Experience Insights Analyst

Job Requisition ID: 94208 Location Designation: Hybrid - 1 day per week This is a hybrid role. Qualified candidates must be able to commute to either the Cleveland Service Center or the New York Home Office at least once per week. Candidates are ideally located within 50 miles of one of these offices. Role Overview: 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. What You'll Do: Experience Insight Generation * 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 Journey & Experience Analysis * Evaluate end-to-end experiences rather than isolated interactions * Focus on key journeys such as: o Sales-to-service handoffs o New business and NIGO experiences o Advisor servicing journeys o Claims and escalations o Follow-up and status call drivers * Support the development and maintenance of experience questions, success measures, and insight priorities for assigned journeys Signal Capture & Insight Development * 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 Cross-Functional Partnership * 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 Reporting & Business Impact * Create dashboards, summaries, and executive-ready insight presentations * Track actions, improvement initiatives, and outcome effectiveness * Measure trends related to: o Advisor effort o Repeat contacts o Rework o Service effectiveness o Ease of doing business * Demonstrate linkage between insights and business outcomes What You'll Bring: * 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 Critical Skills * 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 #LI - EM1 #LI - HYBRID Job Level: LEVELPF2 Pay Transparency Salary Range: $58,500-$83,500 Overtime eligible: Exempt Discretionary bonus eligible: Yes Sales bonus eligible: No Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program. Please note: This role requires pre-hire fingerprinting. Our Benefits We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site. Our Commitment to Inclusion At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life's leadership in this space. 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 volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of Job Requisition ID: 94208