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Experience Strategist 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 with the scale of a Fortune 100 company. We’re redefining and disrupting the industry while 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 Experience Strategist Lead is a core member of the Customer Experience(CX) Journey team responsible for building the CX strategy 3+ years into the future to bring forward the voice of the customer to identify and deliver critical customer-impacting solutions through people, processes, and platforms. This role works across multiple internal and external partners to build a seamless end-to-end experience. You will relentlessly advocate for our customers while understanding the role other key stakeholders, such as advisors and home office, play in delivering seamless experiences to our clients!

Primary Duties & Responsibilities:

  • Understand client, advisor, and home office experience improvement opportunities; uncover needs, and build new strategies to solve for them innovatively

  • In collaboration with the research team, commission research to understand client and advisor needs. Be familiar with and comfortable using a variety of qualitative and quantitative research approaches to guide research needs and analyze findings

  • Partner with Design to facilitate discovery and ideation workshops across multiple teams to articulate a strategic vision

  • Build experiential strategies to address unmet client or advisor needs in connection with CX strategy leaders, Design, product, and other business partners

  • Conduct market scans to assess unexplored opportunities for NM. Understand the total addressable market of experiential opportunities, and define/learn about NM’s target market

  • Partner with teams such as Product, Enterprise Process Automation, Marketing, Legal, and Design to define experiential requirements and map a cross-functional plan to implement the vision

  • In collaboration with the Design and product team, guide the early design of new experience artifacts, including (but not limited to): Strategic Narratives, MVPs, low-resolution prototypes, personas, journey maps, and service blueprints

  • In collaboration with research, write experimental hypotheses, success criteria, design a test plan, and monitor the learnings to facilitate decisions for new experiences. Document the findings and uncertainties. Share outcomes of takeaways with leadership

  • Work with business partners to ensure to build the future state vision collaboratively

  • Cohesively and easily distill key customer insights from different data sources to identify key opportunities to move customer experience forward

Interpersonal Skills

  • Ability to communicate clear and concise expectations and requirements with multi-disciplinary stakeholders at all levels.

  • Outstanding ability to build presentations to showcase new insights and bring the experience to life

  • Commendable story-telling skills to present sophisticated data-driven experiences/insights into simple, compelling narratives in both verbal and written form

  • Ability to build and facilitate exploratory workshops - Audiences range from individual contributors to C-suite executives

Leadership skills

  • Proven track record of leading teams in agile and lean practices

  • Ability to manage partner expectations and facilitate decisions across highly sophisticated business processes to successfully deliver end-to-end projects, working through barriers along the way across multiple teams and departments.

  • Experience leading small teams or projects to tackle sophisticated problems; uses analytical thought to exercise judgment and identify innovative solutions

  • Innovative leader with the ability to find opportunities and influence organizations to gain support and overcome resistance with data and persuasion

Client-Centric attitude skills

  • Experience meeting the needs of clients across a variety of channels throughout the customer’s lifetime cycle

  • Ability to understand the current state to bring insight and expertise into how customer needs have changed over time to ensure the business continuously meets these needs

  • Experience applying critical thinking to provide the best experience for customers

  • Passion and curiosity for defining how we deliver the most effortless experience to our customers every single time

Basic Qualifications

  • Bachelor's degree or equivalent work experience in strategy, digital transformations, or client operations.

  • Subject matter expertise in customer experience initiatives, customer insights, or CX strategies

Compensation Range:

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Please note that this is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additional information relating to location-based pay structures.

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.

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


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.