Director, Digital Transformation, Broker Connect

Unum•Portland, ME

17h

About The Position

The Director, Digital Transformation Broker Connect is responsible for leading the operational readiness, governance, and ongoing strategic planning for Broker Connect and related workstreams. This role ensures that newly built capabilities—spanning onboarding through claims—are effectively scaled, supported, and adopted across the organization. The Director oversees day‑to-day operational execution while also driving long‑term program governance for a highly visible, complex, and cross‑functional portfolio. This leader partners closely with Client Success, IT Platform Partnerships, and senior business stakeholders to ensure the organization is prepared to support new capabilities, processes, and enhancements associated with Broker Connect. The Director will translate strategic priorities into actionable plans, align stakeholders, guide decision‑making, and ensure operational teams are trained, ready, and able to deliver a consistent and excellent experience for brokers and internal partners. The role includes people leadership, with responsibility for managing, coaching, and developing direct reports. The Director plays a critical role in fostering clarity, alignment, and accountability across the program, and must balance both strategic thinking and hands‑on operational execution.

Requirements

Bachelors degree, or equivalent relevant business experience. Masters degree is a plus.
8+ years of experience delivering value to customers through problem solving, analytics, and/or digital assets, or equivalent relevant experience.
Proven understanding of customer journey and behaviors & expectations to invest in technology
Drive Digital Transformation through customer adoption, user experience labs, marketing campaigns, etc.
Demonstrate proven experience in project delivery and risk management.
Demonstrated people leadership experience, including coaching and developing team members.
Experience in leading and building a change culture with stakeholder management, Operational readiness & buy-in with strong communication
Ability to think and execute at both a strategic and operational level
Proven leadership ability with ability to lead, coach and develop others.
Excellent problem solving and critical thinking ability with strong understanding of Agile methods
Experience building and presenting complex cost benefit analysis to obtain buy in from senior leaders for company investment.
Experience delivering data and/or digital based solutions that have a direct impact on customer experience.
Strong skills in conducting and analyzing qualitative and quantitative research and turning the results into actional recommendations.
Proven results focusing on quality delivery and delighting customers; holds self to high standards of delivery
Collaborative team player; able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization.
Some travel may be required

Nice To Haves

Preferred familiarity with broker distribution, small‑market broker personas, or operational support models and prior insurance industry experience.

Responsibilities

Play a key leadership role in technology and process assessment of an assigned organization and present digital solution recommendations to senior leaders.
In close partnership with the Product Owners, provide direct input into long term technology and digital roadmap strategy for the assigned functional area to ensure that solutions align with company strategy and will have a significant impact on operational readiness, customer experience and financial ROI.
Create business plans for assigned projects, including the development of complex financial cost benefit modeling.
Research, analyze and synthesize significant amounts of information to quantify and identify business opportunities and issues
Leverage broad business and transformational subject matter expertise to design digital solutions that align with strategic objectives, support business goals and delivery efficiency gains to reduce costs to operational areas while improving the experience for our customers.
Simplify and reimagine processes in order to create transformational experiences through digital assets
Develop and implement change management plans while also acting as a champion of change leading organizations through digital oriented transformations.
Independently conduct complex quantitative and qualitative analysis of both the external marketplace trends as well as existing internal processes to recommend and influence actional recommendations.
Constantly operate with a customer centric mindset and ability to analyse most important components of customer engagement that can help drive business solutions and improve customer experience.
Lead and drive large transformational projects with a focus on utilizing data driven analysis to drive outcomes that will improve customer experience and operational readiness for digital solutions.
Leveraging complex data models to tell a story, effectively present and influence senior leaders on innovative digital solution recommendations
Proactively identify learning opportunities to increase both technical and operational knowledge of the industry and company.
Serve as a transformational leader by mentoring lower level transformational specialists and at times directly managing a small team of professionals.
Establishes strong, effective and collaborative partnerships with key business area leaders, project managers and subject matter experts to identify specific business opportunities or to address business needs or problems and help build effective solutions.
Collaborate with Product Owners and IT development professionals, while managing across journey and technical dependencies to deliver value.
Through strong commercial awareness, identifies and recommends opportunities to leverage digital based technology solutions to improve business performance and improve customer experience.
Maintain strong knowledge of emerging external trends in digital technology solutions.
Thinks with the mind of the end customer at all times, ensuring solutions seek to improve the customer experience and delight their customers.

Benefits

Award-winning culture
Inclusion and diversity as a priority
Performance Based Incentive Plans
Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability
Generous PTO (including paid time to volunteer!)
Up to 9.5% 401(k) employer contribution
Mental health support
Career advancement opportunities
Student loan repayment options
Tuition reimbursement
Flexible work environments