Experience Implementation Owner

 Job Requisition ID: 90972 

Location Designation: Fully Remote 

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.

Role Overview:

Reporting to the Head of Solutions, the Experience Implementation Owner is a cross-cutting role that champions consistent and compelling client experiences across all correspondence system components. This position will own the deployment strategy for our Employers omni-channel correspondence suite across our products: Disability, Absence, Voluntary Benefits, and Life.

This role’s assigned value stream will have a specific focus on business activities relating to customer and client correspondence. As such, this role will be heavily engaged with Account Management, Claims / Leave Management, and IT business partners and will support our SMS, email, and print communications.

What You’ll Do:

• Lead change management initiatives related to the deployment and evolution of correspondence systems, ensuring smooth transitions and minimal disruption to business operations.
• Act as the primary liaison between Account Management, Claims/Leave Management, and IT business partners to align correspondence strategies with business needs.
• Champion and ensure consistent, compelling client experiences across all correspondence channels, including SMS, email, and print communications.
• Regularly review and refine correspondence content and delivery methods to enhance client satisfaction.
• Facilitate cross-functional collaboration to address and resolve correspondence-related issues.
• Track performance metrics related to client and customer correspondence, identifying areas for improvement and implementing enhancements.
• Provide training and support to ensure successful adoption of new processes or technologies.
• Generate and analyze reports on correspondence performance, including client engagement and feedback metrics.
• Provide actionable insights and recommendations based on data analysis to inform strategic decisions.

What You’ll Bring:

• Bachelor’s degree in business, health management or related field; with a minimum of 10 years of experience in the group insurance industry.
• Strong understanding of document management principles, best practices, and industry standards.
• Proven track record of developing strong relationships with matrix partners, distribution, and vendors.
• Ability to identify strategic needs and lead with little or no direction, resource key projects, and drive sound business direction based on market findings.
• Open minded and creative – seeks ‘out of box’ solutions.
• Ability to provide leadership and direction to cross-functional teams to ensure successful outcomes.
• Goal oriented and personally accountable; resourceful and self-directed.
• Ability to work effectively in dynamic, rapidly changing, team-based environment.
• Act with agility and start up mentality; be prepared to engage quickly, switch gears, and take the next best action.
• Strong knowledge of Group Benefits (Leave Management, Disability, Life, and Supplemental Health) required; Experience with business process modeling and data modeling preferred.

Competencies:

• Results - Proven track record of developing successful relationships with third party vendors, exceeds goals and key performance indicators; evidence of the ability to consistently make good decisions through a combination of analysis, wisdom, experience, and judgment; high level of business acumen, problem solving, project management, and creative resourcefulness.
• Strategic and drive innovation - Ability to think strategically, anticipate future consequences and trends, and incorporate them into the organizational plan.
• Relationship Building - Enterprise thinker with proven ability to influence across a matrix environment.  Ability to develop strong relationships across all levels of the organization, and with external partners. 
• Communication - Strong and effective communication skills; ability to create and communicate a compelling vision internally and externally. 
• Action Oriented - Enjoys working hard and looks for challenges; able to act and react as necessary, even if limited information is available; not afraid to take charge of a situation; can overcome resistance to leadership and take unpopular stands when necessary.

It is recommended that all qualified candidates apply to this posting as soon as possible.  Residents of Colorado are hereby notified that the deadline to apply is 1 week from the Posting Date listed above.

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Pay Transparency

Salary range: $120,000-$150,000 

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.

Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location. In addition to base salary, employees may also be eligible to participate in an incentive program.

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.

​Job Requisition ID: 90972