Senior Associate, Service Design Lead

Job Requisition ID: 93990

Location Designation: Hybrid - 3 days per week 

Service Design Lead, human and AI-experiences

New York Life – Design Strategy Team

Summary

Full-time Based in New York City Hybrid | Onsite 3x/week (Tues–Thurs) Marketing, Product & Design

What makes us stand out

As an award-winning Fortune 100 Company, diversity and humanity are deeply rooted values in our company culture. We are vocal advocates for a supportive and inclusive work culture that inspires our employees to do meaningful, life-changing work. We believe there is a wealth of knowledge we can learn from one another, and that together, we can enact real-world change.

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. If you're ready to channel your creativity and strategic insight into an environment that values impact, we can't wait to welcome you to our team.

“Having built my entire career at New York Life, I have a deep appreciation for our history of providing financial security and peace of mind to our policy owners and clients.” – Craig DeSanto, Chair, President & CEO of New York Life

About the role:

New York Life is embarking on an ambitious journey to deliver industry-leading digital experiences for our customers and agents/advisors. This is a transformative role where creativity meets purpose. Beyond concepting, this role focuses on designing and operationalizing service experiences that connect strategy, digital products, and operational systems across the enterprise.

As a Service Designer on the Design Strategy team, you will play a key role in scaling New York Life’s journey mapping and service blueprinting capability while helping to systematize how service experiences are designed, governed, and evolved across the organization. You will partner with cross-functional stakeholders across product, operations, and technology to map, analyze, and improve the end-to-end experiences that power our business and enrich the lives of our audiences.

This role combines systems thinking, facilitation, and strategic design to enable better ways of working across teams, while establishing journey mapping as a core enterprise capability and connecting it to broader design systems and emerging AI-enabled experiences.

What you’ll do:

Scale and systematize service design

· Support a centralized Journey Mapping Center of Excellence (COE) operating in a hub-and-spoke model with business partners

· Enable new ways of working by consulting teams on journey mapping standards, frameworks, and best practices

· Evolve and manage the tools, templates, and processes needed to create and maintain high-quality journey artifacts

· Contribute to defining enterprise service design standards, ensuring consistency and repeatability across teams

Map and improve end-to-end experiences

· Partner with subject matter experts to define and map new journeys across customer, advisor, and internal experiences

· Facilitate discovery sessions to identify roles, systems, tools, and processes involved in each journey

· Surface friction points, opportunity areas, and moments that matter across the ecosystem

Augment and evolve existing journeys

· Collaborate with product, operations, and analytics teams to enrich journey maps with pain points, performance metrics, and supporting data

· Translate insights into opportunities that inform product roadmaps, operational improvements, and experience strategy

Connect service design to design systems

· Partner with design system and product teams to ensure journey insights inform reusable patterns, components, and interaction models

· Help bridge journey-level strategy and UI-level execution, enabling more consistent and scalable experiences across channels

· Identify opportunities to standardize experiences through shared design patterns and service components

Define standards for human and AI-enabled experiences

· Contribute to establishing principles and standards for experiences delivered by human agents, digital interfaces, and AI-driven interactions

· Ensure consistency, clarity, and trust across assisted, self-service, and automated touchpoints

· Help shape how AI capabilities are integrated into end-to-end journeys while maintaining a human-centered approach

Digitize and maintain journey artifacts

· Convert legacy journey documentation into NYL’s interactive digital format

· Rationalize content to ensure consistent fidelity, structure, and information hierarchy

· Maintain a single source of truth for journey artifacts across business units

Connect journeys to the underlying ecosystem

· Partner with product owners to inventory the digital platforms, systems, and capabilities that power NYL experiences

· Capture supporting interfaces, data sources, and planned enhancements that shape journey outcomes

What you bring:

· Experience in service design, experience strategy and journey mapping

· Strong systems thinking and ability to connect customer experience with operational and technical ecosystems

· Experience contributing to or working alongside design systems or scalable design frameworks

· Familiarity with AI-enabled, conversational, or assisted service experiences is a plus

· Experience facilitating workshops and working with cross-functional partners

· Ability to synthesize research, stakeholder input, and business context into clear journey artifacts

· Experience using tools such as FigJam, Figma, or similar collaboration platforms

· Comfort working in complex, regulated environments (financial services experience is a plus)

Pay Transparency

Salary Range: $135,000 - $165,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space.​

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. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

​Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs.

Job Requisition ID: 93990