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 You'll 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 You'll 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:

• Bachelor's 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: $85,000-$110,000
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.
Company Overview
At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.
Our diverse business portfolio creates opportunities to make a difference across industries and communities-inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you'll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.
As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what's next, and your growth powers it.
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 hereto 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 Life's leadership in this space.
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.
Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.
Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs.
Job Requisition ID: 94157
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