Location Designation: Hybrid - 3 days per week 

 

 

Experience and Performance Intelligence Senior Analyst 

About the Team

When you join New York Life, you are joining a company that values career development, collaboration, innovation, and inclusivity. You will 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.

In the Experience and Digital Marketing department, New York Life is evolving how it understands and designs experience. We’ve recently established the Experience and Performance Intelligence function to unify how we measure, learn, and optimize across every touchpoint. Our team integrates marketing, product, and experience data to show how brand health, customer journeys, and digital experiences work together to drive value for the company.

The Mandate

This role is responsible for analyzing and connecting customer journey interactions to business outcomes and qualitative outputs like Voice of the Customer, with a focus on digital experience and behavioral data. The Senior Associate will leverage clickstream data and analytics tools to uncover insights into who users are and how they engage and behave across websites and digital products.

The role will partner closely with stakeholders across marketing, experience, digital product, and technology to develop measurement frameworks and generate actionable insights from complex, and often disparate, data sources. Success in this role requires intellectual curiosity, the ability to navigate a complex organization, and a strong foundation in connecting fragmented data into a cohesive narrative that drives decision-making.

At New York Life, collaboration is at the heart of our culture. You will be expected to engage in cross-functional teamwork, partnering closely with peers to share insights and collectively drive impactful results. Your ability to foster strong relationships and communicate effectively with diverse teams will be essential in delivering high-quality work and advancing organizational goals.

 

Key Responsibilities

• Support the development and maintenance of learning agendas by documenting open questions, tracking hypotheses status, and ensuring measurement activities are mapped to specific experience decisions
• Work cross functionally with experience, design, and product partners ahead of launches to capture data requirements, understand what needs to be measured and ensure it’s in place in advance
• Navigating organizational complexity to identify relevant data sources, establish baseline benchmarks and track performance against defined milestones across journeys for advisors and clients
• Analyze advisor and customer journeys across digital platforms to identify friction points, engagement drivers, and opportunities for optimization
• Synthesize behavioral inputs and perceptive inputs (e.g., Voice of the Customer, Customer Satisfaction) for a comprehensive view of the customer experience to go beyond just the performance metrics and understand the why behind what the data shows
• Coordinate with experience, design, and product partners ahead of launches to capture what needs to be measured, surface data requirements early, and ensure the right tracking is in place before an experience goes live
• Work hands-on with clickstream data (e.g., Adobe Analytics) to understand user behavior across websites and digital products
• Integrate and analyze disparate data sources (e.g., web analytics, product analytics, CRM) to generate holistic insights
• Translate complex behavioral data into clear, actionable insights for diverse stakeholders
• Partner with cross-functional teams to align on measurement and journey optimization strategies
• Manage multiple projects simultaneously, prioritizing based on business impact
• Proactively identify opportunities to enhance data collection, measurement frameworks, and analytical approaches

 

Profile of the Ideal Candidate

• 5–7 years of experience in digital, product, or marketing analytics, with a focus on customer journey or behavioral analytics
• Hands-on experience working with clickstream data (e.g., Adobe Analytics or similar platforms)
• Experience with analytics solutions for custom digital products (e.g