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Program Manager, Consumer Experience
New York Life Insurance
New York, NY, United States
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New York Life Insurance Company is the largest mutual life insurance company in the United States. Founded in 1845 and headquartered in New York City, New York Life reported 2017 operating earnings of $2.06 billion. Total assets under management at year end 2017, with affiliates, totaled $586 billion.
New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody’s Aaa; Standard & Poor’s AA+ (Source: Individual independent rating agency commentary as of 8/1/17).
Financial strength, integrity and humanity—the values upon which New York Life was founded—have guided the company’s decisions and actions for over 170 years.
Corporate Vice President - Program Manager, Consumer Experience
Your Impact
New York Life's newly established Marketing team is seeking a highly qualified and experienced individual to help drive the newly developed Consumer Experience group based in New York, NY. This team is on the forefront of the next stage of New York Life’s evolution to a digital, consumer-centric organization – to empower our customers with the financial security to Be Good at Life. This is a unique opportunity to play a key role in driving the strategy and execution for an emerging enterprise-focused capability.
How you will fulfill your potential:
The Consumer Experience team is focused on the strategies, design, measurement, analytics and improvement to meet business objectives across marketing, sales, and service and ensure our clients have connected experiences to help them achieve greater financial security and peace of mind. This professional is expected to utilize an expert understanding of consumer experience strategy and methods and NYL’s organization, infrastructure, policies, and business strategy to facilitate the implementation of high-priority activities. This person will lead strategic programs and multiple large-scale projects simultaneously with multiple responsibilities.
Responsibilities and Qualifications:
The role responsibilities include:
• Partner with stakeholders across multiple groups to understand and capture business strategies/priorities, scope, and needs and prioritize and translate them into CX team initiatives across design, measurement, analytics, and improvement efforts
• Drive coordination across key initiatives across the organization
• Provide in-depth support with interpretive thinking to define problems, anticipate future issues, and develop innovative solutions to unique and complex problems
• Drive project execution, continuously and pro-actively monitor project execution against the baselined project plan while managing risks / issues and cross-functional dependencies
• Lead through immersion in the needs and preferences of each project, including analyzing large amounts of data and developing key insights. Work with Project Sponsors to document business case / cost benefit analyses
• Support the teams in developing presentations to senior management
• Manage own deadlines / timeframes, proactively escalating issues as needed
• Work with other CX team members to ensure we are bringing the breadth and depth of capabilities to bear
Basic Qualifications:
• Bachelor's Degree required, Project Management training or graduate degree preferred
• 7-10 years of experience in a similar role
• Strategic thinker and analytical mind who is comfortable executing on various high-visibility priorities
• Subject matter expert in the basics of experience design (research, design thinking, prorotyping), CX measurement (surveys, key metrics), analytics, project management (estimation, project planning, resource planning, issue management, risk management, change management, communication planning)
• Proven leader with a track record of collaborating in a matrixed organizational structure
• Must be comfortable functioning as an individual contributor and as a collaborator across groups
• Requires experience managing communications across teams
Preferred Qualifications:
• Experience of having worked on a large scale marketing program, ideally within a large financial institution or a financial product development company
• Exceptional problem-solving skills
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