[Hiring] Senior Associate, Experience Owner, GBS Distribution @New York Life

Role Description

The Distribution Experience Owner is responsible for supporting the design, execution, and continuous improvement of the end-to-end Distribution experience. This role works within established strategic direction to help enhance broker and client outcomes by translating business needs into experience improvements and supporting delivery of prioritized initiatives.

Working within the Group Transformation Office (GTO) model, the Experience Owner partners closely with Product Owners, Business Integration Leads, and technology teams to ensure solutions align with defined experience objectives and are delivered effectively.

What You’ll Do:

• Strategy & Roadmap Execution:
  • Support the execution and refinement of the Distribution experience roadmap aligned to business objectives.
  • Translate experience priorities into epics, features, and user stories with clear requirements and acceptance criteria.
  • Contribute to aligning experience initiatives with measurable outcomes and business goals.
• Discovery & Insights:
  • Conduct and support research activities including journey mapping and feedback collection.
  • Analyze insights to identify opportunities to improve broker and client experiences.
  • Translate findings into actionable recommendations and prioritized enhancements.
• Delivery Collaboration:
  • Partner with Product Owners and delivery teams to execute experience initiatives.
  • Define and validate acceptance criteria to ensure delivered solutions meet intended experience outcomes.
  • Coordinate with cross-functional stakeholders to manage dependencies and support delivery.
• Metrics & Continuous Improvement:
  • Support the definition and tracking of experience KPIs and success metrics.
  • Monitor performance and identify opportunities for continuous improvement.
  • Contribute to enhancements that improve efficiency and experience outcomes.
• Change Adoption Support:
  • Support change management and rollout activities across the Distribution organization.
  • Assist with communications, training, and readiness efforts to enable successful adoption of new capabilities.
• Decision Rights:
  • Contributes to backlog prioritization and roadmap refinement.
  • Provides input into acceptance criteria and Definition of Done.
  • Supports KPI tracking and performance analysis.
  • Influences delivery sequencing in partnership with Product Owners and technology teams.

Key Interfaces:

• Product Owners
• Business Integration Leads
• Delivery Teams
• Other Experience Owners

Qualifications

• Bachelor’s degree and/or equivalent experience
• 5–8 years of experience in financial services or insurance
• Experience in product management, business analysis, or program delivery
• Familiarity with Agile methodologies
• Strong analytical and problem-solving skills
• Effective communication and stakeholder collaboration skills

Requirements

• Works independently with guidance in more complex situations
• Contributes to cross-functional projects of moderate scope and complexity
• Applies advanced knowledge within discipline and working knowledge of related areas
• Solves complex problems through analysis and collaboration
• Influences stakeholders within projects or initiatives to support recommended solutions

Benefits

• Salary range: $100,000 - $120,000
• Overtime eligible: Exempt
• Discretionary bonus eligible: Yes
• Sales bonus eligible: No
• Full package of benefits including leave programs, adoption assistance, and student loan repayment programs