Corporate Vice President, Experience & Performance Intelligence

Location Designation: Hybrid - 3 days per week 

The Opportunity
New York Life is evolving how it understands and designs customer, advisor, and employee experiences. We are establishing a new Experience & Performance Intelligence function to unify how we measure, learn, and optimize across every touchpoint. This role will connect customer and experience insights with performance, digital product, and journey analytics to understand the behaviors and moments that define how key audiences experience New York Life — and how those experiences drive trust and growth.

This leader will partner with key stakeholders to design, deliver, and use an end-to-end Experience & Performance Intelligence system that connects perception, behavior, and business outcomes.  They will integrate and translate data to show how messages, interactions, and channels work together to optimize performance, enhance experiences, and inform continuous journey improvements.

What success looks like:

• Provide insights and intelligence that influences and informs one integrated view of how customers and advisors experience the brand.
• Unified metrics that link trust, experience, and performance.
• Media, experience and digital product teams operating from the same data truth.
• A measurement system that enables faster learning and smart design.

What You’ll Do:

Experience & Performance Intelligence System

• Create and implement a unified Experience Intelligence Framework that connects brand, marketing, digital, and field data into a coherent measurement system.
• Define shared KPIs for perception (e.g., trust, satisfaction), interaction (e.g., engagement, conversion), and value (e.g., loyalty, growth).
• Provide clear requirements to integrate data across key platforms (e.g., Adobe, Mixpanel/Amplitude, Qualtrics) to create a complete view of the customer and advisor journey.
• Serve as a key stakeholder for Enablement, Technology, and Data teams to build and manage a seamless intelligence and data ecosystem.

Performance, Digital Product, and Journey Analytics

• Oversee Marketing Performance Analytics to optimize media effectiveness, creative performance, and spend efficiency.
• Lead Digital Product & Journey Analytics to identify friction points, improve conversion, and enhance digital experiences.
• Advance predictive and journey modeling capabilities to anticipate customer and advisor needs and identify emerging growth opportunities.
• Drive experimentation and test-and-learn agenda and initiatives that connect digital product experience to impact.
• Establish clear visibility into the full funnel, from awareness to advisor interaction and retention.
• Build analytics fluency across teams by enabling dashboards, shared frameworks, and consistent storytelling methods.

Insights, Narrative & Collaborative Culture

• Develop a recurring experience intelligence cadence, combining brand, voice of the customer, and behavioral data into one cohesive insight story.
• Translate insights into strategic recommendations that shape experience design, content, and investment decisions.
• Bring clarity to leadership conversations by connecting emotional drivers to performance outcomes.

• Facilitate cross-functional forums bringing together strategy, research, voice of the customer, design, and digital product leads to align priorities and methods. Partner with peers to ensure insights inform both creative and operational decisions.
• Foster and promote a culture of data-informed storytelling and continuous improvement.

What You’ll Bring:

• 10+ years in analytics, insights, or experience strategy across marketing, digital product, or customer data environments.
• Bachelor’s degree in Marketing or related fields, and/or equivalent experience.
• Experience leading people and building collaborative teams and developing talent across analytics and insights disciplines.
• Strong fluency in marketing effectiveness (e.g., MMM, attribution), digital product analytics (e.g., Mixpanel, Amplitude, Adobe), and CX/brand systems (e.g., Qualtrics).
• Strong business, technical and data acumen.
• Brings structure and focus to ambiguity, guiding teams to make confident decisions amid complexity and change.
• Proven experience designing frameworks that connect brand perception to behavioral and financial outcomes.
• Excellent data storytelling and communication skills with the ability to influence senior leaders with clarity and insight.
• Strategic and collaborative with the ability to navigate complex organizations and build cross-functional momentum.
• Critical systems thinker who can see across silos and translate complexity into direction.

Reports to:

Vice President of the Experience & Marketing Planning and Enablement Office

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Pay Transparency

Salary Range: $200,000 - $250,000 

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.

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 www.NewYorkLife.com.

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Job Requisition ID: 92769