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Assistant Director- Client Experience Strategy

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

Team & Culture:

Northwestern Mutual’s Client Experience Strategy team creates and orchestrates transformational strategies that are placing our clients at the heart of everything we do. This role will be part of a team of high-powered, aspirational leaders that embody and embrace our dedication to an outstanding client experience and recognize the importance of being at the forefront of innovation in financial services.

We are actively seeking an energetic innovative strategist to join our client experience strategy team. We are looking for someone who has experience applying client-centric insights to define multi-year visions, developing experience-oriented outcomes, and translating those outcomes into portfolios of work. The ideal candidate will be able to operate in ambiguous situations, think laterally, and utilize data to drive decision making.

Primary Duties & Responsibilities:

The Assistant Director of Client Experience Strategy role involves bringing an experience-led background to help craft our client experience vision and multi-year strategy for achieving our vision.

This role partners with senior CX leaders across our 5 signature client Journeys and Digital Product teams (e.g., Mobile) to help make strategic recommendations for large investments and with significant impact on the Company's strategic direction and performance.

This role sits at the intersection of consumer insights, experience design, and product planning to help us strategize and plan for a cohesive, differentiated client experience.

Key focus areas include:

  • Partner with CX Journey teams to define business outcomes across the client lifecycle by continually thinking about our clients, their challenges, and goals as we build new opportunities to engage our clients in innovative ways

  • Synthesize market trends, research, and insights to advise long-term vision and objective for the client experience

  • Support build out of enterprise target client experience vision and partner with stakeholders (e.g., marketing, field, design, etc.) to bring vision to life.

  • Embrace being a pathfinder and change agent for client centricity by embracing new ways of working and building toward joint outcomes

  • Lead workshops with cross-functional VP-level teams to ideate, synthesize, design, and gather feedback on proposed solutions

  • Provide strategic guidance for journeys including navigation of journey-specific needs and creation of tailored strategic frameworks and processes that lead to measurable OKRs and roadmaps

  • Bring insights from journey strategies to the CX Strategy to advise overall vision and end-to-end outcomes. Connect the dots across individual journeys to ensure cohesive end-to-end experience build out

  • Support development of business cases to garner funding including strategy, cost benefit analysis, strategy decomposed into strategic work efforts, dependency analysis, and resource planning

  • Develop presentations to synthesize our recommendations for executives, including the Board of Trustees

You will make an impact by:

  • Defining solutions that break down silos and support cohesive experience for our client, field, and home office audiences

  • Implementing innovative approaches that improve our client experience and shape the way Northwestern Mutual can support their financial goals

  • Changing the way we work by becoming become client experience-led and outcome-driven

What this role needs:

  • Client Experience Expertise : 3-5 years of direct experience in developing client-centric visions, outcomes, key results, and business cases. Developing new ideas into actionable work efforts within the organization by understanding how clients will consume products/services, while balancing business model constraints. Client-centric consulting experience preferred.

  • Data-driven decision-maker : Consistently demonstrates the ability to use data, insights, and information to drive measurable results that move the needle for the organization.

  • Outcomes and key results: Experience setting a variety of outcomes and measurable key results that are, for example, founded in economics, user experiences, and operational efficiencies.

  • Communication Skills : Front-stage presence and ability to offer compelling storytelling across executive partners; ability to create presentations for a wide-variety of audiences, including c-suite quality presentations on short notice.

  • Stakeholder management : Talent for cultivating and managing relationships with stakeholders while aligning on disparate points of view; build relationships and influence decisions at all levels of management.

  • High performer : Experienced working in high-growth, high-velocity, highly matrixed organizations that require both providing direction and influencing outcomes. Organized, proactive and diligent with strong attention to detail to learn about multiple products and clients.

  • Problem-solver : Thrives to find solutions to difficult or complex problems in a structured, hypothesis driven manner.

  • Cross-functional collaborator : Have excellent capability working cross-functionally with various senior partners (e.g. marketing, field force, technology, etc.)

  • Prioritization frameworks : Experience using a structured approach to prioritize a transformational portfolio of initiatives across business value and implement ability, resulting in a defined course of action that drives focus and advises decision making.

  • 8+ years of work experience: Specifically driving strategy development and/or leading strategic, transformational business initiatives

Benefits...

  • Flexible work schedules

  • Employee tuition reimbursement

  • Life and disability income insurance

  • Competitive salary and outstanding benefits- paid holidays and generous paid time off, Medical/Dental/Vision, 401(k) & pension retirement plans, volunteer opportunities, and more!

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This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.


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We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.