Location Designation: Hybrid - 3 days per week
Director, AI/Agentic Experience Strategy and UX Architecture - Field JourneysDepartment: Experience and Digital Marketing
Location: Hybrid - 3 days in Home office, NYC (Tues, Wed, Thu)
Position OverviewThis role is the strategic facilitator behind how New York Life defines, structures, and governs AI and agentic experiences for field personas, spanning agents and advisors, agent recruiters, and related field persona roles. It is a facilitation and consulting-oriented role that combines strategic framework development with collaboration on hands-on AI experience concept development, experimentation, and practice innovation.
The Director operates as a trusted partner to a broad, matrixed set of stakeholders including product managers, designers, business operators, compliance partners, technology, AI, data, and field-facing business units. The ideal candidate brings deep knowledge of financial services practice combined with working fluency across AI and agentic technology domains, and a track record of moving beyond advisory work into hands-on concept development and experimentation.
Key ResponsibilitiesAI/Agentic Experience Strategy- Facilitate and steward the AI and agentic experience strategy for field personas, establishing consistency and cohesion for where and how AI should play a role across the full field lifecycle, from recruiting and onboarding through practice building, ongoing enablement, and productivity.
- Synthesize leadership vision and field practitioner input through top-down and bottom-up engagement into coherent, durable, and scalable frameworks.
- Distinguish where experiences should be AI-enabled versus AI-native, and define appropriate human-AI collaboration models anchored in the real dynamics of insurance and financial services practice.
- Develop a clear point of view on where AI accelerates field productivity, where human judgment is essential, and how NYL's human-led service model is maintained as a differentiator.
Future-State Experience Vision, Concept Development, and Experimentation- Facilitate future-state experience visioning for field personas that reimagines advisor workflows, recruiter journeys, and practice management in an AI-native context, defining what fundamentally different AI-first field experience models look like in addition to incrementally inserting AI into existing flows.
- Contribute to hands-on AI experience concept development in partnership with Field leaders and Experience Design, including AI behavior concept (what should this AI do, when, why, for whom) while collaborating with design partners on prototyping and testing.
- Design and facilitate AI experience experiment collaborations for field contexts, defining hypotheses, structuring tests, and evaluating outcomes to build organizational evidence for which AI experience models work and why.
- Document and conduct analyses of current-state workflows and AI touchpoints across field personas, and partner with Experience Design, and Field leadership to define future-state AI-enabled workflows and integrate AI experience vision into broader journey strategy.
- Maintain an ongoing view of the field AI experience landscape, tracking where pilots and point solutions exist, and working toward coherence and strategic integration across the portfolio.
AI Experience Artifacts, Tooling, and Practice Innovation- Pioneer new strategy and experience artifact types for field AI experiences that go beyond traditional experience deliverables, such as AI behavior maps for advisor copilots, agentic task flow diagrams for practice management automation, and AI experience scorecards for evaluating field AI quality.
- Build and use AI-powered tools to accelerate strategy work, including simulating field experience scenarios, stress-testing AI experience designs, and rapidly iterating on strategic artifacts.
Financial Services Domain Expertise- Apply deep knowledge of how life insurance, financial planning, retirement, and wealth management are practiced in the field to identify where AI creates genuine leverage versus where it introduces risk or erodes advisor trust.
- Understand the end-to-end field lifecycle, from recruiting and onboarding through prospecting, needs discovery, illustration, application, policy delivery, ongoing service, and practice growth, and map AI opportunity and risk across each stage.
- Bring informed perspective on the compliance and regulatory landscape for insurance and financial advice, including sales and marketing, suitability, state insurance regulations, and disclosure requirements, to ground AI strategy in what is permissible as well as what is possible.
AI Experience Patterns, Consistency, and Cohesion- Develop and curate a library of reusable AI and agentic UX patterns for field experiences (e.g., confidence and uncertainty signaling, progressive disclosure and contextual explainability, agentic task delegation and status transparency) to reduce fragmentation and accelerate consistent, intentional design.
- Recommend standards for consistent AI experience treatment across field personas while maintaining intentional nuance where roles have meaningfully different needs or risk profiles.
- Work with Product Design and Product Management to embed these patterns into how experiences are designed and built.
Framework Development and Strategic Facilitation- Design and facilitate workshops and collaborative forums to gather input and facilitate alignment from a broad stakeholder set, translating outputs into structured frameworks, decision models, and strategic recommendations.
- Develop business-oriented risk-complexity frameworks to align partners on appropriate levels of AI automation, assistance, and autonomy across field use cases.
- Develop shared frameworks for human-AI interaction patterns calibrated to the risk profiles and workflows of field personas; ensure frameworks are validated with product, design, and delivery partners before scaling.
Governance, Stakeholder Alignment, and Cross-Functional Collaboration- Contribute to AI experience governance frameworks and guardrail standards, and work with Business, Product Management, Technology, and Operations partners to ensure accountability is embedded within the teams responsible for execution and delivery.
- Participate in alignment between AI experience strategies and compliance, legal, and regulatory requirements, surfacing constraints early and translating them into applicable guidance that product and delivery teams can act on.
- Build and maintain strong working relationships across Product Management, Product Design, Field Business, Technology, Data and AI, Compliance, and Program Management.
- Communicate strategy, frameworks, and governance models clearly to senior leadership and working-level teams, and serve as a credible contributor to AI experience strategy discussions.
AI Domain Fluency and Technology Partnership- Maintain working fluency across key AI and agentic domains, including generative AI and LLMs, agentic and multi-step task automation, predictive and next-best-action models, and RAG-based knowledge systems, sufficient to engage credibly with technical partners and evaluate capability claims.
- Maintain hands-on familiarity with AI tools and platforms sufficient to use them in concept development, evaluate AI experience quality from direct experience, and model effective AI adoption for cross-functional partners.
- Bring a pragmatic lens to AI capability evaluation: unlock the art of the possible while maintaining healthy skepticism toward solutions in search of a problem.
QualificationsEducation- Bachelor's degree in Business, Finance, Product Management, Human-Computer Interaction, or a related field; Master's degree preferred.
Experience- 10+ years in product strategy, experience strategy, management consulting, or strategic facilitation in complex, matrixed organizations.
- Demonstrated expertise in life insurance, financial planning, retirement, or wealth management through practitioner experience, product or strategy roles within a carrier or broker-dealer, or consulting work serving these domains.
- Proven track record developing and operationalizing strategic frameworks and facilitating cross-functional workshops and alignment processes.
- Direct experience engaging with AI or data teams on product feasibility, capability tradeoffs, and responsible AI considerations.
- Track record of hands-on AI experience concept development, experimentation, or prototyping in partnership with design and technology teams.
- Experience partnering with compliance or legal teams to translate regulatory requirements into experience or product guidance in an insurance or financial services context.
Skills- Deep financial services domain knowledge across life insurance, financial planning, retirement income, and wealth management, including advisor practice dynamics and relevant regulatory context.
- Working fluency across AI and agentic technology domains, including generative AI, agentic systems, predictive models, and AI risk concepts, sufficient for credible technical partnership and capability evaluation.
- Hands-on fluency with AI tools and platforms sufficient to develop AI experience concepts, conduct AI behavior evaluations, and build strategy artifacts using AI.
- Exceptional strategic facilitation, framework development, and workshop design skills; able to structure ambiguous problems and drive groups to clear, actionable conclusions.
- Ability to envision and articulate future-state AI experience models, not just optimize current-state experiences with AI capabilities.
- Strong communication skills with demonstrated ability to tailor messaging across executive, business, and working-level audiences.
- Comfortable operating in ambiguity with a bias toward structure, pragmatic progress, and healthy skepticism toward hype.
Preferred Qualifications- Experience developing novel strategy artifacts or practice methodologies for emerging technology domains where established playbooks do not yet exist.
- Stay current on AI adoption across financial services and insurance carriers, bringing relevant competitive insight into strategic decisions.
- Exposure to omnichannel experience strategy, including digital self-service, contact center AI, agent-assisted models, and field distribution technology.
Pay TransparencySalary Range: $119,000 - $200,000
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.
Job Requisition ID: 93884
Diversit
