Sr. Associate - Product Owner, Digital Service Experience

Product Owner, Digital Service Experience

Location Designation: Hybrid - 2 days per week

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.

Role Overview:

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.

What You'll Do:

• 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

What You'll Bring:

Required Skills:

• 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

Preferred Skills:

• 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

Pay Transparency

Salary Range: $90,000-$128,500

Overtime eligible: Exempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

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.

Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.