Job Description

A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. Its a career journey you can be proud of, and youll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. Recognized as one of Fortunes Worlds Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. We invite you to bring your talents to New York Life, so we can continue to help families and businesses Be Good At Life. To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

This hands-on role consults with stakeholders to understand business problems, translates functional and non-functional requirements, designs solutions into the optimal end to end experience and delivers results. The BA Digital Experiences is responsible to critically evaluate information gathered from multiple sources, contributes to the vision of the next evolution of the customer experience and partners with cross functional teams within Technology and Business to drive delivery of those experiences.

Key Responsibilities:

* Work across internal functions, encouraging discussions and clearly communicate amongst key stakeholders to facilitate a coordinated effort that is crucial to the health of the overall customer and agent experience
* Partner with Digital, Marketing, Service and Agency teams to contribute to and evolve the Customer Experience strategy and determine priorities for action on a continuous basis
* Applies a design thinking approach to address significant opportunity areas for customer and agent experience improvement, driving successful customer-centric transformation by leading change programs, influencing and partnering across internal functions and businesses to realize the target state
* Creates journey maps, business process flows, wireframes, business and technical requirements and other innovative visuals to facilitate translation of the end state product
* Understands leading edge digital platforms to connect end-to-end experiences
* Influences team members and business partners by explaining the impact of designing/development with the end user in mind, along with potential system limitations

Required Skills:

* Bachelor's degree in a STEM or Business field or equivalent
* 3+ years experience in UX design and research
* Proven experience executing projects using Agile Methodologies, working across multiple scrum teams
* Proven experience working with Front End Digital Technologies and developing requirements for the experience layer
* Be well-versed with the latest tools and methodologies in design thinking, customer experience strategy, the role of technology in customer experience optimization, and customer journey and service design
* Results-oriented individual with a very strong work ethic and must be able to demonstrate excellent negotiation, communication, and problem-solving skills
* Ability to act independently with sound business judgment and thrive in an environment with diverse communication styles
* Ability to prepare and present oral and written documents clearly and concisely
* Exhibit comprehensive knowledge of the work requirements demonstrated by an in-depth understanding and use of advanced principles, theories, and practices associated with Business Analysis
* Strong attention to accuracy and detail
* Proven ability to work across boundaries, building strong relationships across technology and business
* Proven ability to demonstrate curiosity and confidence in questioning stakeholders to ensure the problem statement and outcomes are properly understood and defined
* Ability to negotiate and navigate difficult or ambiguous situations, adapt and work effectively with a variety of situations, individuals and technologies
* Takes ownership and accountability
* Ability to work as part of a distributed product team
* Forward thinking; ability to identify potential risks and issues, proactively providing recommendations for mitigating
* Actively participate and collaborate within Agile teams to effectively plan and execute deliverables for each sprint
* Embraces diversity and inclusion of thought
* Strong desire to develop and advance own skills through self-study, hands-on and shadow learning, formal instruction

Preferred Skills:

* 3+ years executing projects using Agile Methodologies and tooling such as Rally/Jira
* Previous experience within the Life Insurance or Wealth Management domain

LI-JP1

EOE M/F/D/V

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Job Requisition ID: 83153