Senior Associate, Experience Owner, GBS Distribution

 

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.

 

 

 

Role Overview:  

The Distribution Experience Owner is responsible for supporting the design, execution, and continuous improvement of the end-to-end Distribution experience. This role works within established strategic direction to help enhance broker and client outcomes by translating business needs into experience improvements and supporting delivery of prioritized initiatives.

 

Working within the Group Transformation Office (GTO) model, the Experience Owner partners closely with Product Owners, Business Integration Leads, and technology teams to ensure solutions align with defined experience objectives and are delivered effectively.

 

 

What You’ll Do: 

Strategy & Roadmap Execution

• Support the execution and refinement of the Distribution experience roadmap aligned to business objectives
• Translate experience priorities into epics, features, and user stories with clear requirements and acceptance criteria
• Contribute to aligning experience initiatives with measurable outcomes and business goals

 

Discovery & Insights

• Conduct and support research activities including journey mapping and feedback collection
• Analyze insights to identify opportunities to improve broker and client experiences
• Translate findings into actionable recommendations and prioritized enhancements

 

Delivery Collaboration

• Partner with Product Owners and delivery teams to execute experience initiatives
• Define and validate acceptance criteria to ensure delivered solutions meet intended experience outcomes
• Coordinate with cross-functional stakeholders to manage dependencies and support delivery

 

Metrics & Continuous Improvement

• Support the definition and tracking of experience KPIs and success metrics
• Monitor performance and identify opportunities for continuous improvement
• Contribute to enhancements that improve efficiency and experience outcomes

 

Change Adoption Support

• Support change management and rollout activities across the Distribution organization
• Assist with communications, training, and readiness efforts to enable successful adoption of new capabilities

 

Decision Rights

• Contributes to backlog prioritization and roadmap refinement
• Provides input into acceptance criteria and Definition of Done
• Supports KPI tracking and performance analysis
• Influences delivery sequencing in partnership with Product Owners and technology teams

 

Key Interfaces

• Product Owners
• Business Integration Leads
• Delivery Teams
• Other Experience Owners

 

 

What You’ll Bring:

• Bachelor’s degree and/or equivalent experience
• 5–8 years of experience in financial services or insurance
• Experience in product management, business analysis, or program delivery
• Familiarity