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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.

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.

The Client Experience Lead will be accountable for the omni-channel service experience for particular service journeys across products and across channels.

Collaborates with matrixed partners to decompose epics into people, process and technology capabilities to deliver the target sub journey experience. Is responsible for owning the strategy and execution of work within their respective portfolio.

Primary Duties & Responsibilities:

  • Accountable for translating sub-journey experience and defining experience acceptance criteria

  • Collaborate with delivery partners to decompose epics into delivery features

  • Identify omnichannel touchpoints and operational processes impacted

  • Work with Experience Designer and Process Lead to build and maintain a sub journey service design blueprint

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

  • Ensure experience meets acceptance criteria

  • Work with Customer Research Lead, HX and FX teams to understand customers and their needs, applying customer research & insights

  • Align financial product, digital product, FX and HX experiences

  • Understand nuances of personas

  • Work with business partners to ensure nuances of sub journey experience are surfaced in experience mapping

Knowledge, Skills & Abilities:

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

  • Background in client experience is preferred

  • Minimum 7 years of client operations experience with a broad, in-depth knowledge of insurance, annuity, investment products, business operations and/or processes. Significant business knowledge and versatility is critical

  • Experience with 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

  • Understanding of human centered design and intentionally designing experiences

  • Previous experience designing, deploying, measuring, and improving omni-channel service channels and experiences

  • 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 stakeholders, process improvements, communications and change management.

  • Outstanding oral and written communications skills with the shown ability to build relationships inside and outside team and successfully negotiate issues.


  • Flexible work schedules

  • Employee tuition reimbursement

  • Life and disability income insurance

  • Competitive salary and outstanding Benefits- paid holidays and generous paid time off, medical benefits, retirement plans, volunteer opportunities, and more!


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.