Experience Analyst I


Date: Dec 6, 2018

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 www.NewYorkLife.com.


Working under the direction of the Experience Review Manager, the Experience Analyst I will perform quality reviews of New York Life's Investments Solutions transactions to help the department achieve its goal of being unassailable.  Leveraging subject matter expertise of New York Life's systems and processes, this role will evaluate a variety of high priority service delivery activities.  Adhering to the Experience Review team's own standards for quality, the Experience Analyst will perform rigorous review of finished work product to assess completeness, accuracy, adherence to documented procedures and customer-centricity.  He/she will communicate the results of their reviews to Service Professionals and Management in an engaging thoughtful way so as to foster ongoing coaching and development. The successful Analyst will also apply critical thinking to the work items and procedures being reviewed, identifying opportunities to drive continuous improvement and mitigate risk.


Major responsibilities include:

  • Conduct quality reviews of Investment Solutions work activities, meeting internal standards for quality and consistency with focus on Investment Solutions
  • Maintain strong working knowledge of the Service Operation's administrative systems, products, procedures and services
  • Effectively communicate review findings to front line staff and management
  • Contribute anecdotal insights to the Experience Review team's collective feedback to be shared with internal customers
  • Support the achievement of ongoing team calibration and quality review consistency
  • Continually scrutinize our team's tools, processes, capabilities, and priorities with an eye on continuous improvement
  • Participate in special projects on an ad hoc basis as assigned by Manager



  • Education: Bachelor’s Degree Area of Study - Any area of study, Business (preferred), Liberal Arts
  • Quality Control and Call Coaching Experience preferred a minimum of 2+ years
  • Strong Customer service skills.
  • Strong verbal and written communication skills.
  • Excellent coaching and evaluation skills
  • Technical ExperienceHas a strong understanding of procedures and systems necessary to review assigned work types.
  • Business Knowledge: Has specialized skills or is skilled in a range of processes, procedures and systems to carry out assigned tasks.
  • Leadership: May provide informal guidance and support to more junior team members.
  • Problem Solving: Provides solutions to problems in situations that are atypical or infrequently occurring based on practice and existing precedents or procedures.
  • Decision Making/Nature of Impact: Impacts the quality, timeliness and effectiveness of the team: uses discretion to modify work practices and processes to achieve results or improve efficiency. Sound judgment and decision-making skills are critical when reviewing non-financial and financial transactions of moderate complexity for the purposes of ensuring that an item is processed within our procedural and regulatory guidelines.





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