Experience Insights Analyst

Job Requisition ID:94208

Location Designation:Hybrid - 1 day per week

** This is a hybrid role. Qualified candidates must be able to commute to either the Cleveland Service Center or the New York Home Office at least once per week. Candidates are ideally located within 50 miles of one of these offices. **

Role Overview:

The Experience Insights Analyst is responsible for identifying analyzing and supporting the prioritization of advisor and client experience opportunities across key service and operational journeys. This role shifts the organization from a traditional call-monitoring approach to a journey-centric insight model focused on improving ease of doing business reducing friction and driving measurable business outcomes.

The role combines experience analysis operational insight generation and cross-functional partnership to identify root causes of breakdowns and influence enterprise-wide improvements.

This individual will partner closely with Quality Training VoC and business leaders to ensure experience insights support actionable improvements.

What Youll Do:

Experience Insight Generation

Analyze advisor and client journeys to identify friction points breakdowns repeat contacts rework loops and service inefficiencies

Translate interaction signals and operational data into actionable business insights

Support journey-level root cause analysis across service experiences

Identify emerging themes high-risk experience patterns and opportunities for operational improvement

Prioritize insights based on customer impact advisor effort operational risk and business value

Journey & Experience Analysis

Evaluate end-to-end experiences rather than isolated interactions

Focus on key journeys such as:

o Sales-to-service handoffs

o New business and NIGO experiences

o Advisor servicing journeys

o Claims and escalations

o Follow-up and status call drivers

Support the development and maintenance of experience questions success measures and insight priorities for assigned journeys

Signal Capture & Insight Development

Utilize targeted sampling models and interaction reviews to capture experience signals

Conduct targeted call and interaction studies focused on understanding why experiences break down

Leverage qualitative and quantitative data to validate themes and recommendations

Develop concise executive-level insight summaries and recommendations

Cross-Functional Partnership

Partner with Operations Service Quality Training Process Owners and Leadership teams to drive action planning

Support insight review sessions and root cause discussions with business stakeholders

Support governance processes that connect insights to actions and measurable outcomes

Reporting & Business Impact

Create dashboards summaries and executive-ready insight presentations

Track actions improvement initiatives and outcome effectiveness

Measure trends related to:

o Advisor effort

o Repeat contacts

o Rework

o Service effectiveness

o Ease of doing business

Demonstrate linkage between insights and business outcomes

What Youll Bring:

Experience in customer experience insights analytics quality or service operations.

Strong analytical and problem-solving skills

Experience translating data into actionable business recommendations

Ability to collaborate effectively across teams and stakeholders

Strong written and verbal communication skills

Experience working with operational data interaction analysis and customer feedback

Familiarity with call analytics speech analytics or interaction intelligence tools

Experience building operational reporting models

Experience supporting cross-functional initiatives or projects

Critical Skills

Analytical thinking

Journey-centric problem solving

Root cause analysis

Executive storytelling

Data interpretation

Operational awareness

Influence and collaboration

Prioritization and decision-making

Experience design mindset

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Job Level: LEVELPF2

Pay Transparency

Salary Range:$58500-$83500

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 individuals experience skills qualifications and job location. Additionally employees are eligible for an annual discretionary addition to base salary employees may also be eligible to participate in an incentive program.

Please note: This role requires pre-hire fingerprinting.

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 Lifes leadership in this space.

Recognized as one ofFortunes Worlds Most Admired Companies New York Life is committed to improving local communities through a culture of employee giving and volunteerism supported by the 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 .

Job Requisition ID: 94208