Corporate Vice President, Senior Experience Strategist
: Job Details :

Location Designation: Hybrid - 3 days per week

When you join New York Life, you're joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.

This role reports into New York Life's Foundational Business Experience Team. The Experience team was first established about a year ago and is developing and growing to provide Customer Insights and Competitive Intelligence to our business leaders and decision makers across the company. We are responsible for Voice of the Customer and Voice of the Agent research as well as the Qualtrics platform and underlying infrastructure to evolve our research program. We are also responsible for creating a backlog of customer journeys for moments that matter along the client and agent lifecycle to support the product discovery phase of digital product delivery across our six value streams.

Role Overview:

This role will focus on developing and implementing the CX strategies to enhance overall user experiences across all touchpoints. Through customer research and current state journey mapping we have prioritized a set of agent and client experiences and enterprise shared foundational capabilities that will serve as a starting point for our backlog of strategies. The selected candidate will be a leader and mentor to junior associates and will continue customer and competitive research as well as work alongside internal subject matter experts to develop these strategies and customer journey visualizations.

What You'll Do:

• Develop and implement user experience strategies that align with business objectives.
• Conduct user research and gather insights to understand customer needs and pain points.
• Collaborate with cross-functional teams, including design, marketing, product, and engineering, to create cohesive and compelling experiences.
• Analyze user data and feedback to identify areas for improvement and measure the impact of implemented strategies.
• Create user personas, journey maps, and experience blueprints to guide design and development efforts.
• Stay up-to-date with industry trends and best practices to continuously improve the user experience.
• Present findings and recommendations to stakeholders, ensuring alignment and buy-in for proposed strategies.
• Conduct thorough user research: Invest time in understanding your users' needs, behaviors, and pain points through various research methods such as interviews, surveys, and testing.
• Embrace data-driven decision-making: Utilize data analytics to inform your strategies and measure their effectiveness.
• Collaborate across teams: Work closely with cross-functional Value Streams, Design, Development, Marketing, and Product Management.
• Stay updated with industry trends: Continuously educate yourself on the latest trends, tools, and best practices in your trade as well as in your industry.
• Competitive Research: Take an outside-in perspective, staying abreast of best-in-class experiences in and out of your industry.
• Create and maintain user journey maps: Develop detailed journey maps to visualize and understand the user's experience across different touchpoints.

What You'll Bring:

• Bachelor's degree in Design, Marketing, Psychology or similar area of study
• 8+ years of experience in CX, Design, Digital Product Management or similar
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and presentation skills.
• Ability to assess, understand and rationalize various points of view across enterprise functions and drive to clear, simple conclusions.
• Ability to make sense of complicated landscapes and create easy to understand visuals and summaries.
• Experience with customer journey mapping and user research methodologies.
• Hands-on experience with Qualtrics platform is a plus.
• Leadership experience and comfort leading a small team.
• Ability to influence leaders and their teams in functions across the enterprise.

Pay Transparency

Salary Range: $164,000-$205,000

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.

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

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.

Our Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture.

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

Job Requisition ID: 91386