Senior Experience Design & Change Leader (Hybrid)

New York Life; New York (NY); Hybrid; USD 100,000 - 143,000; Full time

Job summary

New York Life seeks an Experience Design & Change Management Lead to drive journey mapping and service improvements for third-party distribution. This senior role partners across Operations, Technology, Salesforce, and Compliance to enhance advisor and client experiences and accelerate adoption of new processes.

The role requires 10+ years in annuity-related work, a bachelor’s degree, and proven ability to influence senior leaders while delivering measurable outcomes across complex initiatives.

Qualifications

• 10+ years of annuity experience required.
• Bachelor’s degree required.
• Strong collaboration across teams and senior stakeholders.
• Proven complex change initiatives with measurable outcomes.
• Knowledge of annuity products, procedures, and distribution.

Responsibilities

• Lead end-to-end journey mapping and service blueprinting for priority servicing experiences across clients, advisors, and service teams.
• Diagnose root causes of inefficiencies, rework drivers, and service gaps using data and process analysis.
• Design and drive implementation of scalable future-state improvements that reduce cycle times and improve experience.
• Conduct change impact assessments across people, process, technology, and controls.
• Facilitate cross-functional sessions to align priorities and execution plans.
• Own and execute structured change management strategies from intake through sustainment.

Skills

Annuity knowledge

Change management

Stakeholder management

Facilitation

Data-driven decisions

MS Word

MS Excel

PowerPoint

Education

Bachelor's Degree

Tools

MS Word

Excel

PowerPoint

Job description

New York Life seeks an Experience Design & Change Management Lead to drive journey mapping and service improvements for third-party distribution. This senior role partners across Operations, Technology, Salesforce, and Compliance to enhance advisor and client experiences and accelerate adoption of new processes.

The role requires 10+ years in annuity-related work, a bachelor’s degree, and proven ability to influence senior leaders while delivering measurable outcomes across complex initiatives.