Job Title: Service Designer, Experience Design, Strategy & Standards
Location: 51 Madison Avenue NY, NY 10010
Schedule: Hybrid
Contract: 06 months to start with potential for extension
Payrate: $51.72/hr
Job Summary:
New York Life’s Experience Design organization is scaling its journey mapping and service design capability across the enterprise. We’re looking for an experienced Service Designer to operate as a hands-on practitioner, producing high-quality journey artifacts and establishing the repeatable process for producing them on a scale. Reporting to the Design Strategy Director (within the Experience Strategy & Standards team), this is a senior individual-contributor role for someone who already has deep service design experience and wants to apply it in a fast-moving, high-impact environment.
You’ll spend most of your time in the craft: mapping experiences, translating research into journey content, and producing artifacts that hold up as a single source of truth. Alongside that, you’ll build the templates, methods, and workflow that let NYL produce journeys consistently and at volume.
Roles & Responsibilities:
Core service design practice
- Facilitate discovery sessions to identify the roles, systems, tools, and processes behind each journey
- Organize and synthesize qualitative research, stakeholder input, and business context into meaningful, focused frameworks
- Map end-to-end experiences across customer, advisor, and internal journeys, surfacing friction points, opportunity areas, and moments that matter
- Produce service blueprints that capture frontstage and back-stage layers
- Maintain journey artifacts as a living single source of truth
Production and process building
- Build a repeatable, AI-ready production process (templates, methods, and workflow) that lets NYL produce journey artifacts consistently and at volume, designed for the Experience Strategy & Standards team to own and govern after handoff
- Create scalable, shareable journey artifacts, using code-based or component-driven production approaches where they improve speed, consistency, and reusability
- Establish and maintain a library of blueprint and journey map templates to support various levels of detail and scope
Qualifications:
- Demonstrated depth in service design, experience strategy, and/or journey mapping
- Ability to manage stakeholders, facilitate workshops, and educate others regarding the value and purpose of service design methods
- Proven ability to establish repeatable processes, not just deliver one-off artifacts
- Strong systems thinking, with the ability to connect experience to operational and technical ecosystems
- Production fluency: comfort producing scalable, shareable artifacts, including with code-based or component-driven methods
- Fluent in FigJam, Figma, Claude Design, or similar, and willing to work beyond them
- Familiarity creating custom skills with agentic AI tools such as Claude and ChatGPT
- Comfort in complex, regulated environments; financial services experience a plus
