Change Management Lead

New York Life Insurance Company ("New York Life" or "the company") is the largest mutual life insurance company in the United States*. Founded in 1845, New York Life is headquartered in New York City, maintains offices in all fifty states, and owns Seguros Monterrey New York Life in Mexico.

New York Life is one of the most financially strong and highly capitalized insurers in the business. The company reported 2016 operating earnings of $1.954 billion. Total assets under management at year end 2016, with affiliates, totaled $538 billion. As of year-end 2016, New York Life's surplus was $23.336 billion. New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody's Aaa; Standard & Poor's AA+. (Source: Individual Third Party Ratings Report as of 8/17/16).

Financial strength, integrity and humanity—the values upon which New York Life was founded—have guided the company's decisions and actions for over 170 years.

The Change Management team of the New York Life Service organization is accountable to ensuring the 2,200+ Service professionals that support our clients and agents are positioned to successfully take on changes to the operational landscape. The leader of the Change Management team will serve in two key roles for the Service organization - (1) enabling and accelerating change, and (2) governing and monitoring the rate of changes to the Service environment to ensure that clients, agents, and employees are appropriately prepared and empowered to support the change. The Change Management team will engage with partners across the Service organization and the New York Life enterprise to identify and ensure all impacts to the customer and employee experience are incorporated into change planning efforts.

The Change Management lead will focus on the people side of changes. In doing so, the Change Management lead serves as the central point of coordination and oversight to all readiness planning to include new and/or modifications to products as well as changes to processes, procedures and technologies for Service across all customer engagement channels. The Change Management lead will also play an integral leadership role in the development of associate change readiness and communication plans as it relates to strategic and organizational transformations. The Change Management lead will play a key role in developing and building out the Change Management function and team who will play a critical role in ensuring that change initiatives meet their overall organizational objectives and increasing employee adoption and usage.

The Change Management lead will be responsible for actively engaging with executive level stakeholders to identify the strategic goals for their respective teams and determine how the Change Management team can support those objectives through communications, management messaging, targeted training and performance support resources, and other employee engagement techniques and strategies to drive and enable specific business outcomes. The leader will work with partner teams across the Service organization including Training, Knowledge Management, Quality Control, and Project Management to coordinate the requisite updates to infrastructure to

The Change Management lead will also oversee a team of resources dedicated to ensuring readiness across the Service Organization. The Change Management lead will set the strategic direction for the Change Management team, ensure alignment with broader organizational priorities, identify and onboard high caliber talent, and provide ongoing coaching and feedback to continuously engage his/her team.


  • Bachelor's Degree (Required)
  • A minimum of 5 years of Operations Change Management and Project Management Experience (Required)
  • Preferred certifications: PROSCI and/or Lean/Six Sigma; Solid understanding and experience executing the full change readiness cycle.
  • Proven ability to quickly earn the trust of sponsors and key stakeholders; set direction and approach; resolve conflict; execute with limited information and high levels of ambiguity
  • Technical Expertise: Leverage and demonstrate experience successfully driving structured, well-organized change across a large organization. Use the ADKAR model to address Awareness, Desire, Knowledge, Ability, and Reinforcement when planning for large changes.
  • Problem Solving: Effectively utilize analytical tools such as turn around times, readership, and other key data elements to determine effectiveness of change management approach.
  • Decision Making / Nature of Impact: Work with product development teams and IT teams to create awareness around key deliverable timelines. Partner with Service leads to capture business requirements for successful change management of product and technology changes, and specifically highlight the needs to applicable resources. Appropriately escalate issues with quality or timeliness of deliverables.


Competitive base salary, plus bonus eligibility


Paid Vacation, Health Care, 401K match, Pension Plan, Tuition Assistance, Flexible Spending Accounts

Career Opportunities

New York Life offers a variety of corporate opportunities within the Service Organization, including management, quality control, training, underwriting and claims.



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  • Based on revenue as reported by "Fortune 500, ranked within Industries, Insurance: Life, Health (Mutual)," Fortune Magazine, June 17, 2016. See for methodology.

Total surplus, which includes the Asset Valuation Reserve, is one of the key indicators of the company's long-term financial strength and stability and is presented on a consolidated basis of the company.

  1. Operating earnings is the key measure use by management to track Company's profitability from ongoing operations and underlying profitability of the business. This indicator is based on generally accepted accounting principles in the US (GAAP), with certain adjustments Company believes to be appropriate as a measurement approach (non GAAP), primarily the removal of gains or losses on investments and related adjustments.

  2. Assets under management represent Consolidated Domestic and International insurance Company Statutory assets (cash and invested assets and separate account assets) and third party assets principally managed by New York Life Investment management Holdings LLC, a wholly owned subsidiary of New York Life Insurance Company.

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