Senior Associate, Correspondence Analyst

New York Life•New York, NY

4d•$100,000 - $130,000•Remote

About The Position

The Correspondence Analyst creates consistent, compelling user experiences across email, SMS, and print, focusing on customer and client communications for Group Benefit Solutions. The role supports correspondence modernization, digitization, customization, automation, and scalable servicing capabilities across Group Benefits products. Working with Service, Claims, Distribution, Strategy, Solutions & Marketing, IT, Legal, Compliance, and vendors, the analyst gathers and translates business needs into clear correspondence requirements and technology solutions. The position also manages forms, supports portfolio initiatives, and uses metrics, stakeholder feedback, and AI tools to improve communications and processes.

Requirements

Bachelor’s degree in business, health management, or a related field.
At least 5 years of experience in insurance.
At least 2 years of experience with document management systems and forms automation tools such as SmartCOMM, and Adobe forms tools such as Adobe Acrobat for creating and maintaining fillable forms.
Proven experience as an Experience Owner or Product Owner in Agile projects building new tools and capabilities.
Strong understanding of document management principles, best practices, and industry standards.
Knowledge of Group Benefits, including Leave Management, Disability, Life, and Supplemental Health.
Business acumen, problem-solving, project management, and creative resourcefulness, with openness to unconventional solutions.
Ability to use AI tools to analyze correspondence data and customer feedback, identify trends and opportunities, inform strategy, and validate outputs using sound judgment.
Strong plain-language writing and editing skills for clear, accurate customer communications.
Working knowledge of accessible form and document design, such as WCAG.
Ability to build and interpret reports and metrics, such as correspondence volumes and duplicate letters, to support recommendations and decisions.
Ability to develop relationships across organizational levels and with external partners, influence stakeholders, and work effectively with diverse teams.
Ability to thrive in a fast-paced environment, take initiative, adapt quickly, and act with limited information.
Ability to make informed decisions through analysis, experience, and judgment.
Meticulous attention to detail to ensure accuracy and consistency in communications.

Responsibilities

Collaborate with cross-functional teams to gather correspondence requirements that meet regulatory standards and ensure communications are accurate, clear, and simple to understand.
Coordinate with Product Owners and IT teams to translate complex requirements into solutions within IT systems.
Design and develop solutions using document automation platforms such as SmartCOMM.
Gather and organize business needs for portfolio initiatives, incorporating operational insights and stakeholder feedback.
Coordinate acceptance of portfolio initiatives, ensuring correspondence requirements are met and defining the criteria for successful completion.
Assess legacy templates, identify opportunities to consolidate or retire content, and define reusable, scalable components across products using AI tools and resources.
Partner with business and technology teams to advance capabilities such as client customization, communication preference management, employer notifications, and automated letters, emails, and text messages.
Manage the end-to-end forms process, including maintaining and updating forms using Adobe, shaping forms strategy, and identifying process improvements.
Partner with IT to design and implement compliant forms solutions that provide a clear, consistent customer experience.
Use market and stakeholder insights to create communication strategies and set priorities.
Identify and implement process improvements across correspondence channels and Group Benefits products.
Use AI tools to analyze correspondence volumes, duplicates, and customer feedback to inform strategy and priorities.
Train and support teams on correspondence tools and best practices.
Track and analyze portfolio initiative performance using metrics and feedback to drive continuous improvement.