Group Benefit Solutions deliverscomprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life's legacy of beingthere when we're needed most. Here, you'll design, implement, and support these solutions directly impacting employees' lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.
Customer Services Experience Owner
Role Summary: The Customer Services Experience Owner serves as an integrated business analyst who blends contact center expertise, process leadership, and technical acumen to drive initiatives that enhance the service experience. This role supports the Service Operations business functions and acts as a key enabler of both operational excellence and effective technology delivery.
With a strong foundation in contact center practices, including agent workflows, knowledge usage, call handling, and performance management, the Experience Owner ensures that solutions are designed with real-world service insight. This role fosters alignment with enterprise standards, promotes best practices, and supports cross-domain execution through agile, scalable, and well-governed solutions.
Primary Responsibilities:
1. Business Process Leadership
- Identify and lead process improvement initiatives that enhance efficiency, agent enablement, and customer experience outcomes.
- Partner with stakeholders to ensure that operational processes align with business goals and strategic objectives.
- Drive operational readiness planning and lead change management efforts, including communications, training coordination, and stakeholder engagement.
2. Technical Analysis & System Integration
- Serve as the bridge between business needs and IT solutions by gathering, analyzing, and translating business requirements into functional and technical specifications.
- Lead and support system implementations, enhancements, and integration efforts, ensuring alignment between processes and technology.
- Manage and execute key technical lifecycle activities such as UAT planning, training materials development, and go-live support.
- Translate contact center business needs into functional and technical requirements for systems such as CRM, CcaaS, and knowledge tools.
- Support system implementations, enhancements, and integrations that streamline service delivery and agent productivity.
3. Agile & Project Support
- Represent the business in Agile ceremonies, including PI planning, backlog grooming, sprint reviews, and retrospectives.
- Author user stories and functional documentation to support product development lifecycles.
- Support the planning and execution of strategic projects, working collaboratively across product, technology, and operations teams.
4. Reporting, Analysis, & Continuous Improvement
- Use data-driven analysis to recommend process or system changes that improve efficiency and user experience.
- Conduct root cause analysis and implement corrective actions as part of a continuous improvement mindset.
5. Community, Governance & Knowledge Sharing
- Actively participate in the Experience Owner community to share best practices and align on standards.
- Support knowledge management efforts by maintaining accurate documentation in systems such as Jira, Confluence.
- Facilitate cross-domain collaboration and support governance models that encourage consistency and transparency.
Qualifications:
- Bachelor's degree in Business, Information Systems, Operations, or a related field.
- 8+ years of experience in contact center or service operations, with deep understanding of agent workflows, metrics, and performance management
- Proven experience in business analysis and technical system implementation
- Familiarity with contact center technologies (e.g., CcaaS, knowledge systems, CRM, WFM tools)
- Strong knowledge of process mapping, documentation tools, and data analysis platforms.
- Proven experience in Agile environments (e.g., SAFe), including participation in ARTs and Scrum teams.
- Excellent communication skills with the ability to translate technical topics to business stakeholders and vice versa.
- Strong organizational, analytical, and problem-solving capabilities.
- Collaborative team player who thrives in cross-functional environments and can influence without authority.
Reporting & Structure:
- Deployed to business domains in alignment with project priorities and strategic initiatives.
- Partners closely with Senior Experience Owners who lead functional domains
Pay Transparency
Salary range: $116,000-$166,000
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.
Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location.In addition to base salary, employees may also be eligible to participate in an incentive program.
Our Benefits
We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.Click hereto discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Diversity Promise
We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.
Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.
Job Requisition ID: 92924
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What We Do
At New York Life, our 180-year legacy of integrity, mutuality, and financial strength fuels a future defined by bold transformation.
As the largest mutual life insurance company in the U.S., we operate on behalf of our policy owners—not shareholders. That structure allows us to take a long-term view, investing in people, purpose, and innovation that endures.
Guided by a clear enterprise vision to become a technology-, data-, and AI-powered company, we’re modernizing our platforms, rearchitecting experiences, and embedding intelligence across our products and services.
Our mission has always been about helping people through life’s most meaningful moments. Today, technology is amplifying that mission—enabling us to serve clients, advisors, and communities in more personalized, proactive ways.
With a diversified business portfolio spanning insurance, investments, retirement, group benefits, and direct-to-consumer offerings, New York Life delivers the stability of a Fortune 100 company with the agility of one that’s continuously evolving.
We’re powered by a values-led culture, inclusive teams, and a shared belief that when our people thrive, so does our company. Here, tradition fuels momentum—and your ideas, energy, and growth power what’s next.
Why Work With Us
New York Life is transforming from the inside out—blending 180 years of trust with the velocity of innovation. What makes us different is our culture: grounded in integrity, humanity, and shared success—values that show up in how we work, lead, and grow. If you want a place where innovation has purpose—build what's next with us.
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