Director of Service Design

Functional Area:

IT – Information Technology Estimated Travel Percentage (%): Up to 25% Relocation Provided: No American General Life Insurance Company

Your Future Team

Our Life and Retirement division is a unique franchise that brings together a broad portfolio of life insurance, retirement and institutional products offered through an extensive, multichannel distribution network. It holds long-standing, leading market positions in many of the markets it serves in the U.S. With its strong capital position, customer-focused service, breadth of product expertise and deep distribution relationships across multiple channels, Life and Retirement is well positioned to serve growing market needs.

Our career progression program will provide you with the opportunity to develop your skills strengthen your productivity and be eligible to progressively advance to positions with an increased responsibility and increased compensation. We provide you with the training and opportunity for development you provide your dedication, willingness to learn for a winning combination! 

AIG is one of the world’s largest insurance organizations providing protection and financial solution, with a history dating back to 1919. Over 56,000 employees serve customers in more than 80 countries and jurisdictions around the globe. The Life and Retirement business provides American with protection, investment and income solutions needed for financial and retirement security.

Your Contribution At AIG

As a Leader, you are respected for your deep technical expertise and/or ability to oversee programs and processes. You balance the needs of multiple stakeholders, making sound decisions using data, analysis, experience, and judgment, along with a risk mindset. Ultimately, you take ownership for key outcomes.

Overview of role:

The goal for AIG’s Individual Retirement business is to help people live with dignity in retirement. Process improvement and redesign are critical aspects of our operations transformation agenda. The Director of Service Design is a newly created position that will work directly with individual retirement operations leadership to design and ship our next-generation service capabilities. In this role you will own all aspects of intelligent design related to service operations and workflows for specific end-to-end customer journeys that cross product and channel. You will work with stakeholders from across the business to understand the needs of our users and of the business, establish end-to-end operating baselines, identify opportunities for improvements, make improvement recommendations, and lead the design and delivery of change recommendations that create better customer outcomes and drive positive business results. The ideal candidate will have a strong appreciation for the possibilities of, and limitations to, human-computer collaboration.

Responsibilities:

• Lead service design and strategy to scale complex workflows into usable solutions that address root pain points
• Advance a strong point of view, backed by personal expertise, design rationale, data and industry trends
• Establish end-to-end operating baselines and identify opportunities for improvements in process, workflow or service levels
• Design and deliver robust workflows for recovery from service failures
• Deliver user flow diagrams, interaction patterns, design specs, wireframes, mental models, information architecture and prototypes
• Participate, and often lead, user research with clear goals: a testable hypothesis and learning plan
• Work on multiple projects at one time, using strong communication skills to manage time and expectations appropriately

Preferred Qualifications:

• 5+ years of experience in service design, product design, interaction design or related field
• Deep knowledge of design principles and methods
• Pragmatic, curious and committed to testing new ideas
• Reliable teammate and solution designer for vague and complex problems
• Bias toward outcomes with the ability to clearly define the actions needed to achieve them
• Effective communicator, partner, negotiator
• Expertise conveying ideas and concepts through storyboards, wireframes, prototypes
• Experience working with automation technologies (rule systems, robotics, machine learning)
• Understanding of lean business models and agile delivery frameworks
• A portfolio demonstrating the strength of your craft and collaborative process

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

We consider qualified applicants with criminal histories, consistent with applicable law.