Experience Owner - Correspondence

Location Designation: Fully Remote 

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.

GBS

The Experience Owner (EO) is a cross-cutting role that champions consistent and compelling user experiences across all system components that support their assigned value stream. The EO of Correspondence is responsible for prioritizing, organizing, and delivering outcomes for our primary business stakeholders (Group Product Leadership, Journey Owners, Operations, and IT).

This role’s assigned value stream will have a specific focus on business activities relating to customer and client correspondence. As such, this role will be heavily engaged with Account Management, Claims / Leave Management, and IT business partners and will support our SMS, email, and print communications.

Responsibilities:

• Collaborate with cross-functional teams to gather requirements for regulatory correspondence requirements and translate them into technical specifications.
• Design and develop solutions using SmartComm platform features and functionalities.
• Co-ordinate and work with the Product Owner and Agile teams to help them translate the complex requirements.
• Collaborate with business analysts, stakeholders, and end-users to identify opportunities for process improvement and optimization across Group Benefit Products
• Responsible for consolidation of business requirements in support of the Portfolio Initiatives
• Responsible for writing (with the agile product manager) the Portfolio Initiatives including describing the experience necessary to win in the market
• Centralizes voice of the market (client, broker, and segment), feedback from Product Manager, Journey Owner, Operations, Distribution, etc. to inform the prioritization
• Responsible for driving the operational and service experience into how we define and accept epics, set priorities on our backlog, etc. This is in part informed by the product strategy but also includes departmental goals, end user feedback, etc.
• Coordinates acceptance of Portfolio Initiatives /"definition of done“

Qualifications 

• Bachelor’s degree in business, health management or related field; with a minimum of 8 years of experience in the group insurance industry.
• 2+ years of experience in document management systems and forms automation tools like SmartComm required.
• Strong understanding of document management principles, best practices, and industry standards.
• Proven track record of developing strong relationships with matrix …