Senior Associate, Voice of the Customer

New York Life Insurance Co•Cleveland, OH

7d•$90,000 - $128,500•Hybrid

About The Position

The Voice of the Customer (VoC) Lead is responsible for designing, governing, and activating customer and advisor feedback to reduce friction, improve ease of doing business, and drive measurable service outcomes. This role ensures customer feedback moves beyond reporting and is translated into clear insights, ownership, and action across the organization.

Requirements

Experience in customer experience, insights, analytics, quality, or service operations.
Strong analytical and storytelling skills; ability to synthesize complex data into actionable insights.
Comfort operating in ambiguity and influencing without direct authority.
Experience working with surveys, customer feedback, and operational metrics.
FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

Responsibilities

Design and maintain transactional and diagnostic surveys aligned to customer and advisor journeys.
Establish governance over survey questions, definitions, cadence, and usage to prevent duplication and fatigue.
Ensure consistency of VoC measurement across service teams and products.
Analyze quantitative survey results and qualitative feedback (open text, call studies, sentiment themes).
Identify systemic friction drivers and distinguish isolated issues from enterprise‑level trends.
Integrate VoC insights with operational data (e.g., cycle time, error rates, rework) to provide context and meaning.
Translate insights into prioritized themes with clear problem statements and recommended actions.
Partner with business leaders to assign ownership and track follow‑through.
Monitor and report on impact, ensuring feedback loops are visibly closed.
Serve as a trusted advisor to Quality, Operations, Training, and Leadership teams.
Present insights in clear, executive‑ready narratives focused on decisions and outcomes—not raw data.