Senior Digital Communication Product Owner


Posting Date: Feb 6, 2024

Location: New York, NY, US

Company: New York Life Insurance Co

Job Requisition ID: 89928 


This position requires you to be within commutable distance of: New York, NY (New York); Cleveland, OH (Ohio); Dallas, TX (Texas); Tampa, FL (Florida); White Plains, NY (New York)

Location Designation: Hybrid - 6 days per month 


 Position Summary:


A core element of the transformation for New York Life’s business will be the design and development of end-to-end digital solutions to drive revenue growth, achieve efficiencies, increase client satisfaction, and maintain relevancy as the pace of digitization accelerates. The Digital Service team sits at the heart of that endeavor and will work across the business and with key functional partners including Service, Technology and Agency to create and deliver smart, client-centric, and best-in-class digital solutions to market. 


We are seeking to add a Product Owner to the Digital Services team at New York Life.  The Product Owner is responsible for defining and leading execution of our digital strategy and supporting the Service Organization by identifying and delivering new capabilities on the digital communication roadmap, developing KPI’s to measure success and forming a strong understanding of current business processes to deliver future capabilities.  The Product Owner will play a critical role in digitizing client and agent service communications on modern platforms including, but not limited to, digital notifications, delivery preferences, and eDelivery alongside the broader service technology ecosystem.  

The Product Owner role provides exposure to all business units within Service Org and demands flexible and creative thinking as tasks are highly variable, changing often based on emerging business needs and industry trends.  We are looking for outstanding individuals with excellent analytical and communication capabilities, creative problem-solving skills, project management discipline, and a passion for process improvement.  A strong understanding of technology and distribution needs/practices is a plus.


Major Responsibilities:


• Lead and drive forward our digital communication, eDelivery and contact data management strategy and roadmap through the identification, analysis, and implementation of new and enhanced digital servicing functionality with 
• Drive the enablement and adoption of paperless communications across NYL (email, SMS, push, and eDelivery) 
• Ability to partner and influence drive to digital behavior changes to increase the use of digital experiences
• Ability to lead the creation of new customer bounce process for client communications 
• Ability to influence stakeholders across the organization on delivering to the Digital Communications roadmap
• Ability to make timely, critical decisions and judgement calls for complex strategic projects that will impact the success of the overall Digital Customer Experience Program 
• Ability to work in a high performing team focused on the successful delivery of digital capabilities  
• Understand competitive and industry positions and develop business cases for prioritization of new/enhanced capabilities
• Create comprehensive and concise user stories as needed supporting the future digital capabilities, but owns oversight of all requirements 
• Develop metrics to assist management with assessment of performance for individuals, systems. processes, and other initiatives that support the business' strategic initiatives 
• Define and gather KPIs to measure and monitor progress of digital capabilities and effectiveness on a daily, weekly, and monthly basis to inform real-time course corrections and longer-term enhancements
• Oversight of accurate and auditable product documentation 
• As needed, oversight of day-to-day Digital needs and lead issue investigation and resolution  


Minimum Level of Experience

3-5 years experience


Technical Skills

• Strong understanding of digital communications/notifications and best practices across industry leaders
• Experience managing a product/feature roadmap with multiple stakeholders
• Agile methodology experience required
• Practice of Continuous Integration or Continuous Delivery a plus
• Experience working with CRM platforms (specifically, Salesforce), mainframe and/or web based applications a plus





Salary range: $82,500-$130,500 

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: 89928



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

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