CVP, Senior Experience Owner - Quality Center of Excellence

Location Designation: Hybrid - 3 days per month 

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.

Alternate locations: New York, NY (New York); Chicago, IL (Illinois); Dallas, TX (Texas); Philadelphia, PA (Pennsylvania); Pittsburgh, PA (Pennsylvania); Tampa, FL (Florida)

Role Overview:  
The Senior Experience Owner represents their domain and plays a critical role in driving strategy, execution, and alignment of business capabilities to enable seamless, end-to-end service delivery. In addition to owning portfolio governance and experience outcomes, this role leads high-impact, cross-departmental special projects. Strategic program management responsibilities will have a strong focus on AI and automation investments to scale quality insights, strengthen data-driven decision-making, reduce operational risk, and optimize client and business outcomes.

This strategic leader serves as the connective tissue across the Quality Center of Excellence (CoE) and between business operations and technology—ensuring initiatives are prioritized, integrated, and delivered with discipline against clear, data-backed value measures. The ideal candidate is a collaborative strategist and relationship-builder who can translate insight into action, shape vision, drive execution, and bring clarity and momentum to complex, cross-functional initiatives.

What You’ll Do:  

Strategic Planning & Support

• Develops a strategic plan for the Quality CoE in partnership with the CoE leadership team and cross-functional business leadership.
• Considers broader organizational needs/plans and accelerates the Quality CoE into a future era of increased value. This includes a heavy focus on artificial intelligence and automation activities – roadmapping out a strategic plan, gaining sponsorship by building out robust cost-benefit-analysis plans, and then delivering on the roadmaps as funding and resources are approved.
• Provides strategic oversight across workstreams, ensuring process consistency and reducing operational gaps.
• Enables future-state process design, using technology, AI, and automation investments to streamline operations and optimize strategic outcomes.

Governance, Insights & Impact Measurement

• Establishes and maintains templates for strategic plans, charters, business cases, and cost-benefit analyses.
• Conducts a comprehensive impact assessment that details the impacts to the people, processes, and systems as a result of the project's outcome.
• Defines KPIs to measure the adoption, success, and value of initiatives.

• Acts as a key thought leader for the Quality CoE Executive Insights Dashboard and semi-annual Quality Business Update. Designs and delivers clear and timely reporting and executive updates on domain performance and initiative progress to senior leadership.

Technology Partnership & Representation

• Serves as a trusted partner for each Service business function, facilitating engagement with Technology on project strategy, roadmap alignment, and solution development.
• Represents the business in all roadmap and initiative discussions, ensuring business objectives are reflected in the design and execution of technology solutions.
• Translates business needs into clear, actionable scope and requirements in collaboration with Business Analysts and technical teams.

• Collaborates on the COE’s strategic roadmap, contributing to long-term planning and future-state design.
• Develops and drives business cases, ROI submissions, and capability prioritization in alignment with enterprise goals.
• Supports hypercare and post-launch phases to ensure smooth technology rollouts and adoption.
• Supports prioritization of product backlog (JIRA)

Cross-Functional Alignment

• Coordinates across Service functions to ensure initiatives align with enterprise strategy and support an integrated, end-to-end service delivery model.
• Partners with department leaders to align goals and drive the execution of shared priorities.
• Communicates strategy, milestones, and progress across all levels of the organization.

Program Management & Execution

• Leads execution of Quality CoE strategic special projects that require a high degree of cross departmental coordination and buy in. This includes leading the initiatives from concept through delivery, establishing clear scope, milestones, dependencies, and success measures to ensure initiatives translate into measurable outcomes.
• Consider AI and automation opportunities and lead POCs, as applicable, to develop the CoE AI and automation strategy and eventually carry the strategy through to execution.

Engagement & Communication

• Maintains and leverages a set of tools and skills to elicit internal customer feedback on the diverse Quality CoE capabilities. (For example, focus groups, surveys, useability sessions, interviews, prototyping, and MVPs).
• Demonstrates active engagement and sharing of practices in community practice forums (by role).
• Educates and communicates with internal audiences and stakeholders across all departments of GBS.

What You’ll Bring:

Competencies & Experience Profile

• Strong execution and governance discipline (PI Planning, portfolio management, release cycles, BAT)
• Quality, CX, and service design mindset (journey mapping, Moments that Matter, escalation handling, risk sensing)
• High data literacy with the ability to tell clear, action-oriented stories from dashboards and trends
• Proven ability to lead through influence in highly matrixed environments
• Skilled facilitator of workshops, Kaizen events, and RCPS sessions

• Comfortable operating in ambiguity while imposing structure, clarity, and momentum

Qualifications:

• Extensive Business Experience (7+ Years) - Proven track record in business operations, strategic planning, or transformation roles, ideally with a focus on optimizing enterprise processes and delivering cross-functional initiatives.
• Bachelor’s degree and/or equivalent experience.
• Experience managing complex programs and navigating evolving business needs.
• Demonstrated ability to lead and influence without direct authority in highly matrixed, cross-functional settings.
• Comfortable driving alignment among diverse stakeholder groups, including senior executives, functional leaders, and technical teams.
• Deep knowledge of strategic planning processes, business case development, and value realization frameworks.
• Able to translate high-level business objectives into clear, actionable roadmaps and prioritize initiatives
• Experience working closely with IT and technology teams to define, co-develop, and implement roadmap initiatives.
• Exceptional written and verbal communication skills, with a strong ability to influence, negotiate, and build trust at all levels of the organization.
• Skilled at stakeholder management, expectation setting, and ensuring alignment between business and technical partners.
• Strong background in identifying operational inefficiencies, defining future-state processes, and leading change management efforts.
• Experience managing direct reports or leading teams, with a focus on coaching, development, and performance management.
• Highly adaptable and resilient in fast-paced, ambiguous environments.
• Able to quickly assess situations, define direction, and bring structure and clarity to complex problems.

** This role has a hybrid work schedule - Three (3) days per month onsite. **

Colorado Statement:

It is recommended that all qualified candidates apply to this posting as soon as possible.  Residents of Colorado are hereby notified that the deadline to apply is two weeks from the Posting Date listed above.

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Pay Transparency

Salary range: 120 - 165K (New York City, Philadelphia, Chicago) // 120 - 145K (Tampa, Dallas, Pittsburgh) 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits 

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Diversity Promise 

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

​Job Requisition ID: 93309 

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