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Field Experience Delivery Lead - Generative AI

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

At Northwestern Mutual, our vision is to deliver financial security to help our clients live their best lives by choice. A key pillar of our vision and success is our strong, vibrant sales force. This role sits within the Career Distribution (CD), which is at the forefront of working across the home office and sales force as one team to achieve the sales and growth objectives the company expects, while delivering the experience our distribution needs and deserves.


As the EFX Delivery Lead, you are the primary interface between digital product, engineering and the business unit, leading the team in the delivery of work, mitigating risks and advancing the field experience priorities cross functionally. In this role, you will set major cross-departmental delivery objectives; oversee project planning coordination and business integration to ensure effective strategy implementation; establish measurement systems and targets; develop appropriate structure, process and procedures to enable project activities including business-area development, process re-engineering, and technical/systems support. You will negotiate budgets and resource allocation, facilitating timely communication between all stakeholders. Above all, you are a strategic thinker who takes ownership of issues, moving between diverse tasks with cooperation and persistence to motivate and bring out the best in those around you.

Primary Duties and Responsibilities

  • Sets project /support delivery objectives that impact the organization, business processes and system technology.

  • Oversees the project/support planning coordination and business integration to ensure effective implementation of departmental and cross-departmental strategies.

  • Establishes measurement systems, targets, and processes to realize the business value.

  • Assists with function management of the division to ensure optimum efficiency, effectiveness and quality by overseeing division strategies, goals, budgets, operating policies and procedures; and compliance with laws/regulations.

  • Sets major cross-departmental project/support delivery objectives that impact the organization, business processes and system technology.

  • Develops appropriate structure, process and procedures to enable project/support activities.

  • Oversees the strategic operational planning and execution to ensure effective implementation of department and cross-departmental strategies may include the following

  • Project/support activities

  • Business-area development

  • Process re-engineering

  • Technical/systems support

  • Focuses on innovative solutions, advanced

  • Negotiates project/support budget and assignment of resources with department and cross-department key partners based on drives and objectives.

  • Assists with the development of communication strategy and executes communications with business clients, IS Dept, vendors, field and senior management to build consensus, sell ideas and influence change that affect the business environment.

  • Manages relationship with business clients to ensure key communications are addressed and expectations are managed.


  • Bachelor's Degree with an emphasis in MIS, Business or related field preferred OR a significant amount of directly related work experience beyond the minimum required for the position.

  • Minimum 10 - 13 years experience/knowledge of business operations and processes.

  • Proven ability to apply knowledge and perspective across departments.

  • Proven management skills including negotiating, leadership, delegation, planning and organization.

  • Proven ability to be responsive to changing business needs, manager and prioritize concurrent assignments and handle ambiguity.

  • Proven ability to anticipate future consequences and trends accurately.

  • Demonstrated commitment to continue improvement of customer service and support.

  • Proven ability to identify and cultivate relationship with key stakeholders representing a broad range of functions and levels.

  • Ability to build strong external networks with people in the industry and/or profession.

  • Proven ability to lead decision making process through idea sharing and consensus building.



Compensation Range:

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Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting 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 additiona l 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.