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About the Role

The Field Experience (FX) value stream at New York Life is transforming the end-to-end experience for field agents and managers. This role supports the Field Enablement team in developing and adopting new tools, systems, and processes. The individual will partner with advisory groups, manage feedback processes, and enhance field communications.

Responsibilities

• Serve as a strategic liaison between Field Experience and Agency’s Advisory Groups, ensuring FX projects are effectively represented.
• Own and continuously improve the end-to-end process for AAC suggestions and field feedback intake, creating scalable mechanisms for tracking, prioritization, and resolution.
• Partner with Agency Communications to establish a coordinated communication process for field-facing communications.
• Support the development of operational frameworks, tools, playbooks, and governance processes for the Field Enablement team.
• Support field engagement activities, including Joint Advisory Product Groups (JAPG), study groups, and feedback forums.
• Identify opportunities to improve team effectiveness through process improvement, technology solutions, automation, and AI-enabled capabilities.
• Lead planning and coordination for FX participation in AAC, ABD, MPAC, and DMAC meetings, including shaping agendas, materials, presentations, talk tracks, and logistics.
• Track and drive accountability for follow ups, action items, decisions, and commitments resulting from advisory group discussions.
• Coordinate monthly committee calls and ongoing engagement activities between FX and advisory group members.
• Support other field engagement forums with agenda development, meeting preparation, calendaring, and follow-up coordination.
• Own and enhance the end-to-end intake, evaluation, tracking, communication, and reporting process for AAC Suggestions and other field feedback channels.
• Partner with stakeholders across FX to assess requests, coordinate responses, and ensure appropriate resolution and communication back to the field.
• Analyze feedback trends and identify opportunities to improve field experience processes, products, tools, and support models.
• Develop and implement enhancements and tools to intake and tracking processes to improve efficiency, transparency, and stakeholder experience.
• Collaborate with FX stakeholders and Agency Communications to establish a coordinated approach to FX communications.
• Maintain an inventory and governance process for field-facing communications.
• Track and Analyze communication requests to provide insights and recommendations.
• Serve as a trusted partner to the Field Enablement Team Lead in advancing team priorities, operational management, and execution of key initiatives.
• Support project coordination, status tracking, project plan maintenance, and reporting across Field Enablement activities.
• Help evolve team playbooks, operating procedures, and knowledge management resources.
• Explore and leverage tools, automation, and emerging technologies (AI) to enhance team efficiency, visibility, and execution.

Requirements

• Bachelor's Degree required.
• Minimum 5–8 years of professional experience in financial services, operations, field support, business management, project management, communications, or related disciplines.
• Experience working with agents, advisors, field leaders, or field-facing organizations strongly preferred.
• Demonstrated ability to manage multiple priorities, stakeholders, and deliverables in a fast-paced environment.
• Strong organizational, planning, and execution skills with exceptional attention to detail and excellent follow-through (PPT, Excell proficiency).
• Excellent written and verbal communication skills, including the ability to develop presentations, communications, and executive-ready materials.
• Proven ability to build relationships and collaborate effectively across business functions and leadership levels.
• Experience developing or improving operational processes, workflows, governance practices, or business procedures.
• Experience utilizing project management, workflow, collaboration, or knowledge management tools; familiarity with CODA or similar platforms is preferred.
• Demonstrated problem-solving skills, intellectual curiosity, and a proactive approach to identifying opportunities for continuous improvement.

Skills

• PPT proficiency
• Excell proficiency
• Project management tools
• Workflow tools
• Collaboration tools
• Knowledge management tools
• CODA or similar platforms

Location

• Hybrid

Work Type

• Hybrid - 3 days per week
• Full-time

Experience Level

• 5-8 years

Education Level

• Bachelor's Degree

Salary/Compensations

• $110,000-$143,000

Benefits

• Leave programs
• Adoption assistance
• Student loan repayment programs
• Comprehensive benefit options

About the Company

• New York Life’s Field Experience (FX) value stream is on a continued journey to transform the end-to-end experience for New York Life’s field agents and managers, encompassing all field tools and focus initiatives to build and enhance the tools, training, and support that empowers the field to thrive.
• 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 Foundation.
• Due to our mutuality, we operate in the best interests of our policy owners.

Equal Opportunity

• 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.
• Click here to learn more about New York Life’s leadership in this space.