Job Description

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

Whats the role?

* If you have a passion, the background and applicable skills for defining future client experiences, this may just be the opportunity youve been looking for! This role will be part of the Enroll Journey, which is comprised of a team of professionals who are responsible for defining the application, underwriting and welcoming experience across both risk and investment product purchases at Northwestern Mutual.

* Specifically, you can expect to collaborate with matrixed partners across the enterprise to decompose epics into people, process, and technology capabilities in effort to deliver the target experience for your area of accountability. Additionally, you will have responsibility for owning the strategy and execution of work within your respective portfolio.

4 experience leads will be onboarded to our team via this posting, with the following areas of accountability:

* Account Opening/Application experience investments

* Application experience risk products

* Underwriting and decision experience

* Contract Delivery and client welcoming experience

Primary Duties & Responsibilities:

* Accountable for translating sub-journey experience and defining experience acceptance criteria, while also ensuring as experience is operationalized that it meets the acceptance criteria

* Collaborate with our delivery partners to decompose epics into delivery features

* Identify omnichannel touchpoints and operational processes impacted

* Work with Experience Designer and Process Lead to build and maintain an experience service design blueprint

* Ensure sub-journey experience and performance are embedded across relevant financial products and channels

* Work with our Customer Research Lead, enterprise and field experience teams to coordinate and apply customer research & insights

* Align financial product, digital product, field and home office experiences

* Understand nuances of personas

* Work with business partners to ensure nuances of sub journey experience are surfaced in experience mapping

Bring Your Best! What this role needs:

* Bachelor's degree or equivalent work experience in project management, IT or client operations

* Background in client experience is desired

* Minimum 7 years of client operations experience with a broad, in-depth knowledge of insurance, annuity, investment products, business operations and/or processes. Significant business knowledge and versatility is critical

* We are seeking someone with experience managing cross functional projects, dependences and bottlenecks, providing escalations management, anticipating and making trade offs

* Excellent leadership, strategic, organizational and change agility, and decision-making skills. Learning agile including innovative and curious thinking

* Business architecture mindset (ability to transform business processes through people, process, technology and information insights).

* Strong project management skills with the ability to lead large complex projects involving multiple partners, process improvements, communications and change management.

* Outstanding oral and written communications skills and an ability to build relationships inside and outside team and successfully negotiate issues.

LI-POST

This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.