Senior Associate, Experience Design and Change Management

New York Life Insurance Co•New York, NY

171d•Hybrid

About The Position

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.

Requirements

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
FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

Responsibilities

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.