at New York Life Insurance Company in Cleveland, Ohio, United States
Job Description
Job Requisition ID:90510
Location Designation:Hybrid - 2 days per week
*Must be within commutable distance of Cleveland, OH or New York,NY*
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.
A core element of the transformation for New York Life's business will be the design and development of end-to-end digital solutions to drive revenue growth, achieve efficiencies, increase client satisfaction, and maintain relevancy as the pace of digitization accelerates. The Digital Service team sits at the heart of that endeavor and will work across the business and with key functional partners including Service, Technology and Agency to create and deliver smart, client-centric, and best-in-class digital solutions to market.
We are seeking to add a Product Owner to the Digital Services team at New York Life. The Product Owner is responsible for supporting the Service Organization by identifying and delivering new capabilities on the digital roadmap, developing KPI's to measure success and forming a strong understanding of current business processes to deliver future capabilities. The Product Owner will play a critical role in digitizing both client and agent experiences on our IVR, web, and mobile app platforms.
The Product Owner role provides exposure to all business units within Service Org and demands flexible and creative thinking as tasks are highly variable, changing often based on emerging business needs and industry trends.
We are looking for outstanding individuals with excellent analytical and communication capabilities, creative problem-solving skills, project management discipline, and a passion for process improvement. A strong understanding of technology and distribution needs/practices is a plus.
Digital Experience Specifics:
Understands online user experience basics including usefulness of the mobile app & website, adherence to functionality, usability, influence, and visual design
Convey online and mobile self service business requirements to the technical development team
Convey the vision (based on data) of the new self service capabilities through IVR, desktop, and/or mobile
Assist in creating the training material and communications of enhancements to educated our service professionals on the updates made
Manage the enhancements, strategic direction and tactics for digital self service experiences
Strong in depth knowledge of Customer Service and the state of the business today including visions and challenges to strategically enhance self service for maximum value
Avid user of desktop (online) and mobile technology plus a deep interest in technology solutions
Strategically strong and able to connect business challenges and online strategy/tactics.
Understands business processes of clients and agents through multiple service channels
Responsibilities:
Drive forward our digital roadmap through the identification, analysis, and implementation of new and enhanced digital servicing functionality.
Ability to independently lead and influence large scale, high profile digital initiatives
Ability to make timely, critical decisions and judgement calls that will impact the overall success of an initiative and overall Digital Program
Understand competitive and industry positions and develop business cases for prioritization of new/enhanced capabilities
Creating comprehensive and concise user stories supporting the future digital capabilities.
Assist with the iterative development of business requirements by collaborating with business analysts throughout a project's lifecycle
Lead and perform user acceptance testing, as well as develop test plans to ensure deliverables meet business customer's expectation
Develop metrics to assist management with assessment of performance for individuals, systems. processes, and other initiatives that support the business' strategic initiatives
Define and gather KPIs to measure and monitor progress of digital capabilities and effectiveness on a daily, weekly, and monthly basis to inform real-time course corrections and longer-term enhancements
Develop and maintain accurate and auditable product documentation
Support day-to-day Digital needs and lead issue investigation and resolution
Qualifications:
Bachelor's Degree
3-5 years of experience
Preferred experience with Agile practices and methodologies
Excellent understanding of development concepts and SDLC methodologies
Salary range:$90,000-$135,000
Overtime... For full info follow application link.
