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Experience Lead

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

Northwestern Mutual is seeking an Experience Lead to bring their passion, background and applicable skills for defining future client experiences. If this sounds like you, then this may just be the opportunity you’ve been looking for! This role will be part of the Enroll Journey, which is comprised of a team of professionals who are responsible for defining the application, underwriting and welcoming experience across both risk and investment product purchases at Northwestern Mutual. Specifically, you can expect to collaborate with matrixed partners across the enterprise to decompose epics into people, process, and technology capabilities in effort to deliver the target experience for your area of accountability. Additionally, you will have responsibility for owning the strategy and execution of work within the underwriting and decision experience

Primary Responsibilities

  • Drive detailed analysis of experiences across products looking at three pillars: people, processes and platforms (channels) as input into sub journey strategy

  • Identify critical takeaways and strategic insights and develop experience strategies aligned with strategic outcomes that deliver against journey OKR’s across channels

  • In ideation phase, work across journeys to author omnichannel experiences that deliver against the CX channel strategy for their journey.

  • Work in partnership with Design (UX), BPE, UX, ECX to co-create strategic themes based on emerging market trends for the current and future state of the journey.

  • In ideation phase, facilitate cross-functional enterprise partnership to align experience strategy with enterprise and CX strategy.

  • Work with Design to co-lead/facilitate opportunity identification and subsequent ideation around solutions grounded in the voice of the customer and reduce friction for the field that unites customers that may have different agendas.

  • Build criteria for determining tradeoffs and controls to improve risk mitigation in high-risk reward areas of the client experience.

  • Socialize and drive the importance of experience with key partners while developing ambassadors to achieve client experience maturity.

  • Engage with the field and client to co-create future experiences, gather reactions to proposed experiences, and provide feedback/improvement ideas on implemented.

  • Continuously assess the experience using data to identify gaps/ barriers and future improvements to deliver a leading proven experience

  • Collaborate with change management to ensure field friction is removed when enabling new experiences across all three pillars (People, Processes and Platforms)

Qualifications:

  • 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, interpersonal and change agility, and decision-making skills. Learning agile including innovative and curious thinking

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

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

  • Outstanding oral and written communications skills with the proven track record to build relationships inside and outside team and successfully negotiate issues.

#LI-POST

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.

If you work or would be working in Colorado or outside of a Corporate location, please click here for information pertaining to compensation and benefits.


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