Location Designation: Fully Remote 



When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.





The Experience Owner (EO) is a cross-cutting role that champions consistent and compelling user experiences across all system components that support their assigned value stream. The EO of Correspondence is responsible for prioritizing, organizing, and delivering outcomes for our primary business stakeholders (Group Product Leadership, Journey Owners, Operations, and IT).

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.


  • Collaborate with cross-functional teams to gather requirements for regulatory correspondence requirements and translate them into technical specifications.
  • Design and develop solutions using SmartComm platform features and functionalities.
  • Co-ordinate and work with the Product Owner and Agile teams to help them translate the complex requirements.
  • Collaborate with business analysts, stakeholders, and end-users to identify opportunities for process improvement and optimization across Group Benefit Products
  • Responsible for consolidation of business requirements in support of the Portfolio Initiatives
  • Responsible for writing (with the agile product manager) the Portfolio Initiatives including describing the experience necessary to win in the market
  • Centralizes voice of the market (client, broker, and segment), feedback from Product Manager, Journey Owner, Operations, Distribution, etc. to inform the prioritization
  • Responsible for driving the operational and service experience into how we define and accept epics, set priorities on our backlog, etc. This is in part informed by the product strategy but also includes departmental goals, end user feedback, etc.
  • Coordinates acceptance of Portfolio Initiatives /"definition of done“


  • Bachelor’s degree in business, health management or related field; with a minimum of 8 years of experience in the group insurance industry.
  • 2+ years of experience in document management systems and forms automation tools like SmartComm required.
  • 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.
  • Proven experience acting as an Experience Owner (or Product Owner) in Agile projects building new tools and enhanced capabilities.


Required 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 2 weeks from the Posting Date listed above.





Salary range: $82,500-$122,500 

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.


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: 90417






About NY Life Insurance Company

Diversity & Humanity–two values that are deeply rooted in the New York Life culture and have laid the foundation for over 175 years of commitment to our employees, agents, policy owners, and the communities where we live and work. At New York Life you become a valued part of a welcoming, inclusive, and caring culture that has a long-standing legacy in stability and growth. The strength of New York Life revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance, and we want you to be a part of our legacy.

As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities. You will be part of a diverse team guided by our belief to always be there for each other–providing the support and flexibility to grow and reach new heights while making an impact in the lives of others.

You are our future, and we commit to investing in you accordingly.

Visit our Linkedin to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs.

Required Legal Notices – All Candidates Please Click Here

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