Sr. Associate - Product Owner, Digital Service Experience

The Product Owner, Digital Service Experience plays a key role in advancing New York Life's digital transformation by defining, prioritizing, and delivering innovative self-service capabilities across IVR, web, and mobile platforms. This role partners closely with Service, Technology, and Agency teams to translate business needs into actionable solutions that enhance client and agent experiences. The position is responsible for driving the digital roadmap, leveraging data and insights to inform decisions, and ensuring the successful delivery of scalable, client-centric solutions that improve operational efficiency and satisfaction. What You'll Do:

• Drive the digital roadmap by identifying, prioritizing, and implementing enhancements across IVR, web, and mobile platforms, including emerging technologies such as OCR to improve end-to-end experiences
• Lead cross-functional initiatives by partnering with stakeholders across Service, Technology, and Agency to deliver high-impact digital capabilities aligned to business goals
• Translate business needs into clear, actionable user stories and requirements, collaborating with technical teams and business analysts throughout the development lifecycle
• Define, track, and analyze KPIs to evaluate performance, inform prioritization, and enable continuous improvement of digital products and experiences
• Lead user acceptance testing (UAT), support issue resolution, and maintain accurate product documentation to ensure quality, transparency, and operational excellence, Job Description: General Summary Supports and performs the following functions alongside store management: customer service, merchandising, omni activities and all inventory-re…

• 19 days ago

• Bachelor's degree and 3-5 years of experience in digital product ownership or a related field
• Strong analytical and problem-solving skills with the ability to interpret complex data and drive actionable insights
• Experience working with Agile methodologies and a solid understanding of SDLC concepts
• Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams
• Experience managing digital products or roadmaps across web, mobile, or IVR platforms
• Ability to operate effectively in a fast-paced, evolving environment with a focus on continuous improvement

Preferred Skills:

• Experience with digital technologies such as AI, OCR, CRM platforms (e.g., Salesforce), or integration with legacy systems
• Familiarity with customer service operations and end-to-end client journey design
• Experience with continuous integration or continuous delivery practices
• Strong understanding of digital analytics and performance measurement frameworks

Salary Range: $90,000-$128,500 Overtime eligible: Exempt Discretionary bonus eligible: Yes Sales bonus eligible: No Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program. Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact. Our diverse business portfolio creates opportunities to make a difference across industries and communities-inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you'll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress. As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what's next, and your growth powers it. Our Benefits We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. to discover more about our comprehensive benefit options or visit our . Our Commitment to Inclusion At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. to learn more about New York Life's leadership in this space. Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the . We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the page of . Visit our to see how our employees and agents are leading the industry and impacting communities. Visit our to learn more about how our company is constantly evolving to meet our clients' and employees' needs. Job Requisition ID: 93931 About NY Life Insurance Company Diversity & Humanity-two values that are deeply rooted in the New York Life culture and have laid the foundation for over 175 years of commitment to our employees, agents, policy owners, and the communities where we live and work. At New York Life you become a valued part of a welcoming, inclusive, and caring culture that has a long-standing legacy in stability and growth. The strength of New York Life revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance, and we want you to be a part of our legacy. As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities. You will be part of a diverse team guided by our belief to always be there for each other-providing the support and flexibility to grow and reach new heights while making an impact in the lives of others. You are our future, and we commit to investing in you accordingly. Visit our to see how our employees and agents are leading the industry and impacting communities. Visit our to learn more about how our company is constantly evolving to meet our clients' and employees' needs.