Job Description
The Assistant Director Client & Field Experience Strategy supports the Client & Field Experience teams in shaping designing and enabling the delivery of integrated client and field experiences that help advisors field teams and clients achieve successful outcomes. This role blends experience design research and insight synthesis with strategic and execution support partnering with domain and delivery teams to translate client and field insights into actionable experience-led solutions.
Operating within a domain-based delivery model the Assistant Director plays a hands-on role in research journey mapping insight development and experience design across both client and field touchpoints. The role ensures experience strategies are grounded in evidence user-centered thinking and ready for delivery-connecting client and field perspectives to cohesive end-to-end experiences.
What You'll Do
Client & Field Experience Strategy Support
- 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.
- Track outcomes and feedback loops to inform continuous improvement.
Research Insight & Synthesis
- 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.
- Identify themes patterns moments of truth and experience gaps across client and field journeys.
- Create compelling insight narratives that translate research findings into actionable guidance.
Experience Design & Journey Enablement
- Lead or support experience design activities for client and/or field sub-journeys including journey mapping and service design.
- Apply human-centered design methodologies to improve client outcomes and simplify advisor workflows.
- Ensure experience intent and design rationale are clearly documented and embedded into delivery artifacts.
Domain Partnership & Execution Alignment
- Partner with peers cross-functional partners domain and delivery teams to ensure client and field experience designs are feasible and scalable.
- Support roadmap reviews prioritization discussions and dependency identification from an experience perspective.
- Collaborate with technology operations risk and compliance partners to ensure alignment with enterprise standards.
Co-Creation Adoption & Change Support
- Participate in client and field co-creation sessions pilots and validation activities.
- Support documentation of processes experience impacts and adoption considerations.
- Partner with change communications and enablement teams to support rollout and adoption.
Team & Culture Contribution
- Contribute to a collaborative insight-driven team culture focused on client and field outcomes.
- Model curiosity empathy and evidence-based decision-making.
What You'll Bring to the Role
- Must have experience creating c-suite / executive level storytelling and presentations
- Must have demonstrated ability to self-manage multiple medium workstreams or large workstreams
- Demonstrate a proactive mindset and willingness to learn and adapt in ambiguity
- Show aptitude for building positive partner relationships
- Must demonstrate preference for research analysis and strategic outcomes over solutions and 'the how'
- Bachelor's degree in business design human-computer interaction marketing economics psychology or related field.
- 6-8 years of progressive experience in client experience field experience experience research service design or journey management.
- Demonstrated experience conducting primary and secondary research and synthesizing insights to inform experience decisions.
- Working knowledge of advisor-led or client-facing business models preferably in financial services or regulated industries.
- Ability to operate effectively in a matrixed domain-based delivery model.
#LI-Hybrid
Compensation Range:
Pay Range - Start:
$104090.00
Pay Range - End:
$193310.00
Geographic Specific Pay Structure:
Structure 110:
$114520.00 USD - $212680.00 USD
Structure 115:
$119700.00 USD - $222300.00 USD
We believe in fairness and transparency. It's why we share the salary range for most of our roles. However final salaries are based on a number of factors including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California New York City or other eligible location geographic specific pay structures compensation and benefits could be applicable click here to learn more.
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Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas seek challenges assume leadership and continue to focus on meeting and exceeding business and personal objectives.
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We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks benefits and our commitment to a culture of belonging.
- Flexible work schedules
- Concierge service
- Comprehensive benefits
- Employee resource groups
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What We Do
You’ll Like It Here At Northwestern Mutual we believe that our lives and our work matter. And that doing what’s right is good for everyone. We follow through by designing tech that improves the community and cultivating creative ways to make finance accessible anywhere. These guiding principles have allowed our company to grow for more than 160 years. Here you’ll be with a team who emphasizes integrity and prioritizes security to design experiences that better everyone. You’ll work in cross functional teams to create optimal solutions that are rooted in innovative strategy and thoughtful execution. And you’re provided development tools and opportunities to become a leader all with the support of a collaborative team. You’ll be surrounded in a culture that values innovation and works to always evolve to stay ahead of trends and client needs. We are intentional in seeking out team members who will challenge us. Our employees choose us for the career opportunities commitment to philanthropy and desire to have a meaningful impact in the lives of our clients. You have career passions and goals. We have ambition and opportunity for you to grow your future in tech. Discover today: https://careers.northwesternmutual.com/
Why Work With Us
We invest in our people. We know careers are about choices so we provide intentional opportunity. Here you can build creative ways to make finance accessible anywhere and revolutionize traditional processes. As a mutual company our focus is our people — whether professional development or investments in the community.
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Date Posted
03/29/2026
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