Senior Associate, Experience Owner, GBS Distribution

New York Life • New York, NY

5d • Remote

About The Position

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:
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.
Summary
This role is a strong individual contributor that supports the execution of Distribution experience initiatives, translating strategy into actionable work and partnering across business and technology teams to deliver measurable improvements.

Requirements

• 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
• 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

Responsibilities

• 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
• 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
• 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
• 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
• Support change management and rollout activities across the Distribution organization
• Assist with communications, training, and readiness efforts to enable successful adoption of new capabilities
• 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

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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level