Corporate Vice President, Customer Insights Management

New York Life•Tampa, FL

18h•$107,000 - $153,000•Hybrid

About The Position

As the Corporate Vice President, Customer Insights Management, you will lead a team that transforms customer, experience and operational data into actionable insights that improve customer outcomes and operational performance. You will determine the right methodologies, data sources and tools to address business questions and provide strategic recommendations to senior leaders. In this role, you will help shape and execute the customer experience management strategy and roadmap while advancing customer insights capabilities, including AI-enabled approaches. You will also lead efforts to identify customer experience opportunities and operational pain points, drive root-cause analysis and influence cross-functional solutions. In addition, you will lead strategic projects and business-critical initiatives on behalf of Insurance Operations leadership.

Requirements

Bachelor’s degree in Engineering, Mathematics, Statistics, Computer Science, a related field, or equivalent relevant experience
5–10 years of relevant professional experience, including demonstrated people-leadership experience
Demonstrated ability to translate complex data and analysis into actionable business insights and recommendations
Strong written, verbal and executive presentation skills
Experience leading cross-functional projects and managing competing priorities
Experience with customer survey, voice-of-customer, speech analytics and/or related customer-insights technologies
Experience using GenAI/AI tools to accelerate analysis and insight generation and support business decision-making

Nice To Haves

Experience with Qualtrics, Amazon Connect, Verint Speech Analytics, SQL, BI/reporting or other data-analysis tools
Advanced experience applying AI-enabled analytics techniques to customer, experience or operational data
Experience with process improvement and/or change-management methodologies
Experience within insurance, financial services, customer service operations or another highly regulated environment

Responsibilities

Lead the delivery and executive communication of customer insights, operational KPIs and reporting, translating complex data into recommendations that drive decision-making, improve customer outcomes and operational performance.
Partner with Insurance Operations leaders to identify opportunities, resolve operational pain points and translate findings into cross-functional improvements.
Determine the appropriate methodologies, data sources and tools to answer business questions, including research, journey mapping, customer analytics and AI-enabled techniques.
Provide thought leadership and help shape and execute the customer experience management strategy and roadmap, including evaluating and evolving supporting insights and technology capabilities.
Manage and prioritize the team’s portfolio and resources against the highest-value business priorities.
Develop team capabilities and bench strength through coaching, development and cross-training.
Personally lead strategic projects and business-critical initiatives on behalf of Insurance Operations leadership.