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Field Digital Engagement Specialist

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?

There is not one American Dream - there are 300 million of them. 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, better design, and better technology. We believe in and build inclusive workplaces, where every voice is heard, and diverse perspectives are welcomed. We are looking for someone like you!

As a Digital Engagement Specialist on the Digital Product Field Engagement team, you will focus on one of our several exciting efforts including Advisor Desktop and the Bonding Journey. You will work alongside the senior director or lead engagement specialist as a specialist in the assigned workflow through the eyes of the user. You will conduct/attend meetings and be deep in interaction with our field (including advisors and field leadership) to build meaningful awareness and satisfaction with their experience, including that with digital technology. This role will partner closely with the field on co-creation, training, communication and feedback, and will be instrumental in helping connect product, journey and experience visions with field feedback and usage. The Digital Engagement Specialist will influence and partner with a cross-functional team of Financial Advisors, Product Managers, Software Engineers, Designers, Technology Vendors, and Business Partners in an agile framework to deliver user value and business outcomes.

Primary Duties & Responsibilities

  • Subject matter expert on a single designated field digital technology workflow (cross-system) and an empathetic advocate for field experience with digital technology providing white glove service on escalations for the given workflow

  • Support Senior and/or Lead Specialist in interactions between field and Digital Product Teams providing meaningful field interactions that increase awareness and satisfaction with digital technology, and reinforcing within Digital Product a field-centric mentality to value creation; Provide fact-base to support prioritization, sequencing, and design of digital product enhancements, to maximize value to the field and increase the effectiveness of adoption

  • Support training delivery to our enterprise teams (Home Office ops and support) and field users on digital technology changes to the given digital workflow

  • Represent the field perspective in internal discussions with Digital Product, Communications, Change Management, and business partners; serve as proxy advocates for the field for the designated digital technology workflow(s)

  • Contribute insight to creation and maintenance of field-facing digital product roadmap

  • Conduct relationship calls with key advisors and team members, build trusting and positive relationships; build empathy for field users' experience with technology and the challenges they face

  • Contribute input to change management, readiness & adoption planning as relates to the given digital technology workflow, representing the field perspective and advocating for approaches that increase adoption

  • Be conversant in field user feedback and sentiment to participate in discussions with product teams to support digital product decision-making and backlog prioritization

  • Solicit and document field feedback on technology workflows, working with Product Specialist Team to synthesize and standardize the feedback for incorporation into a centralized data store; maintain the accuracy and cleanliness of the centralized feedback database for given workflow

  • Contribute input for Tech Hub and represent designated technology workflows at field events; support Senior Specialist and/or Lead Specialist during Network Office days for given technology workflow

  • Maintain relationships with select enterprise partners (Digital Product, Engineering, business team members) via regular touchpoints; escalate concerns and shares outcome with senior team members

  • Contribute input as required to support communication regarding workflow enhancements, and impactful technology changes (bugs, enhancements, upcoming releases), including technology workflow/operations-related input to training content

  • Monitor online communities to escalate field posts that may need to be addressed by Product Specialist team, Senior Specialist, or Lead Specialist; or respond directly if appropriate

  • Participate in select field office visits as needed (1-2 per quarter) to deepen understanding of field experience with digital technology, strengthen relationships, and build advocacy within the field for digital technology

Bring Your Best! What this role needs:

  • Bachelor's degree or equivalent work experience in a related role

  • Minimum of 2 years of professional experience

  • Prior experience working with the NM field

  • Background working with designated digital workflows

  • Passion for improving how the field does business and serves clients through valuable digital technology

  • Strong communication, presentation and storytelling skills

  • Adaptability and an ability to work with minimal oversight

  • Deep understanding of field use of digital technology and digital product roadmaps preferred

  • Ability to travel

#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.


FIND YOUR FUTURE

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.