About the Role:
Northwestern Mutual is seeking a Senior Business Analyst to help advance our Service Strategy by identifying opportunities, defining solutions, and delivering capabilities that improve experiences for clients, field representatives, and home office teams.
Working closely with Product, Engineering, Operations, Analytics, and business stakeholders, you'll help uncover customer and business needs, facilitate discovery efforts, evaluate opportunities, and drive alignment across teams. This role will play an important part in shaping future-state servicing experiences while supporting operational efficiency, automation, scalability, and customer-focused improvements.
The ideal candidate thrives in ambiguity, enjoys solving complex business problems, and is energized by bringing clarity where it does not yet exist. Success requires strong analytical thinking, systems thinking, curiosity, adaptability, and the ability to influence decisions across organizational boundaries. This individual will help teams move quickly, learn continuously, and deliver measurable business outcomes through a collaborative and data-driven approach.
Primary Duties & Responsibilities:
- Define success measures, establish baseline performance metrics, and evaluate outcomes to ensure solutions support Service Strategy objectives and business value.
- Serve as a strategic thought partner by focusing on business problems, root causes, and opportunities rather than simply documenting requirements.
- Lead discovery efforts, stakeholder discussions, and process analysis to identify opportunities and define future-state experiences.
- Apply systems thinking to understand how processes, technology, products, data, and organizational decisions impact the broader servicing ecosystem.
- Facilitate workshops, process mapping sessions, and alignment discussions that help teams move from ambiguity to actionable solutions.
- Leverage quantitative and qualitative data to identify trends, evaluate opportunities, and support prioritization decisions.
- Translate complex business needs into clear requirements, user stories, process flows, acceptance criteria, and solution recommendations.
- Partner closely with Product, Engineering, Operations, Analytics, and business stakeholders to support roadmap priorities and delivery efforts.
- Influence stakeholders and delivery teams across organizational boundaries while driving decisions without direct authority.
- Support rapid test-and-learn approaches by identifying opportunities, validating assumptions, incorporating feedback, and measuring outcomes.
- Utilize AI-enabled tools and emerging technologies to improve analysis, decision-making, delivery effectiveness, and operational efficiency.
- Contribute to strong business analysis practices, continuous improvement efforts, and knowledge sharing across teams.