Corporate Vice President, Digital Customer Experience Manager

Location Designation: Hybrid - 3 days per week 

 

Our New York Life culture has laid the foundation for over 180 years of commitment to our employees, agents, policy owners, and the communities where we live and work. Here you become a valued part of a welcoming, inclusive, and caring organization with a long-standing legacy in stability and growth. The strength revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance.

 

As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities.  You will be part of an inclusive team guided by our belief to always be there for each other–providing the support and flexibility to grow and reach new heights while making an impact in the lives of others.

 

You are our future, and we commit to investing in you accordingly.

 

 

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. 

 

 

Role Overview:

 

As a Digital Customer Experience Manager, you will lead the design, strategy, development, and optimization of digital customer marketing and service experiences that boost sales, deepen engagement, increase self-service adoption, enhance operational efficiencies, and improve customer satisfaction and loyalty.

This is a digital marketing role with a focus on creative and journey design, UX insights, and cross-functional delivery. You’ll collaborate with business, product, and technology teams to develop intuitive, impactful digital solutions that meet customer needs while advancing business goals.

 

What You’ll Do:

 

• Design and implement digital customer journeys that drive engagement, conversion, and satisfaction
• Facilitate business and product owner “wants and needs” sessions and translate inputs into prioritized digital enhancements
• Identify digital experience friction points and unlock opportunities across the customer lifecycle
• Collaborate with agile, design, and development teams to deliver strategic, customer-centered digital solutions
• Use tools such as Content Square, Usertesting.com, and analytics platforms to evaluate performance and recommend UX optimizations 
• Partner with NYL Direct’s research and competitive intelligence teams to uncover best practices and drive innovation

 

What You’ll Bring:

 

You’re a digital marketing and UX leader with a track record of shaping and delivering customer experiences that are data-informed and strategically aligned. Adept at synthesizing stakeholder input and navigating complex environments, you bring strong design sensibilities, practical execution, and cross-functional leadership to every initiative. Your approach is customer-centric, outcome-focused, and collaborative by nature.

 

Required Skills:

 

• Bachelor’s degree in Marketing, Design, or related field
• 7+ years in digital customer experience, UX, or digital marketing
• Demonstrated success leading digital initiatives in cross-functional environments
• Experience with Adobe Creative Cloud, Figma and Adobe Marketing Cloud (or similar platforms)
• Experience with platforms including Content Square and Usertesting.com, along with a strong interest in exploring emerging technologies, including AI/GenAI tools
• Strong communication, facilitation, and decision-making skills

 

Preferred Skills:

 

• Working knowledge of HTML and front-end design principles
• Experience in the insurance or financial services industry
• Background in customer journey mapping, CX frameworks, and service design methodologies
• Understanding of agile delivery models and collaboration with architecture/technology teams

 

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. 

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Pay Transparency

Salary Range: $110,000-$150,000 

Overtime eligible: