Senior Associate, Customer Insights

Title: Senior Associate, Customer Insights

Location: Tampa, FL, US

Hybrid - 3 days a week

Our New York Life culture has laid the foundation for over 175 years of commitment to our employees, agents, policy owners, and the communities where we live and work. Here you become a valued part of a welcoming, inclusive, and caring organization with a long-standing legacy in stability and growth. The strength revolves around our diversified, multi-dimensional business portfolio that goes beyond life insurance.

As a Fortune 100 company and industry leader, we provide an environment where you can explore your career ambitions, offering opportunities to tackle meaningful challenges and stretch your skills while balancing work and life priorities. You will be part of an inclusive team guided by our belief to always be there for each other-providing the support and flexibility to grow and reach new heights while making an impact in the lives of others.

You are our future, and we commit to investing in you accordingly.

As part of New York Life Direct, you'll join a team revolutionizing the life insurance experience for AARP members. We're the industry leader in direct-to-consumer life insurance, offering streamlined coverage directly to individuals, bypassing traditional agent models. Your work will directly impact lives by making life insurance accessible, affordable, and understandable for millions of Americans.

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

Role Overview:

The Senior Associate, Customer Experience Management, will be responsible for bringing together multiple sources of data (phone and web surveys, speech, transactions, demographics), analyzing and developing insights that drive the optimization of the customer experience and efficiency gains/reduction in operational expenses. This role will serve as an advisory capacity to internal business partners to help them understand and interpret these key drivers, resulting in realization of value. This role will use Qualtrics, Verint speech, data analysis, and other tools and applications.

What You'll Do:

• Joint responsibility for managing Customer Experience Management (CEM) within the Qualtrics platform, including maintenance, enhancements, and the coding of new surveys and dashboards. Taking complex information and presenting in a logical and intuitive format.
• Joint responsibility for the Verint Speech analytics platform, including maintenance and enhancement to speech categories and speech translation tuning
• Utilize best practices to enhance and deliver product to business in a timely manner
• Assist the CVP, CEM, in the development of survey strategy and tactical agenda
• Lead the development and deployment of new surveys, using market best practices where applicable
• Develop clear and targeted customer insights communication packages that include speech, survey data, and additional data/tools. Present findings and actionable recommendations to key business stakeholders.
• Troubleshoot internal customer issues involving Qualtrics dashboards and Verint speech analytics, etc.
• Effectively track and manage work via project management software, documenting accomplishments, laying out upcoming workload
• Proactively identify business opportunities, challenges, and anticipate plans for implementing strategy
• Lead or co-lead important projects, that support strategic goals of the operations, with the ability to handle multiple projects at a given time in addition to day-to-day activities.
• Manage priorities while maintaining high productivity levels
• Collaborate with other departments to solve problems and identify trends and opportunities
• Collaborate with Finance department on all cost-benefit analyses/financial impact assumptions

Requirements:

• Bachelor's degree in finance, Accounting, Mathematics, Statistics, Computer Science preferred
• 3+ years' related experience required
• Proficiency with MS Office suite
• Proficiency with CX measurement tools (Qualtrics, Verint Speech Analytics)
• Proficiency with data analysis with insight generation
• Familiarity with BI and data mining tools and techniques (MicroStrategy, Toad, SQL), and NYLD data domains and their relationships
• Ability to lead or co-lead important cross-functional projects
• Strong written and verbal skills when communicating with all levels management
• Demonstrated analytical, investigative, problem-solving skills
• Strong communication skills, detail-oriented, able to interact with all levels of the organization, able to present confidently and concisely to internal customers
• High degree of knowledge of NYLD business practices, especially IO areas, general knowledge of Marketing, IT business processes
• Strong understanding of NYLD business model and practices
• Ability to leverage key internal relationships and establish new partnerships across NYLD
• Ability to make recommendations that fit in the overall context of our business
• Ability to mentor and cross-train others on team
• Ability to train business users to interact CI tools (Qualtrics and Verint) dashboards
• Required to work closely with business partners to develop hypotheses to complex questions/issues and convey findings; this will require a high degree of consultative and analytical ability
• Strong presentation and storytelling skills with the ability to present findings/data, make recommendations (actionable business intelligence) that help business partners advance their strategies and efficiently run our business

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

Pay Transparency

Salary Range: $75,000-$101,000

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. 

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. 

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 the Foundation. 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.