Location Designation: [[custrolelocationdesignation]]When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.Business Unit Overview:The Foundational Business Experience function is new to New York Life within the past year. We are beginning to develop a team of experience professionals who will lead and champion the development, execution, and continuous improvement of our client experience strategy. The team will be responsible for ensuring that every interaction, touchpoint, and communication with our clients is seamless, personalized, and exceeds their expectations. Their leadership will directly impact our reputation, client retention, and overall success.Role Overview:As Voice of the Customer Analyst, you will be responsible for performing customer feedback research and analysis to support business decisions and present findings to leadership. You will determine the root cause for favorable and unfavorable customer experiences, while providing suggestions on how to improve current practices and identify best practices our team can implement. Furthermore, you will partner with our Foundational Business Value Stream teams on problem solving initiatives to improve experience in line with the feedback.What You’ll Do:
VoC research, trending and analysis utilizing Qualtrics data as well as other data sources that are under development for client and agent feedback including digital and phone interactions, social listening, survey input, etc.
Communication Excellence: Support the development and delivery of clear and effective internal communications, ensuring consistent messaging, transparency, and relevance across various levels and stakeholders. Communication will be both educational (how/when do we bring the customer in the room) and decision driving (reports, trends, etc).
Continuous Improvement: Establish a robust feedback loop with clients and internal stakeholders to gather insights and feedback. Use this input to drive continuous improvement initiatives that enhance the overall client experience.
Metrics and Analytics: Define and track key performance indicators (KPIs) related to client satisfaction, loyalty, and retention and work with FB (Foundational Business) leaders to develop, test and eventually deploy a customer quality index that will be linked to scorecards. Regularly analyze data to identify trends, areas for enhancement, and opportunities to drive positive business outcomes.
Cross-Functional Collaboration: Work closely with departments such as marketing, product development, claims, underwriting, and technology to ensure alignment and consistency in delivering exceptional client experiences.
What You’ll Bring:
Bachelor's degree in Business, Marketing, Statistics or a related field.
Minimum of 3-5 years of experience in client research, client experience, customer service, or related roles within the insurance or financial services industry.
Proven track record of developing and executing successful experience measurement strategies that drive customer satisfaction and business growth.
Exceptional communication and interpersonal skills.
Analytical mindset with the ability to leverage data and insights to make informed decisions.
Proficiency in leveraging technology and data analytics to enhance client experiences, especially specific to Qualtrics or similar platforms.
Experience in managing and implementing client feedback mechanisms and continuous improvement initiatives.
Salary range: [[custsalaryRangePosting]]Overtime eligible: [[customString6]]Discretionary bonus eligible: [[custmerit]]Sales bonus eligible: [[stockPackage]]Click here to learn more about ourbenefits (https://www.newyorklife.com/careers/corporate/benefits) . Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.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 (https://www.newyorklife.com/foundation) . We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visitLinkedIn (https://www.linkedin.com/company/newyorklife/) , ourNewsroom (https://www.newyorklife.com/newsroom/) and theCareers (https://www.newyorklife.com/about/careers/) page of www.NewYorkLife.com .Job Requisition ID: [[id]]