution. This is very much a “show-me” culture. Maintains a solid understanding of AmTrust’s mission, vision, and values. Upholds the standards of the AmTrust organization. Responsibilities Establish and own the web analytics strategy for policyholder and agent service-related behaviors across digital platforms. Analyze user journeys, identify friction points, and deliver actionable insights to improve online service experiences. Develop dashboards and reporting frameworks to track KPIs related to digital service usage, satisfaction, and engagement. Highly collaborative with cross-functional teams (Operations, IT, Marketing) to align analytics initiatives with business objectives. Prepare for future expansion of analytics scope to include agent quote and issue behaviors, supporting digital sales growth. Present findings and recommendations to senior leadership, influencing digital strategy and investment. Ensure data integrity, compliance, and best practices in digital analytics. Monitors operational expenses and develops programs to focus on cost efficiency. Keeps current with market trends and demands. Performs other functionally related duties as assigned.

Requirements

7+ years of experience in web/digital analytics, with a strong focus on customer journey analysis and optimization.
Proven track record of delivering insights that drive measurable improvements in digital service or sales performance.
Expertise with analytics platforms (e.g., Google Analytics, Session Playback), tag management, and data visualization tools (e.g., Tableau, Power BI).
Strong understanding of UX principles, digital marketing, and customer experience design.
Excellent communication skills, with the ability to translate complex data into clear, actionable recommendations.
Experience collaborating across departments and influencing stakeholders at all levels.
Strong understanding of process improvement methodologies and operational best practices.
Demonstrated ability to lead training initiatives and drive adoption of new processes.
Able to make sound business decisions based on relevant data.
Translates strategic direction and client needs into team vision and deliverables.
Leads through change, influences teamwork.
Able to network throughout all levels of the organization.
Proven leadership abilities and strategic thinking.
Strong analytical and problem-solving skills.
Strong employee and client focus.

Nice To Haves

Experience in insurance, financial services, or other regulated industries.
Familiarity with agent and policyholder digital journeys.
Demonstrated ability to build or lead analytics teams.

Responsibilities

Establish and own the web analytics strategy for policyholder and agent service-related behaviors across digital platforms.
Analyze user journeys, identify friction points, and deliver actionable insights to improve online service experiences.
Develop dashboards and reporting frameworks to track KPIs related to digital service usage, satisfaction, and engagement.
Highly collaborative with cross-functional teams (Operations, IT, Marketing) to align analytics initiatives with business objectives.
Prepare for future expansion of analytics scope to include agent quote and issue behaviors, supporting digital sales growth.
Present findings and recommendations to senior leadership, influencing digital strategy and investment.
Ensure data integrity, compliance, and best practices in digital analytics.
Monitors operational expenses and develops programs to focus on cost efficiency.
Keeps current with market trends and demands.
Performs other functionally related duties as assigned.