Director, AI/Agentic Experience Strategy and UX Architecture – Consumer Journeys

Job Description

Corporate Vice Pres, Dir, AI/Agentic Experience Strategy and UX Architecture – Consumer Journeys | New York Life Insurance Company

The Tone:
This is a full-time role at New York Life Insurance Company, located in New York, USA, requiring three days per week in the home office. As a Fortune 100 mutual life insurer, New York Life is actively transforming its services by building advanced AI-enabled digital experiences. This Director-level position is vital for defining, structuring, and governing AI and agentic experiences across the full consumer and client lifecycle, ensuring consistency and strategic impact in how clients engage with the company’s financial products.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – New York, USA
• Pay: $119000–$200000 yearly
• Team: Experience and Digital Marketing
• Mission: Defines, structures, and governs AI and agentic experiences across the full consumer and client lifecycle to maintain New York Life’s human-led advice model as a differentiator.
• Tech Stack: Generative AI, LLMs, Agentic multi-step task automation, Predictive and next-best-action models, Conversational AI, Virtual assistants, RAG-based knowledge systems

What You’ll Actually Do
• Strategy: Facilitate and steward the AI and agentic experience strategy for consumer, client, and beneficiary personas across the full lifecycle.
• Vision: Reimagines consumer and client journeys by facilitating future-state AI-native experience visioning and defining fundamentally different AI-first models.
• Concept & Experimentation: Contributes to hands-on AI experience concept development and designs/facilitates AI experience experiment collaborations to build organizational evidence.
• Frameworks & Governance: Designs and facilitates workshops, develops structured frameworks, decision models, and contributes to AI experience governance frameworks and guardrail standards.
• Patterns & Consistency: Develops and curates a library of reusable AI and agentic UX patterns for consumer and client experiences to ensure consistent and intentional design.

The Must-Haves
• Background: Bachelor’s degree in Business, Finance, Product Management, Human-Computer Interaction, or a related field, with deep knowledge of consumer and client engagement in financial services.
• Experience: 10+ years in product strategy, experience strategy, management consulting, or strategic facilitation in complex, matrixed organizations, with a proven track record of hands-on AI experience concept development, experimentation, or prototyping, and direct engagement with AI or data teams.
• Skills: Deep financial services domain knowledge; working fluency across AI and agentic technology domains; exceptional strategic facilitation, framework development, and workshop design skills; ability to envision and articulate future-state AI experience models; hands-on fluency with AI tools and platforms.
• Bonus: Master’s degree preferred; experience developing novel strategy artifacts for emerging technology; current on AI adoption patterns in consumer financial services and insurance; exposure to omnichannel experience strategy.