Corporate Vice President, Customer Services Experience Owner

 

Location Designation: Fully Remote 

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.

 

Customer Services Experience Owner

 

Role Summary: The Customer Services Experience Owner serves as an integrated business analyst who blends contact center expertise, process leadership, and technical acumen to drive initiatives that enhance the service experience. This role supports the Service Operations business functions and acts as a key enabler of both operational excellence and effective technology delivery.

 

With a strong foundation in contact center practices, including agent workflows, knowledge usage, call handling, and performance management, the Experience Owner ensures that solutions are designed with real-world service insight. This role fosters alignment with enterprise standards, promotes best practices, and supports cross-domain execution through agile, scalable, and well-governed solutions.

 

Primary Responsibilities:

 

1. Business Process Leadership

• Identify and lead process improvement initiatives that enhance efficiency, agent enablement, and customer experience outcomes.
• Partner with stakeholders to ensure that operational processes align with business goals and strategic objectives.
• Drive operational readiness planning and lead change management efforts, including communications, training coordination, and stakeholder engagement.

2. Technical Analysis & System Integration

• Serve as the bridge between business needs and IT solutions by gathering, analyzing, and translating business requirements into functional and technical specifications.
• Lead and support system implementations, enhancements, and integration efforts, ensuring alignment between processes and technology.
• Manage and execute key technical lifecycle activities such as UAT planning, training materials development, and go-live support.
• Translate contact center business needs into functional and technical requirements for systems such as CRM, CcaaS, and knowledge tools.
• Support system implementations, enhancements, and integrations that streamline service delivery and agent productivity.

3. Agile & Project Support

• Represent the business in Agile ceremonies, including PI planning, backlog grooming, sprint reviews, and retrospectives.
• Author user stories and functional documentation to support product development lifecycles.
• Support the planning and execution of strategic projects, working collaboratively across product, technology, and operations teams.

4. Reporting, Analysis, & Continuous Improvement

• Use data-driven analysis to recommend process or system changes that improve efficiency and user experience.
• Conduct root cause analysis and implement corrective actions as part of a continuous improvement mindset.

5. Community, Governance & Knowledge Sharing

• Actively participate in the Experience Owner community to share best practices and align on standards.
• Support knowledge management efforts by maintaining accurate documentation in systems such as Jira, Confluence.
• Facilitate cross-domain collaboration and support governance models that encourage consistency and transparency.

 

Qualifications:

• Bachelor’s degree in Business, Information Systems, Operations, or a related field.
• 8+