Change Readiness and Communication Lead


Date: Mar 18, 2023

Location: New York, NY, US

Company: New York Life Insurance Co

Location Designation: Hybrid 



When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.




Change Readiness and Communication Lead

The Change Readiness & Communications team of the New York Life Service organization is accountable for ensuring the 2,200+ Service professionals that support our clients and agents are positioned to successfully implement changes in the operational landscape.  The team engages with partners across the Service organization and the New York Life enterprise to identify and ensure all impacts to the customer and employee experience are incorporated into change planning efforts.
Change Readiness & Communications serves as the central point of intake, prioritization, communication and oversight for all readiness planning to include changes to products, processes, procedures and technologies for Service across all customer engagement channels. The Change Readiness & Communications lead will play a key role in ensuring that operational changes meet their objectives through employee adoption and usage.  Working with Service Change Strategy the team lead assists in the development of associate change readiness and communication planning as it relates to strategic and organizational transformations.
The team lead will be responsible for actively engaging with executive level stakeholders to identify the strategic priorities for their respective teams and determine how the Change Readiness & Communications team can support those objectives through communications, management messaging, targeted training and performance support resources, and other employee engagement techniques and strategies to drive and enable specific business outcomes.  The team lead will partner with teams across the Service organization including Risk, Compliance, Training, Knowledge Management, Quality and Project Management to effect change in knowledge, skills or behavior of the service population, and to sustain that change. 

The lead will provide primary direction and ownership of new processes and tools related to the intake, prioritization, scheduling and execution of work from numerous customer groups that make up the Service Organization.

The lead will manage a team of change professionals in building/deploying/administering readiness and communications, providing guidance on best practices in adoption and in contributing to overall readiness plans for properly prioritized and approved changes within the Service Organization.  The lead will set the strategic direction for the change team, ensure alignment with broader organizational priorities, identify and onboard high caliber talent, and provide ongoing coaching and feedback to continuously engage his/her team.  


  • Bachelor’s Degree
  • A minimum of 7 years of operations change readiness and project management experience
  • Demonstrated understanding of related disciplines to change, including training, quality control, communications management
  • Demonstrated track record of developing individuals in change readiness and communication techniques
  • Preferred certifications: PROSCI and/or Lean/Six Sigma; Solid understanding and experience executing the full change readiness cycle
  • Proven ability to quickly earn and maintain the trust of sponsors and key stakeholders; set direction and approach; resolve conflict; execute with limited information and high levels of ambiguity
  • Leverage and demonstrate experience successfully driving structured, well-organized change across a large organization. Use the ADKAR model to address Awareness, Desire, Knowledge, Ability, and Reinforcement when planning for large changes.   Expert PowerPoint and Excel skills.  Ability to analyze information for reporting and decision-making purposes.  Create influential stories and develop using PowerPoint.
  • Effectively utilize analytical tools such as turnaround times, readership, and other key data elements to determine effectiveness of change readiness approach
  • Experience with Microsoft Power Apps preferred 



Salary range: $160,000-$180,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 


Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.


Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.


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. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of


Job Requisition ID: 88671



Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

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