Experience Strategist, Senior Associate at New York Life Insurance Company in New York, NY

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Description

A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It's a career journey you can be proud of, and you'll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. We invite you to bring your talents to New York Life, so we can continue to help families and businesses "Be Good At Life." To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

Role Summary

New York Life's Marketing group is seeking a highly qualified individual to join the Experience practice based in New York, NY.  You will join the Experience team, which is at the forefront of New York Life’s evolution to a connected experience, consumer-centric organization – to empower our customers working closely with their Agents to have the financial security to Be Good at Life.  The Experience practice is responsible for the design research, strategy, and measurement of an end-to-end experience for our consumers, clients, and agents. New York Life’s unique omnichannel position, spanning digital, telephone, and in-person channels, enables us to deliver a comprehensive experience to our clients, and provides a unique opportunity for a passionate and talented experience professional to have significant impact on an evolving organization.

The Experience Strategy Analyst supports the creation and management of experience strategies and designs through data gathering and analysis (VOC data, behavioral data, etc.), development of plans and recommendations, and communication/presentation of those strategies.

 

Key Responsibilities

Successful candidates should have an insatiable curiosity for how and why consumers behave and what we can/should do about it, be passionate about working using a blend of left and right brain skills and be driven to serve as a change agent relentlessly advocating for the consumer/customer. This role will require passion for all facets of consumer experience (research, design, measurement), and is an opportunity to be part of the ground up development of a new strategic capability for NYL.

  • Lead data gathering & analysis across diverse data sets (voice of customer data, operating data, behavioral data) to drive experience strategies, prioritizations, business cases, and experience designs
  • Translate data analysis into broader business implications, CX strategies and implementation roadmaps– identifying best practices, trends, and differentiators for both current and future state experience design
  • Partners with other strategy peers (e.g., segment, brand, marketing, go-to-market) to build experience strategies with target markets, assist in persona creation, and align interrelated strategies to support growth goals
  • Research and report out on emerging trends in experience strategy & design in and outside of the financial services sector
  • Leads experience strategy projects including assisting with research scoping, contribution to and critique of key experiences and experience artifacts (e.g., journey maps, service blueprints, etc.), and prototyping/testing (e.g., sketches, storyboards, mock-ups) for multiple types of touchpoints (e.g., digital, print, service interactions, etc.) directly and with internal partners 
  • Partner within marketing to conduct and report on competitive and innovative experience strategies and implications for NYL
  • Manage experience projects including logistics support, vendor management, action item tracking, communications, and status reporting
  • Support culture change through assistance with internal communication and collaboration including workshops, roadshows, newsletters/articles, etc.

 

Skills

  • Deep customer experience strategy building skills including options shaping, prioritization, business case development, identifying key moments, etc.
  • Exceptional data gathering and analysis skills across experience, operating, and behavioral data
  • Ability to synthesize disparate data into insights into customer needs
  • Knowledge of experience measurement / survey data and its application including NPS, CSAT, etc.
  • Familiarity with operating and behavior data especially in digital and face-to-face interaction/sales contexts
  • History of applying human-centered design (design thinking)
  • Collaborative work style and effective communication skills required

 

Experience

  • 5-6 years of experience in data gathering, analysis, strategy development in customer experience domains
  • 2-3 years of experience supporting experience design practices (e.g., journey mapping, experience blueprinting) and applying service design / design thinking / human centered design methodologies and tools
  • 3-5 years project management experience with complex, cross-team projects
  • Experience in financial services is a plus
  • Experience with design tools (e.g., Sketch, Adobe creative suite) a plus

 

Education

  • Bachelor’s degree in a relevant field required (e.g., Design, Anthropology, Sociology, Statistics, Business)
  • Master’s degree in relevant field preferred

 

EOE M/F/D/V

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