Senior Director Client Management & Field Experience at Northwestern Mutual
Milwaukee, WI
About the Job
At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.
Summary:
Responsible to lead the business outcomes and drivers that are supported by a complex ecosystem of processes and technologies for our advisors and teams. Including how advisors manage their new clients throughout the sales funnel, manage their books of business, all while doing it within a modern and secure digital workplace of the future. Partners closely with key business areas and partners as these processes require careful orchestration to deliver exceptional experiences for our field to deliver them to our clients.
Primary Duties & Responsibilities:
- Lead the advancement and ongoing improvement of an enterprise-wide Field Experience capability to provide insights and facilitate creation of solutions to field problems throughout the sales funnel and book management.
- Ensure that efforts to modernize the field digital workplace and to secure client and field data, are optimized for business impact and field experience.
- Partner with other senior leaders across the enterprise to ensure alignment and integration of the Field Experience capability with other related functions, processes, and capabilities.
- Ability to lead, drive, and deliver new, elevated field experiences within all segments of the Field.
- Build a shared understanding of NM's field and their pain points. Influence key partners across the enterprise on the application of these insights. Lead the team that will document the processes, procedures and and business impacts for key processes within the advisor practice. And then field co-creation and field change/communications for these processes
- Accountable for documenting experience map across one sub journey to align to end to end experience map while, aligning outcomes to key client/field pain points
- Accountable for the full range of people leader responsibilities to effectively manage a matrixed and direct report team that executes on strategy and deliverables related to field experience.
- Accountable for creating the culture and environment for the team. Ensure the hiring, developing and deployment of talent to prioritized work.
- Devises the plan to develop and deploy the Field Journey Map and Experience includes scope, approach, sponsorship, resource alignment and project management.
- Create project initiation and strategic alignment across disparate business functions including technology, partnering with with cross-functional business leaders to identify and quantify business opportunities (problem size, cost benefit analysis, measures, urgency, etc.) and to select and recommend solution approaches.
- Drive business outcomes while aligning to NM’s technology strategy
- Collaborate with execution teams to ensure alignment with journey experience objectives
- Defines the vision, channel strategy, and epics for sub journey through synthesizing research and feedback (Voice of the Client and testing feedback loop)
- Responsible for defining and monitoring sub-journey strategy, OKRs, and operational metrics for sub journey across all channels
- Accountable for the business case development to support experience outcomes
- Ability to review and assess roadmaps, the prioritization of work on such and the subsequent execution of work across sub journeys
- Ability to drive business outcomes through processes and technology, while considering the implications of cybersecurity and privacy
Qualifications:
- Bachelor's degree with focus in business, marketing, marketing research, economics or related field.
- Minimum 10 years of progressive responsibility management level experience.
- Broad knowledge of current and emerging industry trends, including a specific understanding the business and process needs of an integrated financial planning firm
- Ability to set and implement strategic direction in the field experience space in a matrixed environment.
- Ability to draw actionable insights and get consensus from all levels of leadership in strategic and operational functions.
- Strong short and long term planning skills, coupled with ability to lead resources in response to business needs.
- Strong leader of a diverse, high performing team.
- Proven people leadership skills emphasizing strong technical aptitude, strategic agility, forward thinking, process management, team building, and interpersonal savvy.
- Strong decision making, analytical, business/strategic planning, problem solving and organizational skills.
- Proven experience leading and influencing change, outcome management and large project management.
- Engages in and models courageous and constructive dialogue; confidence to offer a new and potentially challenging ideas to foster conversation and critical thinking; ability to deliver difficult / complex messages and help others understand multiple points of view.
- Strong emphasis on the need to provide continuous learning and customer focus.
- Superb communication and analytical skills
- Able to cultivate an innovation mindset by thinking “future-back”
Compensation Range:
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Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please c lick here for additional information relating to location-based pay structures.
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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.
If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.
FIND YOUR FUTURE
We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.
- Flexible work schedules
- Concierge service
- Comprehensive benefits
- Employee resource groups
