Sr. Associate - Product Owner, Digital Service Experience - 93931

New York Life Insurance Co•Cleveland, OH

1d•$90,000 - $128,500•Hybrid

About The Position

Join Service Experience, 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 confidence, trust and loyalty. Whether you’re directly supporting clients throughout their life insurance needs or implementing innovative digital solutions, your work impacts the quality of every interaction. The Product Owner, Digital Service Experience plays a key role in advancing New York Life’s digital transformation by defining, prioritizing, and delivering innovative self-service capabilities across IVR, web, and mobile platforms. This role partners closely with Service, Technology, and Agency teams to translate business needs into actionable solutions that enhance client and agent experiences. The position is responsible for driving the digital roadmap, leveraging data and insights to inform decisions, and ensuring the successful delivery of scalable, client-centric solutions that improve operational efficiency and satisfaction.

Requirements

Bachelor’s degree and 3–5 years of experience in digital product ownership or a related field
Strong analytical and problem-solving skills with the ability to interpret complex data and drive actionable insights
Experience working with Agile methodologies and a solid understanding of SDLC concepts
Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams
Experience managing digital products or roadmaps across web, mobile, or IVR platforms
Ability to operate effectively in a fast-paced, evolving environment with a focus on continuous improvement
FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting

Nice To Haves

Experience with digital technologies such as AI, OCR, CRM platforms (e.g., Salesforce), or integration with legacy systems
Familiarity with customer service operations and end-to-end client journey design
Experience with continuous integration or continuous delivery practices
Strong understanding of digital analytics and performance measurement frameworks

Responsibilities

Drive the digital roadmap by identifying, prioritizing, and implementing enhancements across IVR, web, and mobile platforms, including emerging technologies such as OCR to improve end-to-end experiences
Lead cross-functional initiatives by partnering with stakeholders across Service, Technology, and Agency to deliver high-impact digital capabilities aligned to business goals
Translate business needs into clear, actionable user stories and requirements, collaborating with technical teams and business analysts throughout the development lifecycle
Define, track, and analyze KPIs to evaluate performance, inform prioritization, and enable continuous improvement of digital products and experiences
Lead user acceptance testing (UAT), support issue resolution, and maintain accurate product documentation to ensure quality, transparency, and operational excellence