Senior Associate, Digital Service Product Owner

Job Requisition ID: 91055 

Location Designation: Hybrid - 2 days per week 

Business Unit Overview:

Join Service, the engine powering exceptional experiences for New York Life's clients, agents, and beneficiaries.  You'll play a vital role in creating seamless customer experiences that build trust and loyalty. Whether directly supporting clients throughout their life insurance needs, crafting strategic initiatives, or building innovative digital solutions, your work directly impacts the quality of every interaction. 

Role Overview:

The Digital Service Product Owner role you are describing focuses on leading and managing digital initiatives within a business, with a particular emphasis on digital servicing functionality, agent experiences, and customer-facing platforms. Here’s a more specific breakdown of the responsibilities, with additional emphasis on collaboration and coordination among teams:

What You’ll Do:

• Lead the identification, analysis, and implementation of new or enhanced digital servicing functionality.

• Align digital initiatives with broader business objectives and the digital transformation strategy.

• Independently lead large-scale projects across multiple digital platforms (e.g., Client Portal, Automation, Modernization efforts).

• Define and continuously improve the service agent experience, ensuring functionality and transparency are maximized.

• Perform market research and industry analysis to inform business cases for new or enhanced capabilities.

• Lead the creation of comprehensive, high-quality business requirements independently, ensuring clear communication of objectives.

• Work closely with business analysts and stakeholders to iterate and refine requirements throughout the project lifecycle.

• While leading the UAT process, develop detailed test plans to guide the UAT process and ensure end-to-end quality of the product.

• Define KPIs and performance metrics that assess the effectiveness of digital capabilities and their impact on business goals.

• Support the digital service needs on a daily basis, troubleshooting issues and escalating as necessary to ensure continuity.

• Collaborate across teams to develop plans for new features and ensure smooth implementation. Provide training materials, maintaining stakeholder alignment, and acting as the liaison between business users and technical teams to meet business needs.

What You’ll Bring:

• Bachelor’s degree required

• Product Management experience

• Knowledge/experience with Agile methodology

• Ability to execute a digital roadmap

• Ability to independently 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, of products owned

• Understanding of competitive and industry positions and ability to develop business cases for prioritization of new/enhanced capabilities

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Pay Transparency

Salary Range:  $100,000-$130,000 

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.

Please note: This role requires FINRA Associated Person pre-hire fingerprinting.

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.

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Job Requisition ID: 91055