Corporate Vice Pres, Director, AI/Agentic Experience Strategy and UX Architecture - Field Journeys

Location Designation: Hybrid - 3 days per week

Director, AI/Agentic Experience Strategy And UX Architecture – Field Journeys Department: Experience and Digital Marketing

Location: Hybrid – 3 days in Home office, NYC (Tues, Wed, Thu)

For over 180 years, New York Life Insurance Company has helped people achieve financial security and peace of mind. As a Fortune 100 company and the largest mutual life insurer in the United States, we are now transforming how we deliver on that mission, building AI-enabled, next-generation digital experiences that redefine how we connect with the people and institutions we serve. This is a rare opportunity to shape that future from the inside.

Position Overview This role is the strategic facilitator behind how New York Life defines, structures, and governs AI and agentic experiences for field personas, spanning agents and advisors, agent recruiters, and related field persona roles. It is a facilitation and consulting-oriented role that combines strategic framework development with collaboration on hands-on AI experience concept development, experimentation, and practice innovation.

The Director operates as a trusted partner to a broad, matrixed set of stakeholders including product managers, designers, business operators, compliance partners, technology, AI, data, and field-facing business units. The ideal candidate brings deep knowledge of financial services practice combined with working fluency across AI and agentic technology domains, and a track record of moving beyond advisory work into hands-on concept development and experimentation.

Key Responsibilities AI/Agentic Experience Strategy

• Facilitate and steward the AI and agentic experience strategy for field personas, establishing consistency and cohesion for where and how AI should play a role across the full field lifecycle, from recruiting and onboarding through practice building, ongoing enablement, and productivity.
• Synthesize leadership vision and field practitioner input through top-down and bottom-up engagement into coherent, durable, and scalable frameworks.
• Distinguish where experiences should be AI-enabled versus AI-native, and define appropriate human-AI collaboration models anchored in the real dynamics of insurance and financial services practice.
• Develop a clear point of view on where AI accelerates field productivity, where human judgment is essential, and how NYL’s human-led service model is maintained as a differentiator.

Future-State Experience Vision, Concept Development, And Experimentation

• Facilitate future-state experience visioning for field personas that reimagines advisor workflows, recruiter journeys, and practice management in an AI-native context, defining what fundamentally different AI-first field experience models look like in addition to incrementally inserting AI into existing flows.
• Contribute to hands-on AI experience concept development in partnership with Field leaders and Experience Design, including AI behavior concept (what should this AI do, when, why, for whom) while collaborating with design partners on prototyping and testing.
• Design and facilitate AI experience experiment collaborations for field contexts, defining hypotheses, structuring tests, and evaluating outcomes to build organizational evidence for which AI experience models work and why.
• Document and conduct analyses of current-state workflows and AI touchpoints across field personas, and partner with Experience Design, and Field leadership to define future-state AI-enabled workflows and integrate AI experience vision into broader journey strategy.
• Maintain an ongoing view of the field AI experience landscape, tracking where pilots and point solutions exist, and working toward coherence and strategic integration across the portfolio.

AI Experience Artifacts, Tooling, And Practice Innovation

• Pioneer new strategy and experience artifact types for field AI experiences that go beyond traditional experience deliverables, such as AI behavior maps for advisor copilots, agentic task flow diagrams for practice management automation, and AI experience scorecards for evaluating field AI quality.
• Build and use AI-powered tools to accelerate strategy work, including simulating field experience scenarios, stress-testing AI experience designs, and rapidly iterating on strategic artifacts.

Financial Services Domain Expertise

• Apply deep knowledge…