Job description

Location Designation: Hybrid - 3 days per week Role Overview The Experience Design & Change Management Lead is responsible for driving experience improvements across Third Party Distribution (TPD) Service. This role leads the mapping and redesigning key service journeys for clients, advisors, and customer service representatives, while leading structured change efforts to ensure successful adoption of new processes and tools. This position operates as a senior individual contributor, partnering across Operations, Technology, Salesforce, Correspondence, Web/Digital, Business Platforms, and Compliance to improve service effectiveness, reduce friction, and strengthen advisor ease of doing business. What You'll Do • Lead end-to-end journey mapping and service blueprinting for priority servicing experiences across clients, advisors, and service teams. • Diagnose root causes of inefficiencies, rework drivers, and service gaps using data, frontline insights, and process analysis. • Design and drive implementation of scalable future-state improvements that improve service quality, reduce cycle times, and enhance advisor, client, and representative experience. • Conduct comprehensive change impact assessments across people, process, technology, and controls. • Facilitate cross-functional working sessions to align priorities and execution plans. • Own and execute structured change management strategies for all assigned initiatives, from intake through post-implementation sustainment. • Develop and execute detailed change plans including stakeholder engagement, communications, training, and adoption strategies. • Influence and drive alignment with leadership to reinforce change, drive accountability, and embed new ways of working into day to day operations. • Use data and insights to inform decisions, prioritize initiatives, and continuously refine solutions. • Establish governance frameworks and feedback loops to monitor change effectiveness and course correct as needed. • Drive accountability across teams to meet timelines and deliver outcomes. What You'll Bring • 10+ years of annuity related experience is required. • Bachelor’s Degree required. • Ability to work as a team member. • Demonstrated experience leading complex change initiatives with measurable outcomes. • Knowledge of annuity products, procedures, processes, and distribution is required. • Strong expertise in structured change management methodologies • Must possess excellent organizational and time management skills. • Strong analytical and problem-solving skills, with the ability to translate insights into actionable solutions. • Proven ability to influence senior leaders and drive alignment across diverse stakeholder groups. • Excellent facilitation, communication, and stakeholder management skills, including influencing senior leaders. • Strong facilitation, communication, and analytical skills • Experience with journey mapping and structured change methodologies • Proactive mindset and strong work ethic • Proficient in MS Word, Excel, and PowerPoint Pay Transparency Salary Range: $100,000-$143,000 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. In addition to base salary, employees may also be eligible to participate in an incentive program. Please note : This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting. Company Overview At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact. Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress. As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it. 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. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site . Our Commitment to Inclusion At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space. 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, supported by the Foundation . We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com . Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities. Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs. Job Requisition ID: 93666

Requirements

Must-haves

Location Designation: Hybrid - 3 days per week
Lead end-to-end journey mapping and service blueprinting for priority servicing experiences across clients, advisors, and service teams.
Diagnose root causes of inefficiencies, rework drivers, and service gaps using data, frontline insights, and process analysis.
Design and drive implementation of scalable future-state improvements that improve service quality, reduce cycle times, and enhance advisor, client, and representative experience.
Conduct comprehensive change impact assessments across people, process, technology, and controls.
Facilitate cross-functional working sessions to align priorities and execution plans.
Own and execute structured change management strategies for all assigned initiatives, from intake through post-implementation sustainment.
Develop and execute detailed change plans including stakeholder engagement, communications, training, and adoption strategies.
Influence and drive alignment with leadership to reinforce change, drive accountability, and embed new ways of working into day to day operations.
Use data and insights to inform decisions, prioritize initiatives, and continuously refine solutions.
Establish governance frameworks and feedback loops to monitor change effectiveness and course correct as needed.
Drive accountability across teams to meet timelines and deliver outcomes.
10+ years of annuity related experience is required.
Bachelor’s Degree required.
Ability to work as a team member.
Demonstrated experience leading complex change initiatives with measurable outcomes.
Knowledge of annuity products, procedures, processes, and distribution is required.
Strong expertise in structured change management methodologies
Must possess excellent organizational and time management skills.
Strong analytical and problem-solving skills, with the ability to translate insights into actionable solutions.
Proven ability to influence senior leaders and drive alignment across diverse stakeholder groups.
Excellent facilitation, communication, and stakeholder management skills, including influencing senior leaders.
Strong facilitation, communication, and analytical skills
Experience with journey mapping and structured change methodologies

Nice-to-haves

None flagged.

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