Job Description

Location Designation: Hybrid - 3 days per week

Experience Strategist: We listen to our customers and ensure their voice changes the enterprise. We connect customer reality to business action.

Core responsibilities include:
Synthesize and prioritize research based on business strategy
Translate business problems into customer-centered questions
Translate customer needs into clear business implications and priorities
Activate insights via the right business owners at the right time
Partner with teams to ensure insights shape decisions, roadmaps, and experiences
Develop a strategic approach to research plans and partner with consumer insights team to implement

Major Responsibilites:

• Facilitate alignment on complex problems to gain best outcome for our customer.
• Create and maintain advisor and client journey maps: Develop detailed journey maps to visualize and understand the user’s experience across different touchpoints. Partner with business owner to optimize future state journey.
• Run workshops and interactive discussion sessions with business and design partners.
• Embrace data-driven decision-making: Utilize existing research and data analytics to inform your strategies and measure their effectiveness. Analyze and understand our existing adivsor and client research; leverage when working with business on experience strategy.
• Collaborate across teams: Work closely with cross-functional Value Streams, Design, Tech, and Product Management. Effective collaboration ensures that all aspects of the user experience are aligned and cohesive.
• Stay updated with industry trends: Continuously educate yourself on the latest trends, tools, and best practices in your trade as well as in our industry.

Competitive Research:

• Take an outside-in perspective, staying abreast of best-in-class experiences in and out of our industry.
• Keep pace with the advances being made by our competitors.

Qualifications:

• Bachelor Degree - can be in Design, Marketing, Psychology (or similar).
• 5-7 years of experience.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and presentation skills.
• Experience with customer journey mapping and research methodologies.

Pay Transparency

Salary Range: $147,500-$211,000

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.

At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.

Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.

As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it.

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 hereto 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: 93600