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Client Experience Lead

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

What’s the role?

At Northwestern Mutual, we’re changing the way people think about financial planning. We’re redefining and disrupting the industry and changing people’s financial lives with better experiences and better technology. We believe in building inclusive, and diverse workplaces, where every voice is heard. Come help us build for the future.

As a Client Experience Lead, you will use your human-centered design experience to build entirely new, innovative experiences that will result in Northwestern Mutual truly being at the center of our clients' financial lives. You will establish and continually monitor and manage client experiences across our organization. You will also collaborate with matrixed partners to design and deliver critical experience changes while being personally accountable for identifying pain points, defining the desired client behavior and business outcomes, establishing experience acceptance criteria, and decomposing epics into people, process and technology capabilities to deliver across functions. In this role, you are responsible for owning the strategy and execution of work within the respective portfolio.

Primary Duties & Responsibilities:

  • Engages with design partners to use human centered design methods, tools and practices to define end to end client experience

  • Engages with process, design, data and strategy partners to build and maintain current state experience service design blueprint/experience map and empathy map

  • Continuously monitors health of existing experience, identifying pain points and critical experience changes to improve same

  • Engages design and process partners to create future state service design blueprint/experience map

  • Collaborates with delivery partners to decompose experience epics and outcomes into capabilities and a cross functional delivery roadmap

  • Establishes and ensures delivery of experience acceptance criteria

  • Ensures sub journey experience and performance is embedded across relevant financial products and channels

  • Works with Customer Research Lead, HX and FX teams to coordinate and apply customer research & insights

  • Ensures experiences drive integration across financial products and aligns individual digital product strategies, FX and HX experiences

Bring Your Best! What this role needs:

  • Bachelor's degree or equivalent work experience in experience management, design, project management, IT or client operations

  • Background in client experience is preferred

  • Minimum 7 years of experience and a broad, in-depth knowledge-financial services, insurance, annuity, investment products, business operations and/or processes.

  • Experience with leading cross functional teams, managing cross functional projects, dependences and bottlenecks, providing escalations management, anticipating and making trade offs

  • Excellent leadership, strategic, organizational and change agility, and decision-making skills. Learning agile including innovative and curious thinking

  • Business architecture mindset (ability to transform business processes through people, process, technology and information insights).

  • Strong project management skills with the ability to lead large complex projects involving multiple partners, process improvements, communications and change management.

  • Outstanding oral and written communication skills that will allow you to build relationships inside and outside our team and successfully negotiate issues.


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

Required Certifications:

Grow your career with a best-in-class company that puts our client’s interests at the center of all we do. Get started now! 

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.


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.