Corporate Vice Pres, Dir, AI/Agentic Experience Strategy and UX Architecture - Consumer Journeys

Location Designation: Hybrid - 3 days per week

Director, AI/Agentic Experience Strategy And UX Architecture – Consumer 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 across the full consumer and client lifecycle, spanning consumers, prospects, applicants, policyholders/clients, and beneficiaries navigating claims and proceeds. 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, content teams, performance marketing, compliance partners, technology, and AI and data teams. The ideal candidate brings deep knowledge of how consumers and clients engage with life insurance, financial planning, retirement, and wealth management products and services across their lifecycle, 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 consumer, client, and beneficiary personas, establishing consistency and cohesion for where and how AI should play a role across the full lifecycle, from awareness and consideration through application, onboarding, in-force servicing, and claims.
• Synthesize leadership vision and consumer and client insights 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 realities of consumer trust, financial literacy variability, and the regulatory constraints of insurance and financial services.
• Develop a clear point of view on where AI accelerates consumer and client engagement and self-service, where human judgment and support remain essential, and how NYL’s human-led advice and guidance model is maintained as a differentiator across digital and non-digital channels.

Future-State Experience Vision, Concept Development, And Experimentation

• Facilitate future-state experience visioning for consumer and client journeys that reimagines the lifecycle in an AI-native context, defining what fundamentally different AI-first experience models look like in addition to incrementally inserting AI into existing flows.
• Contribute to hands-on AI experience concept development in partnership with Consumer/Client business 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 consumer and client 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 consumer and client journeys, AI touchpoints, and workflows, and partner with Experience Design and Consumer/Client business leadership to define future-state AI-enabled experiences integrated into broader journey strategy.
• Identify where AI creates opportunities to introduce new experience moments that don’t exist today and where it collapses or streamlines traditional journey stages.

AI Experience Artifacts, Tooling, And Practice Innovation

• Pioneer new strategy and experience artifact types for consumer AI experiences that go beyond traditional experience deliverables, such as AI behavior maps for consumer conversational…