Location Designation: Hybrid - 3 days per week 

 

 

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

 

 

 

The Digital Service team is at the forefront of New York Life's digital transformation, creating and delivering innovative and client-centric digital solutions across the business and with key functional partners. We are looking for a Senior Product Owner to join our team and provide product leadership over Retrieval Augmented Generation (RAG) and other conversational chatbots that will enhance the service experience for our agents, clients, and customer service representatives.

 

The Senior Product Owner will be responsible for refining and executing the roadmap for our RAG and chatbot capabilities, developing KPIs to measure success, and collaborating with various stakeholders throughout the organization to ensure alignment and integration. The successful candidate will leverage their expertise with natural language understanding, retrieval and search technologies and methodologies, conversational design, and data curation and stewardship to create engaging knowledge and transactional chat experiences that drive operational efficiency and delight our various constituencies.

The Senior Product Owner role offers exposure to all business units within the Service Org and requires flexible and creative thinking, as the tasks are highly variable and change often based on emerging business needs and industry trends. We are looking for outstanding individuals with excellent leadership, analytical, and communication skills, creative problem-solving abilities, project management discipline, and a passion for process improvement.

Major Responsibilities:

• Lead and drive forward the digital strategy and roadmap for the RAG and chatbot products, identifying and implementing new and enhanced functionality that will improve the efficiency, satisfaction, and engagement of our users
• Formulate and refine existing strategies specific to RAG and chatbot capabilities, ensuring that they are aligned with the Service OKRs (Objectives and Key Results) and any complementary efforts in other digital channels, and that they leverage appropriate technologies and best practices in natural language processing, machine learning, and knowledge retrieval
• Independently lead and influence the end-to-end product development life cycle, including the business case, user research, design, development, testing, and deployment of new capabilities
• Ability to make timely, critical decisions and judgement calls for complex strategic projects that will impact the success of the overall Customer and Field Service Experience Program
• Ability to demonstrate leadership behaviors within a high performing, cross-functional team focused on the successful delivery of digital capabilities
• Understand competitive and industry positions and develop business cases for prioritization of new/enhanced capabilities
• Create comprehensive and concise user stories as needed to support the future digital capabilities and own oversight of all requirements and their implementation
• Develop metrics to assist management with assessing the performance of digital capabilities that support the business' strategic initiatives
• Define and gather KPIs to measure and monitor progress of digital capabilities and effectiveness on a daily, weekly, and monthly basis to inform real-time course corrections and longer-term enhancements
• Oversight of accurate and auditable product documentation
• As needed, provide oversight of day-to-day Digital needs and lead issue investigation and resolution

Qualifications:

• Bachelor’s Degree and a minimum of 5-7 years of related experience
• Experience developing/managing digital capabilities required
• Solid understanding of NLU/NL