12K+
Sites Governed
New York Life's Scalable Agent Platform
New York Life had 12,000+ agent sites running on local vendors, inconsistent branding, and manual compliance reviews that took weeks. Agents without a fast, compliant digital presence had every reason to go independent. I led the product and program work that turned that liability into a governed multi-tenant platform, built a proprietary AI compliance automation tool that cut review time by 40%, and drove 200% lead uplift across the agent network.
200%
Lead Uplift
6m>2w
Site Launch Reduction
At-a-Glance
Governance That Performed
New York Life needed a way to govern 12,000+ agent sites without letting compliance slow the business or letting speed create legal exposure. I owned the product logic that turned a fragmented content operation into a governed multi-tenant platform, built AI-assisted compliance automation that cut review cycles from weeks to days, and shaped what became Fusion92's CORECMS product.
- Role
- Product & Program Manager
- Client
- New York Life • Fusion92
- Industry
- Insurance • Enterprise SaaS • Compliance
- Timeline
- March 2024 - November 2024
- Team/Stakeholders
- 10
- Budget/Scale
- $10M
- Systems/Technology
Azure IDP/SSO
Mulesoft
Google My Business
Adobe Experience Manager
Salesforce
Problem
Each agent site behaved like its own project. Local vendors, inconsistent branding, manual compliance reviews, and no central visibility made every update slow, expensive, and legally risky. Agents without a fast, compliant digital presence had every incentive to go independent and take their books of business with them.
Mandate
Build a governed multi-tenant platform that let New York Life launch and manage 12,000+ agent sites at speed without creating legal exposure, brand chaos, or agent retention risk.
What I Changed
Defined the multi-tenant product model and permission architecture that gave agents speed without losing central control. Built a proprietary AI compliance automation tool that cut review time 40%. Structured the platform so it became a reusable product. Connected Azure IDP/SSO, MuleSoft, AEM, Salesforce, and Google My Business into one governed content and lead generation operation.
Outcome
Site launches cut from 6 months to 2 weeks. Compliance review time cut 40% via AI automation. 12,000+ sites governed centrally. 200% lead uplift across the agent network. The product model became the foundation of Fusion92's CORECMS.
Problem Statement
Too Much Legal Risk
Before the CORECMS platform, each agent website behaved like its own product. Local vendors, inconsistent branding, manual compliance checks, and no single source of truth made every update slow, expensive, and risky. New York Life needed a way to support 12,000+ agent sites without letting speed create legal exposure or brand chaos.
New York Life was also fighting an agent retention problem. Without a compliant, high-performing digital presence, agents had every incentive to go independent, taking their books of business with them. A platform that was slow to launch, hard to update, and legally exposed didn't just create operational risk. It made the company easier to leave.
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New York Life legacy case-study media.
“
Don Vu
CDAO, New York Life
What I Owned
Product, Compliance, and Platform
I owned the product logic, compliance architecture, stakeholder alignment, and delivery accountability for a platform that had to work for 12,000+ sites across a litigation-sensitive regulated industry. The technical work mattered. The governance model mattered more.
- 1
Multi-tenant product model
Defined the multi-tenant architecture that gave every agent a governed, brand-compliant site without treating each one as a separate project.
- 2
AI compliance automation
Built a proprietary AI-assisted compliance review tool that automated previously manual content checks. Review cycles dropped 40%.
- 3
Permissions and governance architecture
Designed the role-based permission model that matched New York Life's actual operating structure: what agents could publish, what required home office review, and what was locked at the brand level.
- 4
Stakeholder alignment across a bureaucratic org
Led backlog grooming, workshops, demos, and steering conversations across home office, digital, compliance, and legal stakeholders. In a company of New York Life's size and regulatory sensitivity, keeping everyone aligned was crucial.
- 5
Platform delivery and lead gen performance
Connected Azure IDP/SSO, MuleSoft, AEM, Salesforce, and Google My Business into one governed content and lead generation system. Site launch time dropped from 6 months to 2 weeks. Lead and appointment activity across the agent network improved 200%.
Solution
One Platform, Tight Guardrails, AI-Assisted
A governed multi-tenant CMS that gave agents the speed they needed without removing the compliance controls New York Life required. AI-assisted review automation sat inside the workflow so compliance checks happened faster without more headcount.
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The technology mattered, but the governance model mattered more. New York Life needed a platform that matched the way the business actually worked: agent requests, home office review, centralized publishing, and compliance visibility at every step. Once the roles, permissions, and AI review workflow were locked in, the platform stopped behaving like disconnected pages and started behaving like a real governed system.
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Speed and compliance are usually in tension. The product decision that resolved that tension was putting AI-assisted review inside the workflow rather than at the end of it. Compliance got faster. Agents got more autonomy. The brand stopped breaking at the edges.
Impact
Speed, Safety, and 200% More Leads
Site launches cut from 6 months to 2 weeks. Compliance review time cut 40% via AI automation. 12,000+ sites governed centrally. 200% lead uplift. The platform made New York Life faster, safer, and harder to leave.
200%
Lead Uplift
12K+
Sites Launched
3x
Digital Revenue Growth
6m>2w
Site Launch Time Reduction
Problem
Site launches and compliance reviews took up to 6 months, creating a bottleneck that slowed every agent who needed a new or updated digital presence.
01
Decision
I built a proprietary AI-assisted compliance review tool that automated the manual content checks done by the home office team, and defined the platform model that cut launch complexity from a months-long project to a governed two-week workflow.
Outcome
Site launch time dropped from 6 months to 2 weeks. Compliance review time dropped 40%.
Problem
No central visibility into 12,000+ live agent sites meant brand inconsistency, legal exposure, and no way to enforce standards at scale.
02
Decision
I defined the role-based permission model and governance architecture that gave agents publishing autonomy within locked brand and compliance guardrails, with full home office visibility across every site.
Outcome
12,000+ sites launched and centrally governed with consistent brand standards and reduced legal exposure.
Problem
Agents without a fast, high-performing digital presence had every incentive to go independent and take their books of business with them.
03
Decision
Once the platform worked, with fast launches, compliant content, and integrated lead gen through Google My Business and Salesforce, agents had a digital presence worth staying for.
Outcome
Lead and appointment activity improved 200% across the agent network. The platform became a retention tool as much as a content system.
CORECMS launch: digital lead attribution increased
After the CORECMS launch, digitally attributed lead generation rose well above the 2023 baseline, reaching nearly $100M by November.
“
Craig DeSanto
Chair, President & CEO, New York Life Insurance Company
Recognition
Press & Accolades
The platform sat inside New York Life's broader billion-dollar modernization push around technology, data, AI, and agent enablement. The external proof is that the operating logic behind this platform lines up directly with how New York Life publicly described its strategy.
How AI Transformed New York Life's Customer Service Quality
VideoPress
Amazon Web Services Fireside chat with Chief Data and Analytics Officer of New York Life on their data and AI journey and how it improved their customer service quality.
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