Experience and Performance Intelligence Senior Analyst

New York Life•New York, NY

2d•Hybrid

About The Position

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. 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.

Requirements

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., event-based tracking, product analytics tools)
Strong ability to join and analyze disparate data sources to generate meaningful insights
Familiarity with tagging frameworks and implementation (e.g., Adobe Launch or similar tools)
Strong analytical and problem-solving skills, with attention to detail
Highly curious, with a desire to explore data and uncover insights
Comfortable navigating a complex, matrixed organization and working across multiple stakeholders; able to effectively manage ambiguity
Highly collaborative, with the ability to influence and align across teams
Proactive and self-directed, with strong organizational and prioritization skills
Strong communication skills, with the ability to tell clear, compelling data stories

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