Corporate Vice President, Customer Experience Manager

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.

Role Overview:

As a Digital Customer Experience Manager, you will lead the design, strategy, development, and optimization of digital customer marketing and service experiences that boost sales, deepen engagement, increase self-service adoption, enhance operational efficiencies, and improve customer satisfaction and loyalty.

This is a digital marketing role with a focus on creative and journey design, UX insights, and cross-functional delivery. You'll collaborate with business, product, and technology teams to develop intuitive, impactful digital solutions that meet customer needs while advancing business goals.

What You'll Do:

• Design and implement digital customer journeys that drive engagement, conversion, and satisfaction
• Facilitate business and product owner "wants and needs" sessions and translate inputs into prioritized digital enhancements
• Identify digital experience friction points and unlock opportunities across the customer lifecycle
• Collaborate with agile, design, and development teams to deliver strategic, customer-centered digital solutions
• Use tools such as Content Square, Usertesting.com, and analytics platforms to evaluate performance and recommend UX optimizations
• Partner with NYL Direct's research and competitive intelligence teams to uncover best practices and drive innovation

What You'll Bring:

You're a digital marketing and UX leader with a track record of shaping and delivering customer experiences that are data-informed and strategically aligned. Adept at synthesizing stakeholder input and navigating complex environments, you bring strong design sensibilities, practical execution, and cross-functional leadership to every initiative. Your approach is customer-centric, outcome-focused, and collaborative by nature.

Required Skills:

• Bachelor's degree in Marketing, Design, or related field
• 7+ years in digital customer experience, UX, or digital marketing
• Demonstrated success leading digital initiatives in cross-functional environments
• Experience with Adobe Creative Cloud, Figma and Adobe Marketing Cloud (or similar platforms)
• Experience with platforms including Content Square and Usertesting.com, along with a strong interest in exploring emerging technologies, including AI/GenAI tools
• Strong communication, facilitation, and decision-making skills

Preferred Skills:

• Working knowledge of HTML and front-end design principles
• Experience in the insurance or financial services industry
• Background in customer journey mapping, CX frameworks, and service design methodologies
• Understanding of agile delivery models and collaboration with architecture/technology teams

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.

Pay Transparency

Salary Range:$110,000-$150,000

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 theFoundation.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.

Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.

Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs.

Job Requisition ID: 92099