Senior Associate, Customer Insights

New York Life Insurance•Tampa, FL

2d•Hybrid

About The Position

The Senior Associate, Customer Insights acts as a trusted and strategic advisor to internal business partners by compiling, integrating, and analyzing Voice of Customer (VoC) feedback and customer behavioral data to deliver actionable insights that improve customer experience and operational efficiency. The role identifies trends, customer friction points, and key business drivers to help stakeholders make informed, data-driven decisions and partners cross-functionally to drive customer experience improvement initiatives using Qualtrics, speech analytics, AI technologies, and advanced analytical solutions.

Requirements

5+ years of relevant experience in customer insights, analytics, or a related discipline.
Advanced proficiency with CX measurement tools, including Qualtrics and speech analytics platforms.
Working knowledge of BI and data mining tools and techniques (e.g., SQL, MicroStrategy, Toad).
Strong business acumen with the ability to connect insights to strategic business outcomes.
Experience developing and delivering customer insight narratives using survey, speech, operational, and customer behavioral data.
Experience training business users on CX tools and insights interpretation.
Strong proficiency in data analysis and insight generation.
Demonstrated analytical, investigative, and problem-solving capabilities.
Strong storytelling skills with the ability to influence decision-making.
Strong written and verbal communication skills, including executive-level presentations.
Strong consultative skills to develop hypotheses and solve complex business problems.
Ability to build and leverage cross-functional relationships across a matrixed organization while independently managing multiple complex initiatives.

Nice To Haves

Bachelor's degree in Finance, Accounting, Mathematics, Statistics, Computer Science, or a related field preferred.
Proven ability to independently lead complex, cross-functional initiatives.
Experience defining and evolving CX measurement frameworks, standards, and best practices.
Experience partnering with Finance to develop and validate business cases and quantify financial impact.

Responsibilities

Lead and govern the Speech Analytics platform and capabilities, including taxonomy design, tuning, and optimization of speech categories to drive insight generation and business outcomes.
Partner in the co-ownership of Customer Experience Management (CEM) within the Qualtrics platform, shaping enhancements, survey strategy, and insight delivery.
Develop and deliver integrated customer insight narratives by combining survey, speech, and operational data to inform business decisions and drive measurable outcomes.
Analyze end-to-end customer journeys to identify friction points, experience drivers, and opportunities for optimization.
Lead the design, deployment, and continuous improvement of Customer Insights programs, ensuring scalability and alignment to strategic business priorities
Lead and support cross-functional initiatives by integrating disparate data sources, solving complex business problems, and recommending strategies to improve customer experience and reduce expense.
Integrate disparate data sources to develop a holistic view of customer behavior and experience drivers