Senior Analyst, Experience and Performance Intelligence

Job DescriptionRequisition ID93812DepartmentExperience & Digital MarketingJob FunctionExperience & Digital MarketingLocationNew York,New York,United StatesRole Location DesignationHybrid - 3 days per weekLocation Designation: Hybrid - 3 days per weekSenior Analyst, Experience and Performance IntelligenceAbout the TeamWhen you join New York Life, you are joining a company that values career development, collaboration, innovation, and inclusivity. You will have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.In the Experience and Digital Marketing department, New York Life is evolving how it understands and designs experience. We’ve recently established the Experience and Performance Intelligence function to unify how we measure, learn, and optimize across every touchpoint. Our team integrates marketing, product, and experience data to show how brand health, customer journeys, and digital experiences work together to drive value for the company.The MandateThis role is responsible for analyzing and connecting customer journey interactions to business outcomes and qualitative outputs like Voice of the Customer, with a focus on digital experience and behavioral data. The Senior Associate will leverage clickstream data and analytics tools to uncover insights into who users are and how they engage and behave across websites and digital products.The role will partner closely with stakeholders across marketing, experience, digital product, and technology to develop measurement frameworks and generate actionable insights from complex, and often disparate, data sources. Success in this role requires intellectual curiosity, the ability to navigate a complex organization, and a strong foundation in connecting fragmented data into a cohesive narrative that drives decision-making.At New York Life, collaboration is at the heart of our culture. You will be expected to engage in cross-functional teamwork, partnering closely with peers to share insights and collectively drive impactful results. Your ability to foster strong relationships and communicate effectively with diverse teams will be essential in delivering high-quality work and advancing organizational goals.Key ResponsibilitiesSupport the development and maintenance of learning agendas by documenting open questions, tracking hypotheses status, and ensuring measurement activities are mapped to specific experience decisionsWork cross functionally with experience, design, and product partners ahead of launches to capture data requirements, understand what needs to be measured and ensure it’s in place in advanceNavigating organizational complexity to identify relevant data sources, establish baseline benchmarks and track performance against defined milestones across journeys for advisors and clientsAnalyze advisor and customer journeys across digital platforms to identify friction points, engagement drivers, and opportunities for optimizationSynthesize behavioral inputs and perceptive inputs (e.g., Voice of the Customer, Customer Satisfaction) for a comprehensive view of the customer experience to go beyond just the performance metrics and understand the why behind what the data showsCoordinate with experience, design, and product partners ahead of launches to capture what needs to be measured, surface data requirements early, and ensure the right tracking is in place before an experience goes liveWork hands-on with clickstream data (e.g., Adobe Analytics) to understand user behavior across websites and digital productsIntegrate and analyze disparate data sources (e.g., web analytics, product analytics, CRM) to generate holistic insightsTranslate complex behavioral data into clear, actionable insights for diverse stakeholdersPartner with cross-functional teams to align on measurement and journey optimization strategiesManage multiple projects simultaneously, prioritizing based on business impactProactively identify opportunities to enhance data collection, measurement frameworks, and analytical approachesProfile of the Ideal Candidate5–7 years of experience in digital, product, or marketing analytics, with a focus on customer journey or behavioral analyticsHands-on experience working with clickstream data (e.g., Adobe Analytics or similar platforms)Experience with analytics solutions for custom digital products (e.g., event-based tracking, product analytics tools)Strong ability to join and analyze disparate data sources to generate meaningful insightsFamiliarity with tagging frameworks and implementation (e.g., Adobe Launch or similar tools)Strong analytical and problem-solving skills, with attention to detailHighly curious, with a desire to explore data and uncover insightsComfortable navigating a complex, matrixed organization and working across multiple stakeholders; able to effectively manage ambiguityHighly collaborative, with the ability to influence and align across teamsProactive and self-directed, with strong organizational and prioritization skillsStrong communication skills, with the ability to tell clear, compelling data storiesPay TransparencySalary Range: $100,000-$140,000Overtime eligible: ExemptDiscretionary bonus eligible: YesSales bonus eligible: NoActual 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.Company OverviewAt New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it.Our BenefitsWe 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 InclusionAt 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 our LinkedIn to see how our employees and agents are leading the industry and impacting communities.Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs.Job Requisition ID: 93812Read More #J-18808-Ljbffr New-York-Life