Location Designation: Hybrid - 3 days per week 

 

When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.

 

 

 

This role reports into New York Life’s Foundational Business Experience Team.  The Experience team was first established about a year ago and is developing and growing to provide Customer Insights and Competitive Intelligence to our business leaders and decision makers across the company.  We are responsible for Voice of the Customer and Voice of the Agent research as well as the Qualtrics platform and underlying infrastructure to evolve our research program.  We are also responsible for creating a backlog of customer journeys for moments that matter along the client and agent lifecycle to support the product discovery phase of digital product delivery across our six value streams. 

 

Role Overview:

This role will support the development and implementation of CX strategies to enhance overall user experiences across all touchpoints. Through customer research and current state journey mapping we have prioritized a set of agent and client experiences and enterprise shared foundational capabilities that will serve as a starting point for our backlog of strategies.  The selected candidate in this role will work with our VOC and marketing research teams to understand customer and competitive research as well as work alongside internal subject matter experts to develop these strategies and customer journey visualizations.

 

What You’ll Do:

Assist in development and implementation of user experience strategies that align with business objectives. Conduct user research and gather insights to understand customer needs and pain points. Collaborate with cross-functional teams, including design, marketing, product, and engineering, to create cohesive and compelling experiences. Analyze user data and feedback to identify areas for improvement and measure the impact of implemented strategies. Create user personas, journey maps, and experience blueprints to guide design and development efforts. Stay up-to-date with industry trends and best practices to continuously improve the user experience. Present findings and recommendations to stakeholders, ensuring alignment and buy-in for proposed strategies. Conduct thorough user research: Invest time in understanding your users’ needs, behaviors, and pain points through various research methods such as interviews, surveys, and testing. This foundational knowledge ensures that your strategies are user-centric. Embrace data-driven decision-making: Utilize data analytics to inform your strategies and measure their effectiveness. By basing decisions on solid data, you can create more targeted and impactful experiences. Collaborate across teams: Work closely with cross-functional Value Streams, Design, Development, Marketing, and Product Management. Effective collaboration ensures that all aspects of the user experience are aligned and cohesive. Stay updated with industry trends: Continuously educate yourself on the latest trends, tools, and best practices in your trade as well as in your industry. This knowledge helps you stay competitive and innovative in your approach. Competitive Research: Take an outside-in perspective, staying abreast of best-in-class experiences in and out of your industry.  Keep pace with the advances being made by your competitors. Create and maintain user journey maps: Develop detailed journey maps to visualize and understand the user’s experience across different touchpoints. Regularly update these maps to reflect changes and improvements, ensuring a seamless and consistent user experience.

What You’ll Bring:

Bachelor’s degree in Design, Marketing, Psychology or similar area of study 3-5 years of experience in CX, Design, Digital Product Management or similar Strong analytical skills with the ability to interpret data and make data-driven decisions. Excellent communication and presentation skills. Ability to make sense of complicated landscape and create easy to understand visuals and summaries Experience with customer journey mapping and user research methodologies. Hands on experience with FIGMA or similar for creation of customer journeys Hands on experience with Qualtrics platform is a plus

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Pay Transparency

Salary Range:  $95,000-$162,500 

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 FINRA licensed and/or FINRA Associated Person 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 Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

 

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.

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Job Requisition ID: 91384