Senior Associate - Digital Experience Program Manager

Location Designation: Hybrid - 3 days per week
The Digital Experience Program Manager will play a pivotal role within the Enterprise Technology Services (ETS) team, leading initiatives that identify, remediate, and transform core customer and employee technology experiences. This individual will drive cross-technology programs to address pain points, improve service quality, and ensure the end-to-end technology experience aligns with New York Life's broader Technology Transformation Strategy.
This role combines strategic vision with program management disciplines, and a strong focus on user experience. The Client Experience Strategy Manager will collaborate with business leaders, IT teams, and technology partners to implement scalable improvements, promote continuous feedback, and embed customer-centricity across all ETS initiatives.
What You'll Do:
Client Experience Strategy & Leadership
• Serve as the advocate for customer and employee technology experiences across ETS programs.
• Identify critical experience gaps and systemic issues impacting end users, executives, and clients.
• Develop and execute strategic roadmaps for addressing technology pain points and improving service delivery.
• Sponsor and lead initiatives that align technology outcomes with business and client expectations.
Cross-Technology Program Management
• Direct large-scale initiatives spanning multiple infrastructure, cloud, collaboration, and end-user computing platforms.
• Define scope, objectives, timelines, and resource requirements for client experience improvement programs.
• Rigorously manage risks, dependencies, and issues across initiatives, ensuring successful outcomes.
• Provide clear reporting and program status updates to senior leadership and governance forums.
Continuous Improvement & Feedback Loops
• Build mechanisms to capture, analyze, and prioritize feedback from clients, employees, and executives.
• Facilitate retrospectives and reviews to uncover root causes of recurring issues and identify opportunities for process optimization.
• Promote a culture of continuous improvement, embedding client-centric metrics and KPIs into program delivery.
• Drive the adoption of automation, AI, and self-service solutions to enhance customer and employee experiences.
Stakeholder Engagement & Communication
• Partner with business units, IT leaders, and external partners to ensure alignment of technology initiatives with enterprise goals.
• Act as the primary liaison for client experience strategy across ETS and enterprise-wide forums.
• Deliver executive-level communications, including dashboards, reports, and strategic recommendations.
Governance & Financial Stewardship
• Ensure client experience initiatives are aligned with strategic themes, budgetary goals, and financial targets.
• Validate/track financial forecasts and ensure value delivery across programs.
• Represent client experience strategy in governance boards, portfolio planning sessions, and enterprise forums.
What You'll Bring:
• 8+ years of IT or technology strategy experience with a focus on program management and service improvement.
• Proven success in leading large, complex, multi-stakeholder technology initiatives.
• Strong background in customer or employee experience strategy, ideally in enterprise technology environments.
• Excellent communication and executive presence, with the ability to influence senior leadership.
• Skilled in identifying root causes of technology service issues and driving cross-functional solutions.
• Strong facilitation and stakeholder management skills across distributed teams.
• Proficiency with tools such as JIRA, Confluence, and service management platforms.
Desired Skills
• Familiarity with end-user computing, collaboration platforms, IT support workflows, or device/software lifecycle processes.
• Knowledge of modern infrastructure technologies.
• Experience embedding continuous improvement and client experience metrics into program delivery.
• Strong problem-solving ability and capacity to lead in high-pressure, critical situations.
• Background in financial services or regulated industries.
Education
• Bachelor's degree in business, technology, or related field preferred but not required.
Pay Transparency
Salary Range: $121,000-$160,000
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.
Company Overview
At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.
Our diverse business portfolio creates opportunities to make a difference across industries and communities-inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you'll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.
As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what's next, and your growth powers it.
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 Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life's leadership in this space.
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.
Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.
Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs.
Job Requisition ID: 92648