Head of Telephony Experience


Date: Dec 5, 2018

Location: New York, NY, US

Company: New York Life Insurance Co

Alternate locations: Cleveland, OH (Ohio); Jersey City, NJ (New Jersey); Tampa, FL (Florida)


New York Life Insurance Company is the largest mutual life insurance company in the United States. Founded in 1845 and headquartered in New York City, New York Life reported 2017 operating earnings of $2.06 billion. Total assets under management at year end 2017, with affiliates, totaled $586 billion.


New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody’s Aaa; Standard & Poor’s AA+ (Source: Individual independent rating agency commentary as of 8/1/17).


Financial strength, integrity and humanity—the values upon which New York Life was founded—have guided the company’s decisions and actions for over 170 years.



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, Marketing and Agency to create and deliver smart, client-centric, and best-in-class digital solutions to market. There are 4 main channels in the Digital Service team:  Client facing digital experiences (nyl.com private site), Telephony experiences (IVR etc), Desktop experiences (tools and applications for our Service Professionals to serve our customers including SalesForce CRM), and Field Solutions (digital solutions to support our agents/advisors in the field) The CVP Digital Support Team lead will play a critical role in supporting the digitization of all four channels.


We are seeking a Leader for the Telephony Experience group. 


Key Responsibilities:

  • Directs and oversees execution of service channel plan for phone channel technology;
  • Leads a team of Digital Product Owners who are responsible for building and maintaining our telephony platforms and experiences. 
  • Is responsible for setting and leading the overall Telephony strategy and roadmap
  • Define and monitor Key Performance Indicators (KPIs) and identify metrics necessary to measure the impact to the business, system performance, and customer experience;
  • Owns our digital roadmap through the identification, analysis, and implementation of new and enhanced digital servicing functionality.
  • Leads prioritization and sequencing of projects through telephony governance process.
  • Ability to  lead and influence large scale, high profile digital initiatives
  • Ability to make timely, critical decisions and judgement calls that will impact the overall success of an initiative and overall Digital Program
  • Understand competitive and industry positions and develop business cases for prioritization of new/enhanced capabilities
  • Creating comprehensive and concise user stories supporting the future digital capabilities.
  • Support day-to-day Digital needs and lead issue investigation and resolution 



  • Proven success in implementing voice technology solutions for medium to large companies (2 million seats+)
  • Preferred experience with Agile practices and methodologies
  • Excellent understanding of development concepts and SDLC methodologies
  • Project management discipline, and a passion for process improvement
  • Demonstrated experience in working in major IVR technologies including DTMF and natural language, Computer Telephony Integration, voice recording,and operational analytics
  • Experience with voice technology tools like Nuance, Cisco and Verint.
  • Experience with vinbound and outbound dialers
  • Experience with voice biometrics
  • Experience with capabilities like courtesy call back





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