Experience Insights Analyst

New York Life Insurance Co•Cleveland, OH

1d•$58,500 - $83,500•Hybrid

About The Position

The Experience Insights Analyst is responsible for identifying, analyzing, and supporting the prioritization of advisor and client experience opportunities across key service and operational journeys. This role shifts the organization from a traditional call-monitoring approach to a journey-centric insight model focused on improving ease of doing business, reducing friction, and driving measurable business outcomes. The role combines experience analysis, operational insight generation, and cross-functional partnership to identify root causes of breakdowns and influence enterprise-wide improvements. This individual will partner closely with Quality, Training, VoC, and business leaders to ensure experience insights support actionable improvements.

Requirements

Experience in customer experience, insights, analytics, quality, or service operations.
Strong analytical and problem-solving skills
Experience translating data into actionable business recommendations
Ability to collaborate effectively across teams and stakeholders
Strong written and verbal communication skills
Experience working with operational data, interaction analysis, and customer feedback
Familiarity with call analytics, speech analytics, or interaction intelligence tools
Experience building operational reporting models
Experience supporting cross-functional initiatives or projects
Analytical thinking
Journey-centric problem solving
Root cause analysis
Executive storytelling
Data interpretation
Operational awareness
Influence and collaboration
Prioritization and decision-making
Experience design mindset

Responsibilities

Analyze advisor and client journeys to identify friction points, breakdowns, repeat contacts, rework loops, and service inefficiencies
Translate interaction signals and operational data into actionable business insights
Support journey-level root cause analysis across service experiences
Identify emerging themes, high-risk experience patterns, and opportunities for operational improvement
Prioritize insights based on customer impact, advisor effort, operational risk, and business value
Evaluate end-to-end experiences rather than isolated interactions
Focus on key journeys such as: Sales-to-service handoffs, New business and NIGO experiences, Advisor servicing journeys, Claims and escalations, Follow-up and status call drivers
Support the development and maintenance of experience questions, success measures, and insight priorities for assigned journeys
Utilize targeted sampling models and interaction reviews to capture experience signals
Conduct targeted call and interaction studies focused on understanding why experiences break down
Leverage qualitative and quantitative data to validate themes and recommendations
Develop concise, executive-level insight summaries and recommendations
Partner with Operations, Service, Quality, Training, Process Owners, and Leadership teams to drive action planning
Support insight review sessions and root cause discussions with business stakeholders
Support governance processes that connect insights to actions and measurable outcomes
Create dashboards, summaries, and executive-ready insight presentations
Track actions, improvement initiatives, and outcome effectiveness
Measure trends related to: Advisor effort, Repeat contacts, Rework, Service effectiveness, Ease of doing business
Demonstrate linkage between insights and business outcomes