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The Role
Leads customer insights management for Insurance Operations, translating customer, experience, and operational data into executive recommendations. Oversees KPIs, reporting, research, journey mapping, customer analytics, root-cause analysis, AI-enabled insights, and cross-functional improvement initiatives. Shapes the customer experience strategy and roadmap, manages team priorities and resources, leads strategic projects, and develops team capabilities through coaching and cross-training.
Summary Generated by Built In
Location Designation: Hybrid - 3 days per week
Role Overview:
As the Corporate Vice President, Customer Insights Management, you will lead a team that transforms customer, experience and operational data into actionable insights that improve customer outcomes and operational performance. You will determine the right methodologies, data sources and tools to address business questions and provide strategic recommendations to senior leaders.
In this role, you will help shape and execute the customer experience management strategy and roadmap while advancing customer insights capabilities, including AI-enabled approaches. You will also lead efforts to identify customer experience opportunities and operational pain points, drive root-cause analysis and influence cross-functional solutions. In addition, you will lead strategic projects and business-critical initiatives on behalf of Insurance Operations leadership.
What You'll Do:
• Lead the delivery and executive communication of customer insights, operational KPIs and reporting, translating complex data into recommendations that drive decision-making, improve customer outcomes and operational performance.
• Partner with Insurance Operations leaders to identify opportunities, resolve operational pain points and translate findings into cross-functional improvements.
• Determine the appropriate methodologies, data sources and tools to answer business questions, including research, journey mapping, customer analytics and AI-enabled techniques.
• Provide thought leadership and help shape and execute the customer experience management strategy and roadmap, including evaluating and evolving supporting insights and technology capabilities.
• Manage and prioritize the team's portfolio and resources against the highest-value business priorities.
• Develop team capabilities and bench strength through coaching, development and cross-training.
• Personally lead strategic projects and business-critical initiatives on behalf of Insurance Operations leadership.
What You'll Bring:
You are an analytical and strategic leader who can translate complex customer, experience and operational data into clear recommendations and action. You bring strong leadership, problem-solving and relationship-building skills and are comfortable influencing senior leaders and working across multiple business areas.
You can determine the right approach, methodologies and tools for the business question, manage competing priorities and lead high-priority initiatives while developing a strong team. You also bring experience driving root-cause analysis, process improvement and change.
Required Skills:
• Bachelor's degree in Engineering, Mathematics, Statistics, Computer Science, a related field, or equivalent relevant experience
• 5-10 years of relevant professional experience, including demonstrated people-leadership experience
• Demonstrated ability to translate complex data and analysis into actionable business insights and recommendations
• Strong written, verbal and executive presentation skills
• Experience leading cross-functional projects and managing competing priorities
• Experience with customer survey, voice-of-customer, speech analytics and/or related customer-insights technologies
• Experience using GenAI/AI tools to accelerate analysis and insight generation and support business decision-making
Preferred Skills:
• Experience with Qualtrics, Amazon Connect, Verint Speech Analytics, SQL, BI/reporting or other data-analysis tools
• Advanced experience applying AI-enabled analytics techniques to customer, experience or operational data
• Experience with process improvement and/or change-management methodologies
• Experience within insurance, financial services, customer service operations or another highly regulated environment
Pay Transparency
Salary Range: $107,000-$153,000
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.
Company Overview
At 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 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 hereto 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 www.NewYorkLife.com.
Visit 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: 94737
#BI-Hybrid
Role Overview:
As the Corporate Vice President, Customer Insights Management, you will lead a team that transforms customer, experience and operational data into actionable insights that improve customer outcomes and operational performance. You will determine the right methodologies, data sources and tools to address business questions and provide strategic recommendations to senior leaders.
In this role, you will help shape and execute the customer experience management strategy and roadmap while advancing customer insights capabilities, including AI-enabled approaches. You will also lead efforts to identify customer experience opportunities and operational pain points, drive root-cause analysis and influence cross-functional solutions. In addition, you will lead strategic projects and business-critical initiatives on behalf of Insurance Operations leadership.
What You'll Do:
• Lead the delivery and executive communication of customer insights, operational KPIs and reporting, translating complex data into recommendations that drive decision-making, improve customer outcomes and operational performance.
• Partner with Insurance Operations leaders to identify opportunities, resolve operational pain points and translate findings into cross-functional improvements.
• Determine the appropriate methodologies, data sources and tools to answer business questions, including research, journey mapping, customer analytics and AI-enabled techniques.
• Provide thought leadership and help shape and execute the customer experience management strategy and roadmap, including evaluating and evolving supporting insights and technology capabilities.
• Manage and prioritize the team's portfolio and resources against the highest-value business priorities.
• Develop team capabilities and bench strength through coaching, development and cross-training.
• Personally lead strategic projects and business-critical initiatives on behalf of Insurance Operations leadership.
What You'll Bring:
You are an analytical and strategic leader who can translate complex customer, experience and operational data into clear recommendations and action. You bring strong leadership, problem-solving and relationship-building skills and are comfortable influencing senior leaders and working across multiple business areas.
You can determine the right approach, methodologies and tools for the business question, manage competing priorities and lead high-priority initiatives while developing a strong team. You also bring experience driving root-cause analysis, process improvement and change.
Required Skills:
• Bachelor's degree in Engineering, Mathematics, Statistics, Computer Science, a related field, or equivalent relevant experience
• 5-10 years of relevant professional experience, including demonstrated people-leadership experience
• Demonstrated ability to translate complex data and analysis into actionable business insights and recommendations
• Strong written, verbal and executive presentation skills
• Experience leading cross-functional projects and managing competing priorities
• Experience with customer survey, voice-of-customer, speech analytics and/or related customer-insights technologies
• Experience using GenAI/AI tools to accelerate analysis and insight generation and support business decision-making
Preferred Skills:
• Experience with Qualtrics, Amazon Connect, Verint Speech Analytics, SQL, BI/reporting or other data-analysis tools
• Advanced experience applying AI-enabled analytics techniques to customer, experience or operational data
• Experience with process improvement and/or change-management methodologies
• Experience within insurance, financial services, customer service operations or another highly regulated environment
Pay Transparency
Salary Range: $107,000-$153,000
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.
Company Overview
At 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 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 hereto 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 www.NewYorkLife.com.
Visit 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: 94737
#BI-Hybrid
Skills Required
- Bachelor's degree in Engineering, Mathematics, Statistics, Computer Science, a related field, or equivalent relevant experience
- 5-10 years of relevant professional experience
- Demonstrated people-leadership experience
- Ability to translate complex data and analysis into actionable business insights and recommendations
- Strong written, verbal, and executive presentation skills
- Experience leading cross-functional projects and managing competing priorities
- Experience with customer survey, voice-of-customer, speech analytics, or related customer-insights technologies
- Experience using GenAI or AI tools to accelerate analysis and insight generation and support business decision-making
- Experience with Qualtrics, Amazon Connect, Verint Speech Analytics, SQL, BI/reporting, or other data-analysis tools
- Advanced experience applying AI-enabled analytics techniques to customer, experience, or operational data
- Experience with process improvement or change-management methodologies
- Experience within insurance, financial services, customer service operations, or another highly regulated environment
What the Team is Saying
Tyrone
Corporate Vice President, Employee Experience
Emma
Director, Tech, Data, AI, Ventures (TDAV)
Deepa
Chief Information Officer
Patricia
Corporate Vice President, Enterprise Technology Services
Joel
Senior Vice President, Founder & Head of New York Life Ventures
Nishit
Corporate Vice President, AI & Data Architect
New York Life Insurance Company Compensation & Benefits Highlights
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Retirement Support — Corporate employees are offered a 401(k) with company match and, for many roles, a defined‑benefit pension, with both the employee contributions and company match vesting 100% from day one. Qualified financial professionals may also have access to a defined‑benefit plan, per plan documents.
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Parental & Family Support — Paid New Parent leave doubled to 8 weeks for all parents as of January 1, 2024, and birthing parents typically receive an additional 6 weeks of paid short‑term disability. The company also highlights fertility and adoption support, backup childcare, tutoring, and elder‑care resources.
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Healthcare Strength — Medical, dental, and vision coverage are paired with HRAs/FSAs, an Employee Assistance Program, wellness programs, and telemedicine. Work/life perks such as gym discounts or on‑site gyms further reinforce the health and wellbeing offering.
New York Life Insurance Company Insights
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New York Life Insurance Company Leadership & Management
New York Life Insurance Company Company Growth, Stability & Outlook
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The Company
What We Do
At New York Life, our 180-year legacy of integrity, mutuality, and financial strength fuels a future defined by bold transformation. As the largest mutual life insurance company in the U.S., we operate on behalf of our policy owners—not shareholders. That structure allows us to take a long-term view, investing in people, purpose, and innovation that endures. Guided by a clear enterprise vision to become a technology-, data-, and AI-powered company, we’re modernizing our platforms, rearchitecting experiences, and embedding intelligence across our products and services. Our mission has always been about helping people through life’s most meaningful moments. Today, technology is amplifying that mission—enabling us to serve clients, advisors, and communities in more personalized, proactive ways. With a diversified business portfolio spanning insurance, investments, retirement, group benefits, and direct-to-consumer offerings, New York Life delivers the stability of a Fortune 100 company with the agility of one that’s continuously evolving. We’re powered by a values-led culture, inclusive teams, and a shared belief that when our people thrive, so does our company. Here, tradition fuels momentum—and your ideas, energy, and growth power what’s next.
Why Work With Us
New York Life is transforming from the inside out—blending 180 years of trust with the velocity of innovation. What makes us different is our culture: grounded in integrity, humanity, and shared success—values that show up in how we work, lead, and grow. If you want a place where innovation has purpose—build what's next with us.
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About our Teams
New York Life Insurance Company Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
Not Specified
