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Role Description

The Digital Engagement Program Lead is a forward-thinking strategist and hands-on program owner responsible for designing, implementing, and optimizing data-driven, AI-enabled engagement solutions that transform how agents experience and interact with the business. This is a business-side role within the Sales/Distribution organization, focused on driving agent engagement, adoption, and performance in close partnership with IT and other enterprise functions. The role is accountable for business outcomes (agent engagement, adoption, productivity), while partnering with IT for technical implementation, security, and infrastructure.

The Program Lead combines expertise in digital engagement, artificial intelligence, analytics, and product-like ownership of engagement platforms with strong project management and cross-functional leadership. This role partners with technology and business stakeholders to design, deploy, and continually enhance digital engagement programs that personalize agent experiences, drive business results, and sustain Mercury’s leadership in digital innovation.

Responsibilities

• AI-Driven Engagement Strategy & Solution Development
  • Develop and deliver the long-term vision, roadmap, and tactical plans for the Intelligent Engagement program, ensuring strategies are aligned with organizational goals, agent needs, and future trends.
  • Architect and launch engagement programs that utilize artificial intelligence, automation, and advanced analytics to create personalized, timely, and relevant interactions across the agent journey.
  • Identify use cases and scalable opportunities for predictive modeling, agent segmentation, recommendation engines, and targeted outreach to increase engagement and participation.
  • Stay ahead of emerging AI technologies, proactively evaluating and adopting innovative features and digital tools to maintain a best-in-class engagement platform.
• Program Leadership, Management & Operational Excellence
  • Lead cross-functional teams, coordinating with IT, data science, marketing, change management, and field partners to pilot, scale, and continuously improve AI-driven engagement solutions.
  • Oversee the successful day-to-day management of engagement platforms, ensuring reliable deployment, ongoing maintenance, agent support, and optimal performance of digital tools.
  • Manage relationships with technology vendors and external partners, negotiating contracts, monitoring service delivery, and ensuring seamless integration with internal systems.
• Analytics, Insights & Reporting
  • Define, monitor, and analyze key performance indicators (KPIs), dashboards, and advanced analytics to assess the effectiveness and impact of engagement programs.
  • Conduct both quantitative and qualitative analyses, translating data-driven insights into actionable recommendations for program refinement and innovation.
  • Prepare and deliver clear, insightful reports and presentations to leadership, showcasing results, emerging engagement patterns, and potential areas for investment.
• User Experience & Change Management
  • Champion an intuitive, user-centric approach to AI tool and solution design, gathering regular agent feedback to ensure solutions are practical, effective, and valued by end users.
  • Collaborate with communications, learning, and development teams to drive seamless rollouts, create user guides and training materials, and build best-practice resources to increase adoption and maximize platform value.
  • Facilitate feedback loops and establish mechanisms for ongoing agent and stakeholder input to continually refine the user experience and support change management efforts.
• Compliance, Data Privacy & Responsible AI
  • Ensure all engagement programs and AI solutions adhere to data privacy laws, ethical standards, and organizational/regulatory requirements.
  • Champion the responsible, fair, and transparent use of data and AI, maintaining up-to-date documentation, robust security, and clear protocols for compliance.
• Innovation, Industry Benchmarking & Continuous Learning
  • Actively monitor advancements in AI, engagement technologies, and best practices across and beyond the insurance industry, identifying new opportunities to differentiate Mercury’s agent experience.
  • Lead internal pilots, rapid prototyping, and experimentation with new engagement technologies and methodologies, creating a culture of curiosity, innovation, and evidence-based decision making.
  • Share learnings, outcomes, and recommendations across the organization to elevate overall digital and engagement acumen.

Qualifications

• Education:
  • Bachelor’s degree in Business, computer science, data analytics, digital marketing, or a related field.
• Experience:
  • 3+ years of experience with digital engagement, AI technologies, or data-driven marketing programs.
  • Experience in the P&C insurance industry and working cross-functionally with teams such as marketing, field/sales, compliance, or IT.
  • Preferred: Experience implementing machine learning or AI-driven solutions in sales engagement, communications, or marketing.
  • Preferred: Experience with digital adoption or transformation projects.
• Skills & Abilities:
  • Strong analytical, technical, and project management expertise.
  • Proficiency with AI and automation tools, digital analytics platforms, and data visualization.
  • Ability to translate complex technical concepts for non-technical stakeholders.
  • Strong communicator, collaborator, and user advocate.
  • Innovative mindset, adaptable to rapid change, and eager to pilot new ideas.
  • High attention to detail with commitment to data privacy and compliance.

Benefits

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

Company Description

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.