Product Owner - Service Organization

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Date: Oct 14, 2021

Location: New York, NY, US

Company: New York Life Insurance Co

 

When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.

 

 

 

 

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 supporting the Service Organization by delivering new capabilities on the digital roadmap that support the Agent Experience, 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 both client and customer service representatives experiences on modern platforms.

 

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.

 

Primary Responsibilities:

  • Execute on our digital roadmap through the identification, analysis, and implementation of new and enhanced digital servicing functionality
  • Ability to independently lead and influence large scale, high profile digital initiatives including the business case across multiple digital platforms
  • Define service agent experience and deliver capabilities that support service professionals, agents and customers through increased transparency and functionality
  • Own the Agent Service Request Experience and transactions, working closely with Agency, Compliance, Legal and Technology to define efficient process
  • Be a liasion for field service for capabilities they need to support Agency
  • Ability to make timely, critical decisions and judgement calls that will impact the overall success of an initiative and overall of products owned
  • Understand competitive and industry positions and develop business cases for prioritization of new/enhanced capabilities
  • Create comprehensive and concise business requirements with no oversight
  • Assist with the iterative development of business requirements by collaborating with business analysts throughout a project's lifecycle
  • Lead and perform user acceptance testing, as well as develop test plans to ensure deliverables meet business customer's expectation
  • 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
  • Develop and maintain accurate and auditable product documentation
  • Support day-to-day Digital needs and lead issue investigation and resolution 

 

Qualifications:

  • 3+ years of experience developing/managing digital capabilities required
  • Experience managing a product roadmap with multiple stakeholders
  • Agile methodology experience required
  • Practice of Continuous Integration or Continuous Delivery
  • Experience working with CRM platform (specifically, Salesforce.com), web, mainframe and other service web based applications

 

 

#LI-KK1

 

 

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 our Foundation. 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 www.NewYorkLife.com.J

Job Requisition ID: 84193

 

 


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