Senior Associate, Service Design Lead

Job Requisition ID: 93990

Location Designation: Hybrid - 3 days per week 

Service Design Lead, human and AI-experiences

New York Life – Design Strategy Team

Summary

Full-time Based in New York City Hybrid | Onsite 3x/week (Tues–Thurs) Marketing, Product & Design

 

What makes us stand out

As an award-winning Fortune 100 Company, diversity and humanity are deeply rooted values in our company culture. We are vocal advocates for a supportive and inclusive work culture that inspires our employees to do meaningful, life-changing work. We believe there is a wealth of knowledge we can learn from one another, and that together, we can enact real-world change.

When you join New York Life, you're joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You'll have the opportunity to grow your career while developing personally and professionally through various resources and programs. If you're ready to channel your creativity and strategic insight into an environment that values impact, we can't wait to welcome you to our team.

“Having built my entire career at New York Life, I have a deep appreciation for our history of providing financial security and peace of mind to our policy owners and clients.” – Craig DeSanto, Chair, President & CEO of New York Life

 

About the role:

New York Life is embarking on an ambitious journey to deliver industry-leading digital experiences for our customers and agents/advisors. This is a transformative role where creativity meets purpose. Beyond concepting, this role focuses on designing and operationalizing service experiences that connect strategy, digital products, and operational systems across the enterprise.

As a Service Designer on the Design Strategy team, you will play a key role in scaling New York Life’s journey mapping and service blueprinting capability while helping to systematize how service experiences are designed, governed, and evolved across the organization. You will partner with cross-functional stakeholders across product, operations, and technology to map, analyze, and improve the end-to-end experiences that power our business and enrich the lives of our audiences.

This role combines systems thinking, facilitation, and strategic design to enable better ways of working across teams, while establishing journey mapping as a core enterprise capability and connecting it to broader design systems and emerging AI-enabled experiences.

 

What you’ll do:

Scale and systematize service design

· Support a centralized Journey Mapping Center of Excellence (COE) operating in a hub-and-spoke model with business partners

· Enable new ways of working by consulting teams on journey mapping standards, frameworks, and best practices

· Evolve and manage the tools, templates, and processes needed to create and maintain high-quality journey artifacts

· Contribute to defining enterprise service design standards, ensuring consistency and repeatability across teams

Map and improve end-to-end experiences

· Partner with subject matter experts to define and map new journeys across customer, advisor, and internal experiences

· Facilitate discovery sessions to identify roles, systems, tools, and processes involved in each journey

· Surface friction points, opportunity areas, and moments that matter across the ecosystem

Augment and evolve existing journeys

· Collaborate with product, operations, and analytics teams to enrich journey maps with pain points, performance metrics, and supporting data

· Translate insights into opportunities that inform product roadmaps, operational improvements, and experience strategy

Connect service design to design systems

· Partner with design system and product teams to ensure journey insights inform reusable patterns, components, and interaction models

· Help bridge journey-level strategy and UI-level execution, enabling more consistent and scalable experiences across channels

· Identify opportunities to standardize experiences through shared design patterns and service components

Define standards for human and AI-enabled experiences

· Contribute to establishing principles and standards for experiences delivered by human agents, digital in