Senior Associate, Customer Insights

Location Designation:Hybrid - 3 days per week

Role Overview:

The Senior Associate Customer Insights acts as a trusted and strategic advisor to internal business partners by compiling integrating and analyzing Voice of Customer (VoC) feedback and customer behavioral data to deliver actionable insights that improve customer experience and operational efficiency. The role identifies trends customer friction points and key business drivers to help stakeholders make informed data-driven decisions and partners cross-functionally to drive customer experience improvement initiatives using Qualtrics speech analytics AI technologies and advanced analytical solutions.

What Youll Do:

• Lead and govern the Speech Analytics platform and capabilities including taxonomy design tuning and optimization of speech categories to drive insight generation and business outcomes.
• Partner in the co-ownership of Customer Experience Management (CEM) within the Qualtrics platform shaping enhancements survey strategy and insight delivery.
• Develop and deliver integrated customer insight narratives by combining survey speech and operational data to inform business decisions and drive measurable outcomes.
• Analyze end-to-end customer journeys to identify friction points experience drivers and opportunities for optimization.
• Lead the design deployment and continuous improvement of Customer Insights programs ensuring scalability and alignment to strategic business priorities
• Lead and support cross-functional initiatives by integrating disparate data sources solving complex business problems and recommending strategies to improve customer experience and reduce expense.
• Integrate disparate data sources to develop a holistic view of customer behavior and experience drivers

What Youll Bring:

• Strong proficiency in data analysis and insight generation.
• Demonstrated analytical investigative and problem-solving capabilities.
• Strong storytelling skills with the ability to influence decision-making.
• Strong written and verbal communication skills including executive-level presentations.
• Strong consultative skills to develop hypotheses and solve complex business problems.
• Ability to build and leverage cross-functional relationships across a matrixed organization while independently managing multiple complex initiatives.

Required Skills:

• 5 years of relevant experience in customer insights analytics or a related discipline.
• Advanced proficiency with CX measurement tools including Qualtrics and speech analytics platforms.
• Working knowledge of BI and data mining tools and techniques (e.g. SQL MicroStrategy Toad).
• Strong business acumen with the ability to connect insights to strategic business outcomes.
• Experience developing and delivering customer insight narratives using survey speech operational and customer behavioral data.
• Experience training business users on CX tools and insights interpretation.

Preferred Skills:

• Bachelors degree in Finance Accounting Mathematics Statistics Computer Science or a related field preferred.
• Proven ability to independently lead complex cross-functional initiatives.
• Experience defining and evolving CX measurement frameworks standards and best practices.
• Experience partnering with Finance to develop and validate business cases and quantify financial impact.

Pay Transparency

Salary Range:$85000-$110000

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.

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 of Fortunes 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 .

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Job Requisition ID: 94157