Ui/Ux Design Consultant - I (Usd)

Job Title: Service Designer, Experience Design, Strategy & StandardsLocation: Home Office, NYC 51 Madison Ave, New York, NYHybrid: NYC 1-2 days in officeFulltime: 37.5 hoursMax Bill Rate: Fingerprinting Required: NoInterview: 3 interview process, phone screen, 1hr panel portfolio interview, final interivewSpotlight Call: 8/4 11amAbout the roleNew 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 at 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.What you ll doCore service design practiceFacilitate discovery sessions to identify the roles, systems, tools, and processes behind each journeyOrganize and synthesize qualitative research, stakeholder input, and business context into meaningful, focused frameworksMap end-to-end experiences across customer, advisor, and internal journeys, surfacing friction points, opportunity areas, and moments that matterProduce service blueprints that capture front-stage and back-stage layersMaintain journey artifacts as a living single source of truthProduction and process buildingBuild 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 handoffCreate scalable, shareable journey artifacts, using code-based or component-driven production approaches where they improve speed, consistency, and reusabilityEstablish and maintain a library of blueprint and journey map templates to support various levels of detail and scopeWhat you bringDemonstrated depth in service design, experience strategy, and/or journey mappingAbility to manage stakeholders, facilitate workshops, and educate others regarding the value and purpose of service design methodsProven ability to establish repeatable processes, not just deliver one-off artifactsStrong systems thinking, with the ability to connect experience to operational and technical ecosystemsProduction fluency: comfort producing scalable, shareable artifacts, including with code-based or component-driven methodsFluent in FigJam, Figma, Claude Design, or similar, and willing to work beyond themFamiliarity creating custom skills with agentic AI tools such as Claude and ChatGPTComfort in complex, regulated environments; financial services experience a plusPortfolio required with application. Please do not use Dropbox or Google Drive links, as we cannot access them.

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