Corporate Vice President, Customer Experience

 

Location Designation: Hybrid - 3 days per week 

 

 

Role Overview:

The Corporate Vice President, Customer Experience will lead the end-to-end customer experience strategy for New York Life Direct's Insurance Operations organization. This leader will integrate Customer Insights, Quality, Fraud, Risk, Payment Processing and Retention to create a more connected view of the customer journey, reduce friction, and improve customer and business outcomes. The role will establish shared accountability across organizational boundaries, translate customer and operational insights into action, and lead a multidisciplinary team responsible for protecting customer trust while improving service, retention, and operational performance.

 

What You'll Do:

· Develop and execute the end-to-end customer experience strategy and roadmap, aligning customer priorities with business objectives, operational plans, and measurable outcomes.

· Own and improve priority customer journeys by identifying moments that matter, removing friction and coordinating improvements across Operations, Claims, Technology, Product, Marketing, and other partners.

· Lead Customer Insights and Voice of the Customer capabilities, integrating feedback, complaints, quality results, interaction data, and operational metrics to identify root causes and prioritize action.

· Provide strategic oversight for Quality, Fraud, Risk, Payment Processing and Retention, balancing customer ease, control effectiveness, regulatory obligations, financial protection, and long-term relationship value.

· Establish customer experience governance, scorecards, and accountability; sponsor cross-functional process and digital improvements; and lead, develop and integrate a high-performing multidisciplinary organization.

 

What You'll Bring:

You are an enterprise-minded leader who sees the customer experience across the full journey rather than through individual functions or handoffs. You use customer, operational and financial data to define problems, make sound decisions and convert insights into practical improvements. You are equally comfortable setting strategy, establishing governance and leading execution, and you can balance customer needs with risk, compliance, and business performance.

You build strong relationships, communicate complex issues clearly and influence senior leaders and partners without relying solely on direct authority. You also have a strong record of developing leaders, building inclusive teams, and creating accountability for sustainable results.

 

Required Skills:

· Bachelor's degree or equivalent relevant experience in business, operations, technology, or a related field.

· 10+ years of progressive leadership experience in customer experience, operations, service, quality, risk, retention or a related discipline, including experience leading leaders and multidisciplinary teams.

· Demonstrated experience developing customer experience strategies and improving end-to-end journeys across multiple functions, channels, and stakeholder groups.

· Strong analytical and problem-solving skills, with the ability to integrate customer feedback, operational data, quality results, risk indicators and business measures into clear priorities and decisions.

· Proven ability to establish governance, influence senior stakeholders, resolve competing priorities, and drive complex cross-functional initiatives from strategy through implementation.

· Excellent executive communication, presentation, and relationship-management skills, with the ability to explain complex business problems, risks, and solutions clearly.

 

Preferred Skills:

· Experience in life insurance, financial services, or another highly regulated customer-service environment.

· Experience leading or partnering closely with Customer Insights, Quality, Fraud, Operational Risk, Payment Operations or Retention functions.

· Experience with journey management, Voice of the Customer platforms, contact-center analytics, digital transformation, artificial intelligence, or automation.

· Experience with Agile product development, continuous improvement, or process-management methodologies.

 

Pay Transparency

Salary Range: $166,500 - $238,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes