Senior Customer Experience (CX) Analyst

Location Designation: Fully Remote 

 

 

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.

 

GBS

 

 

This is a full-time, fully remote position. 

  

We’re looking for passionate Customer Experience Analysts who have built their career mission around customer feedback & customer experience. This is an opportunity to be the first to develop and execute the strategy to analyze and operationalize Voice of Customer (VoC) feedback in an organization focused on service excellence. This position requires uncovering actionable customer insights by analyzing customer, client, broker, employee and market feedback. The role also requires meeting regularly with teams/stakeholders to discuss trends in feedback, provide recommendations, and determine next steps to driving both exceptional service experiences and operational efficiencies. This individual will apply his/her knowledge of data analysis to solving real-world problems faced by our company and find opportunities for improvement of client, customer, and broker experiences. 

  

Responsibilities: 

  

• Experience leveraging data and feedback from customers or internal employees to drive business decisions and improvements 

• Effective communicator with written and oral presentations 

• Experience creating and managing detailed insights reports for stakeholders/leadership 

• Build and maintain VoC dashboards and performance metrics that illustrate opportunities and the resulting actions/value. 

• Actively sources and maintains knowledge of group benefits, financial industry, and customer experience data sources and cross-references qualitative feedback with quantitative data to find tie-ins between experience improvements and organizational performance. 

• Inform and partner with teammates/business stakeholders to drive successful operationalization of VoC insight initiatives. 

• Partner with VoC Consultant(s) to support successful VoC governance model. 

• Organizational skills to coordinate multiple tasks and project; must be detail-oriented 

• Ability to analyze qualitative and quantitative data to create clear and compelling reports that drive action 

• Must be able to use deep problem-solving skills to unpack issues/questions and develop relevant solutions 

• Passionate about the customer experience 

 

Qualifications: 

  

• Previous experience leading or supporting a CX/VoC analytics function in a large organization. 

• Bachelor’s Degree, or equivalent experience, required, master’s degree preferred.  

• 5-10 years’ minimum of customer experience and/or data & analytics experience required  

• Group benefits industry experience a plus 

• Experience using advanced analytical tools and techniques 

• Motivated and results-oriented individual with natural curiosity and scientific method mindset.  

• Comfortable in a fast-paced, constantly changing, team-oriented environment. 

• Highly effective communicator, excellent written, verbal, and interpersonal communication skills. 

• Able to effectively communicate complex subject matter to non-technical audiences. 

• Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines. 

• Innovative thinking and a champion of new ideas.  

 

 

It is recommended that all qualified candidates apply to this posting as soon as possible.  Residents of Colorado are hereby notified that the deadline to apply is 2 weeks from the Posting Date listed above.

 

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Salary range: $90,000-$135,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

 

Click here to learn more about our 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 comm