Senior Associate, Experience Design and Change Management

Location: Hybrid – 3 days per week Role Overview The Experience Design & Change Management Lead is responsible for driving experience improvements across Third Party Distribution (TPD) Service. This senior individual contributor leads the mapping and redesigning of key service journeys for clients, advisors, and customer service representatives, and guides structured change efforts to ensure successful adoption of new processes and tools. What You'll Do 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. What You'll Bring 10+ years of annuity‑related experience. 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. Strong expertise in structured change‑management methodologies. 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. Proactive mindset and strong work ethic. Proficient in MS Word, Excel, and PowerPoint. Pay Transparency Salary Range: $100,000 - $143,000. Overtime eligible: Exempt. Discretionary bonus eligible: Yes. Sales bonus eligible: No. Actual base salary will be determined based on several factors including experience, skills, qualifications, and job location. Employees may also be eligible for an incentive program. This role requires FINRA licensed and/or FINRA Associated Person pre‑hire fingerprinting. Benefits We provide a full package of benefits for employees, including leave programs, adoption assistance, and student loan repayment programs. #J-18808-Ljbffr New York Life