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Sr. 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 Sr. Field Digital Engagement Specialist on the Digital Product Field Engagement team, you will work on one of our several exciting efforts including Advisor Desktop and Field Rewards Modernization. This individual will work alongside the senior director or lead engagement specialist as a subject matter expert in the assigned workflow through the eyes of the user. You will conduct/attend meetings and be deep in interaction with the field (including advisors and field leadership) to create meaningful awareness and satisfaction with their experience, including that with digital technology. You will act as a critical partner to connect the input of our field users into digital product management and creation! You will build positive relationships with field representatives and enterprise partners to ensure field representation and feedback aligns to digital product creation. Northwestern Mutual is committed to helping our clients achieve financial security, and this role will give our advisors the best tools and technology to empower our clients make the best financial choices.

Primary Duties & Responsibilities:

  • Demonstrate expertise on 2-3 smaller or 1 complex designated field digital technology workflow(s) (cross-system) and an empathetic advocate for field experience with digital technology, while providing white glove service on critical issues for the given workflow(s)

  • A liaison and "advocacy layer" between field and Digital Product Teams providing meaningful field interactions that increase awareness and happiness with digital technology, and reinforcing within Digital Product a field-centric mentality to value creation; Influence prioritization, sequencing, and design of digital product enhancements, to maximize value to the field and increase the efficiency of adoption

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

  • Collaborate with Product Specialist Team on planning for Tech Hub at field events; Represent designated technology workflow(s) at events; be a storyteller and present at Network Office days

  • Manage relationships with select internal business partners via regular touchpoints; advance concerns and shares outcome with team lead

  • Work together with Product Specialists to serve as a centralized communication channel to the Field regarding workflow enhancements, and impactful technology changes (bugs, enhancements, upcoming releases); Provide technology workflow/operations-related input to communication and training content creation

  • Support training delivery to internal partners and field users on digital technology changes

  • 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), balancing the tension between ensuring we deliver value to the field and adhering to internal milestones and business objectives

  • Support the Product Specialist and Digital Product Team in creation and maintenance of field-facing digital product roadmap

  • Support change management, readiness & adoption planning as relates to field digital technology, representing the field perspective and advocating for approaches that maximize adoption; Understand the implications of product decisions on field workflows and practice operations, and provide this input to change management planning

  • Influence digital product roadmaps utilizing understanding of user feedback and sentiment to have in-depth discussions with product teams and business partners

  • 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

  • Supervise online communities to respond to field posts

  • Visit select field offices (2-4 per quarter) to deepen understanding of field experience with digital technology, strengthen relationships, and build advocacy within the field for digital technology

  • Serve as support for mid-level team members

Bring Your Best! What this role needs:

  • 5+ years of professional experience desired

  • Prior experience working with the NM field as a Product Specialist, Field Specialist, or experienced Client Advocacy support lead

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

  • Proven business acumen

  • Excellent communication, storytelling, and presentation skills

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

  • Self starter with resourcefulness and adaptability

  • Ability to travel

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

#LI-POST

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.


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.