Northwestern Mutual

Assistant Director, Client & Field Experience Strategy

Northwestern Mutual

full-time

Posted on:

Location Type: Hybrid

Location: Milwaukee • New York • Wisconsin • United States

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Salary

💰 $104,090 - $193,310 per year

Job Level

Lead

About the role

  • Support Journey teams in advancing the enterprise-wide Client & Field Experience capability through research-driven insights and experience design.
  • Assist in defining experience strategies across client and advisor lifecycles, ensuring alignment between client needs, field workflows, and business outcomes.
  • Translate client and field needs into experience opportunities, hypotheses, and experience design inputs for domain teams.
  • Support development of problem statements, opportunity sizing, and value hypotheses informed by client and field insights.
  • Assist in defining experience-related OKRs and success measures.
  • Plan and conduct experience research to understand client, advisor, and field leader needs, pain points, and behaviors.
  • Synthesize insights from Voice of the Client, Voice of the Field, operational data, surveys, and usability testing.
  • Create compelling insight narratives that translate research findings into actionable guidance.
  • Lead or support experience design activities for client and/or field sub-journeys, including journey mapping and service design.
  • Collaborate with peers, cross-functional partners, domain and delivery teams to ensure client and field experience designs are feasible and scalable.
  • Participate in client and field co-creation sessions, pilots, and validation activities.

Requirements

  • 6–8 years of progressive experience in client experience, field experience, experience research, service design, or journey management.
  • Bachelor’s degree in business, design, human-computer interaction, marketing, economics, psychology, or related field.
  • Demonstrated ability to self-manage multiple medium or large workstreams.
  • Must have experience creating C-suite/executive level storytelling and presentations.
  • Working knowledge of advisor-led or client-facing business models, preferably in financial services or regulated industries.
  • Demonstrated experience conducting primary and secondary research and synthesizing insights to inform experience decisions.
  • Ability to operate effectively in a matrixed, domain-based delivery model.
  • Show aptitude for building positive partner relationships.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
experience designexperience researchservice designjourney mappingdata synthesisOKR definitionproblem statement developmentopportunity sizingvalue hypothesis creationusability testing
Soft Skills
self-managementstorytellingpresentation skillsrelationship buildingcollaborationinsight synthesisstrategic thinkingcommunicationproblem-solvingadaptability