Corporate Vice Pres, Dir, AI Experience Strategy

Location Designation: Hybrid - 3 days per week

Corporate Vice Pres, Dir, AI Experience Strategy (93854)

Department: Experience and Digital Marketing

Location: Hybrid, 3 days in Home Office, NYC (Tues, Wed, Thu)

For over 180 years, New York Life Insurance Company has helped people achieve financial security and peace of mind. As a Fortune 100 company and the largest mutual life insurer in the United States, we are now transforming how we deliver on that mission, building AI-enabled, next-generation digital experiences that redefine how we connect with the people and institutions we serve. This is a rare opportunity to shape that future from the inside.

Position Overview:

This role drives the end-to-end AI and agentic experience strategy across NYL’s key customers including consumers, clients, beneficiaries, advisors, advisor recruits, and other field personas. Working with product managers, channel managers, experience designers, and others who build our experiences, the role creates cohesion, consistency, and differentiation across the full journey and across products and channels.

The role is a hybrid of experience, product, design, tech, and business strategy, with strong AI fluency and a data-driven approach. It partners closely with Experience Design (e.g, service design, design strategy, UX research, design systems, and product design), Insights (e.g., research, VOC), both Digital and AI/ML Product Management, technology, data and other teams. The ideal candidate can move in both directions between strategy and technology: from the experience we want to the AI capabilities required to deliver it, and from what AI and technology teams can build to what it means for the experience. This role goes beyond frameworks into the specifics and nuances of real experiences.

Key Responsibilities:

AI Experience Strategy

• Proactively identify, evaluate, and recommend specific AI experience opportunities; define and steward the end-to-end AI experience strategy for key personas, including where AI leads, where it assists, and where people remain central.
• Translate strategy into the AI elements required (models, agents, evaluation, guardrails, human handoffs), and work with Technology and AI teams to assess what is feasible and what it means for the experience.

Data, Experimentation, and Measurement

• Build the data case for AI experience investments: define hypotheses and success metrics, set up experiments with key partners, and use results to improve, scale, or stop
• Define how AI experience quality is measured and partner to put those measures in place.

Partnerships

• Partner with Experience Design to develop future-state concepts, prototypes, and AI experience patterns, including how AI should behave, when, and for whom.
• Partner broadly with Business and Operations teams to understand and document processes and workflows to understand and reimagine AI-native future states, not just bolt-on AI enablement
• Work with Product Managers and delivery partners to shape priorities and roadmaps from an end-to-end view, staying engaged as solutions are tested, delivered, and improved

Governance and Communication

• Contribute to AI experience guardrails and governance with Compliance, Legal, and Technology partners, surfacing regulatory and risk considerations early.
• Communicate strategy and results clearly to senior leaders and working teams.

Qualifications:

Education

• Bachelor's degree in Business, Product Management, Human-Computer Interaction, Data Science, or a related field; Master's degree preferred.

Experience

• 10+ years in experience strategy, product strategy, or AI-enabled transformation in complex, matrixed organizations.
• Experience shaping AI or agentic experiences from concept through experimentation and measurement.
• Experience working with AI and technology teams in both directions: turning an experience strategy into AI requirements, and translating AI capabilities and constraints into experience decisions.
• Experience influencing experiences that span multiple products or channels in partnership with product, design, and insights teams.

Skills

AI-related skills most important to this role:

• Translating experience strategy into AI requirements: defining common experience requirements (quality, trust, disclosure, escalation, autonomy) that apply across LLM, agentic, and predictive implementations.
• Advising on how different AI implementation choices (model type, grounding and RAG, agent autonomy, automation versus assistance) change the customer, client, advisor, and recruit experience, including tradeoffs in accuracy, speed, cost, and risk.
• Pressure testing AI architecture and technical approaches against the experience strategy, and identifying gaps before they reach customers.
• Defining how AI experience quality is measured and designing experiments and pilots that show which AI experience models work, for whom, and why, including evaluation approaches for non-deterministic systems, in partnership with Insights and AI/ML teams.
• Translating responsible AI considerations (bias, explainability, disclosure, privacy) into practical experience guidance for product and technology teams.
• Using AI tools hands-on to prototype, simulate, and test experiences, and to evaluate AI behavior firsthand.

Other skills:

• Data-driven decision making, including experiment design and metric definition.
• Ability to define future-state, AI-native experience models, not only add AI to current ones.
• Strong communication across executive, business, and working-level audiences.
• Comfort with ambiguity and healthy skepticism toward hype, demonstrates initiative, practical judgment, and follow-through in moving work forward with partners

Preferred Qualifications

• Experience in insurance, financial services, or another regulated industry, including working with Compliance or Legal on AI or customer-facing guidance.
• Experience with advisor, field, or recruiting experiences.
• Experience creating new methods or artifacts for emerging technology where no playbook exists.

Pay Transparency

Salary 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.

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.

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Job Requisition ID: 93854