Digital User Acceptance Testing 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.


A core element of the transformation for New York Life’s business will be the design and development of end-to-end digital solutions to drive revenue growth, achieve efficiencies, increase client satisfaction, and maintain relevancy as the pace of digitization accelerates. The Digital Service team sits at the heart of that endeavor and will work across the business and with key functional partners including Service,  Technology, Marketing and Agency to create and deliver smart, client-centric, and best-in-class digital solutions to market. There are four main channels in the Digital Service team:  Client facing digital experiences ( private site), Telephony experiences (IVR etc), Desktop experiences (tools and applications for our Service Professionals to serve our customers including SalesForce CRM), and Field Solutions (digital solutions to support our agents/advisors in the field). Supporting the channels, is a Digital Support Team, responsible for many of the core digital functions: Design, User Research, Content, Testing, Production Support, Digital Health and Drive to Digital.  The User Acceptance Testing role reports into the Digital Support Team lead.


The User Acceptance Testing Lead will be responsible for creating and executing all processes for User Acceptance Testing (UAT), establishing a new discipline around this crucial function.  This individual will create a process for confirming experience and system enhancements meet mutually agreed upon business requirements and functions under actual business conditions.  He/she will formalize the documentation of all UAT including the testing approach/test script, fulfill testing, obtain business certification/sign off and report status.  The lead will work closely with the service business channels and technology to run the testing program and ensure all system changes are implemented with zero defects.


This role is critical in the building of a digital organization and digital disciplines at New York Life.  As the digital experience and process for moving it forward evolves, incorporating formal UAT into each sprint cycle is increasingly important.  At the onset, this individual will manage one direct report with potential for a larger team as the process matures and capacity dictates the need.


Specific Responsibilities

  • Establish formal process for UAT by developing test plans, identifying test populations, defining acceptance criteria, identifying defects and obtaining sign off
  • Own UAT performance by executing on the above
  • Work with technology and the business to align on agreed upon business requirements and quality standards
  • Embed UAT process into digital programs across agile ‘run the shop’ work as well as standalone small and large-scale initiatives
  • Partner with the business and technology to ensure appropriate test coverage/populations and scenarios
  • Report testing findings and any issues that may impact production readiness or fail to meet agreed upon acceptance criteria
  • Work with the business and technology to alleviate findings that are obstacles to releasing work product with zero defects
  • Provide regular readouts of UAT progress and status to project stakeholders
  • Obtain certification and sign off of UAT
  • Serve as Testing lead for the Digital Service Organization
  • Manage and build future team of UAT analysts to support each digital channel across technology solutions, business requirements, design specifications and production readiness



  • Minimum 7-10 years relevant work experience in the digital domain, preferably technology, with strong emphasis on UAT
  • Understanding of Agile software development processes
  • Knowledge of UAT processes and testing tools (ie. JIRA, HP-Quality Center, Rally)
  • Experience managing/building a team and understanding specific skillsets
  • A strong track record of success in progressively increasing levels of executive responsibility with proven results required
  • Ability to communicate, manage and report on critical performance metrics on a regular basis
  • Skill to work autonomously with minimal direction or past processes to follow
  • Strong presentation and communication skills
  • Demonstrated customer-centricity with a strong bias toward action
  • Ability to operate at both a strategic and operational level
  • Proven success influencing and working effectively across broad and complex organizations
  • Insurance industry experience preferred but not required








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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.