Date: Sep 9, 2022

Location: New York, NY, US

Company: New York Life Insurance Co



When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.


Location: This is a hybrid role, based out of our head office in Manhattan – employees will be in the office 10-12 days a month.


The User Experience (UX) Research Lead is critical in the growth of user experience in the Client Servicing group at New York Life. The successful candidate will provide thought leadership for research activities across a multi-project team.  NY Life has a strong commitment to building world-class digital service capabilities, and the UX Research Lead Senior will be a key individual contributor to help us achieve that evolution by driving and executing the UX testing strategy and managing research vendors for digital service solutions.



  • Lead UX research for digital service products and engagement campaigns that impact our customers, agents, and service professionals.
  • Understand stakeholders research needs and identify the right research methodologies to address them 
  • Utilize research tools to moderate user feedback sessions, synthesize insights, and make recommendations. Report on competitive and comparative features, patterns, and design trends.
  • Execute User validation of new designs and product features before development 
  • Communicate research findings and insights to partners and advocate for the end-user in both tactical and strategic experience design decision-making 
  • Champion UX best practices when collaborating with stakeholders and technology to advance the usability and utility of our digital products.
  • Develop UX Research artifacts including proposals, moderator’s guides, and research reports 
  • Identify unmet research opportunities that can add value



  • Bachelor’s degree required, with focus in business, marketing / market research, psychology or sociology preferred
  • Minimum of 5 years of experience in Research and/or User Experience
  • Experience with both qualitative and quantitative research methods; strong analytical abilities
  • Passion for understanding consumer behaviors and for helping bring the voice of the Consumer into a successful, established organization
  • Ability to anticipate market or business issues and recommend improvements / enhancements
  • Creative and deductive thinker with the ability to synthesize key insights from multiple sources
  • Team first mentality and the ability to build cross-functional relationships
  • Open minded person able to adapt to shifting priorities and our evolving organization
  • Strong and persuasive communication skills (oral, written and presentation).  Ability to communicate complex ideas with others (junior to executives) and persuade audience to align to a single strategic point of view
  • Fluency in MS Office


Technical Qualifications

  • Demonstrated experience utilizing standard design and research tools (e.g. UserTesting, Sketch, Zeplin, Figma, Adobe XD, Adobe Creative Cloud, InVision, etc.) required
  • Familiarity with Agile software development processes and methodologies, to include working with an iteration-based development process
  • Experience designing experiences for AEM and Target a plus



Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.


Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of


Job Requisition ID: 87300



Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

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