Business Analyst - Digital Web Experiences


Date: Feb 14, 2021

Location: New York, NY, US

Company: New York Life Insurance Co


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


This hands-on role consults with stakeholders to understand business problems, translates functional and non-functional requirements, designs solutions into the optimal end to end experience and delivers results. The BA – Digital Experiences is responsible to critically evaluate information gathered from multiple sources, contributes to the vision of the next evolution of the customer experience and partners with cross functional teams within Technology and Business to drive delivery of those experiences.


Key Responsibilities:

  • Work across internal functions, encouraging discussions and clearly communicate amongst key stakeholders to facilitate a coordinated effort that is crucial to the health of the overall customer and agent experience
  • Partner with Digital, Marketing, Service and Agency teams to contribute to and evolve the Customer Experience strategy and determine priorities for action on a continuous basis
  • Applies a design thinking approach to address significant opportunity areas for customer and agent experience improvement, achieving successful customer-centric transformation by contributing to change management efforts, partnering across technology functions and business areas to realize the target state
  • Creates journey maps, business process flows, wireframes, business and technical requirements and other innovative visuals to facilitate translation of the end state solution
  • Understands leading edge digital platforms to connect end-to-end experiences
  • Influences team members and business partners by explaining the impact of designing/development with the end user in mind, along with potential system limitations


Required Skills:

  • Bachelor's degree
  • Be well-versed with the latest tools and methodologies in design thinking, customer experience strategy, the role of technology in customer experience optimization, and customer journey and service design
  • 2+ years experience in UX design and research
  • Proven experience working with Front End Digital Technologies and developing requirements for the experience layer
  • Proven experience executing projects using Agile Methodologies, working across multiple scrum teams
  • Results-oriented individual with a very strong work ethic with the ability to demonstrate excellent communication, and problem-solving skills
  • Ability to act independently with sound judgment and thrive in an environment with diverse communication styles
  • Ability to prepare and present oral and written documents clearly and concisely
  • Exhibit knowledge of the work requirements demonstrated by a solid understanding and use of principles, and practices associated with Business Analysis
  • Strong attention to accuracy and detail
  • Ability to build strong relationships across technology and business
  • Ability to demonstrate curiosity and confidence in questioning stakeholders to ensure the problem statement and outcomes are properly understood and defined
    Preferred Skills:
  • 3+ years executing projects using Agile Methodologies and tooling such as Rally/Jira
  • Previous experience within the Life Insurance or Wealth Management domain



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Job Requisition ID: 83153 

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