Senior Associate, UX Product Designer

New York Life•New York, NY

13d•Hybrid

About The Position

We’re building the next generation of digital products in our industry, and we’re looking for a UX Product Designer to own and elevate NYL360—one of our most important digital experiences in the New York Life ecosystem. You’ll work with a small team of Product Designers and partner closely with Product, Engineering, and Research in an agile sprint framework to deliver customer-centered, compliant, and high-performing NYL360 experiences. This role is hands-on: you’ll design key parts of NYL360 yourself while setting direction, coaching designers, and ensuring the team consistently ships high-quality work. You’ll connect end-to-end workflows—from getting oriented and finding what you need, to completing tasks, tracking status, and follow-up moments—across web and mobile where NYL360 lives.

Requirements

Portfolio required: Please include a portfolio or case studies as a document or link with your resume when applying (including any passwords). Please do not use Dropbox or other file-sharing tools we cannot access.
6+ years of digital product design experience, with a track record of shipping high-quality experiences.
2+ years leading or mentoring designers (formal people management, team lead, or player/coach roles).
Strong experience designing complex, workflow-driven products (dashboards, portals, servicing experiences, forms/documents) and/or customer self-service experiences.
Experience working closely with engineers in an agile sprint environment; comfortable moving from discovery to delivery.
Strong command of human-centered design, interaction design, visual design, and UX writing collaboration.
Comfortable using qualitative + quantitative inputs to make decisions and prioritize work.
Strong facilitation and communication skills; able to align cross-functional partners and present work to senior stakeholders.
Proficiency with Figma (and modern prototyping tools) and collaborative whiteboarding tools (e.g., FigJam, Miro).
Solid understanding of accessibility standards (WCAG) and inclusive design practices.
Experience designing AI-powered or automation features (e.g., recommendations, assistive copilots, or intelligent tooling) that improve real workflows.
Comfortable partnering with Data/ML and Engineering to shape prompts, inputs/outputs, and UX patterns that account for model limitations and edge cases.
Familiarity with Responsible AI and privacy-by-design practices (transparency, user control, and protecting sensitive customer data).
Bachelor’s degree in a relevant field (e.g., Design, Interaction Design, Fine Arts, HCI) or equivalent practical experience.

Nice To Haves

Experience in life insurance, financial services, or other highly regulated environments.
Experience partnering with Legal/Compliance and working through content, disclosure, and governance reviews.
Experience with experimentation (A/B testing), personalization, and optimization of key journeys (adoption, task completion, and efficiency).
Experience shipping generative AI (LLM) features to production, including evaluation, monitoring, and iterative improvement.

Responsibilities

Lead design pod focused on the NYL360 experience; set clear goals, priorities, and quality standards.
Partner with Product Managers and Engineers to shape the roadmap and sprint plans (discovery, design spikes, refinement, sprint planning, and retros).
Translate customer and business problems into clear experience outcomes, user stories, and acceptance criteria.
Deliver designs ahead of development: flows, wireframes, high-fidelity UI, prototypes, and detailed specs for build and QA.
Support teams through build: respond quickly to questions, review implementations, and drive design QA to ensure we ship what we intended.
Own core NYL360 workflows and moments that matter (e.g., landing/home experiences, navigation and search, client and policy views, task-based servicing, forms and document flows, notifications, status/confirmation states, and error/recovery).
Design for clarity and trust in complex, regulated flows: clear information hierarchy, plain language, and transparent next steps.
Balance usability, efficiency, accessibility, and compliance without compromising the customer experience.
Partner with Content Strategy, Legal/Compliance, and Accessibility to ensure designs are accurate, inclusive, and production-ready.
Partner with Research and Analytics to identify friction points and opportunities (task abandonment, time-to-complete, error rates, rework, and support/call drivers).
Plan and run usability tests, concept tests, and iterative evaluations; translate findings into prioritized improvements.
Define experience success metrics for NYL360 and track outcomes after launch (e.g., task success rate, time-to-complete, adoption/engagement, self-service rates, and user satisfaction).
Identify high-value opportunities for AI assistance within NYL360 workflows (e.g., intelligent search, summarizing information, drafting communications, next-best actions, and guided task completion).
Partner with Data Science/ML, Engineering, Product, and Compliance to translate model capabilities and constraints into experiences that are safe, usable, and production-ready.
Design human-in-the-loop patterns and guardrails (clear review/edit steps, confirmation moments, fallback paths, and error handling) so users stay in control.
Help define how we evaluate and improve AI experiences (e.g., usefulness, accuracy, adoption, time saved, error/rework rates) and iterate based on research, telemetry, and feedback.
Design for transparency and trust in a regulated environment: set the right expectations, communicate uncertainty, and protect sensitive data.
Run healthy design critiques and create a culture of fast feedback and shared ownership.
Coach designers on interaction design, visual design, information hierarchy, and storytelling; support career growth through regular 1:1s and actionable feedback.
Partner with Design Ops and the Design System team to use and improve shared components, patterns, and documentation that power NYL360 journeys and workflows, including AI interaction patterns where relevant.