Data Analyst - Speech Analytics


Date: Jun 28, 2019

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


Alternate locations: Cleveland, OH (Ohio); Dallas, TX (Texas); Tampa, FL (Florida)

The Service Insight and Analytics Team is seeking a Senior Analyst with a focus on Speech Analytics to support the New York Life’s Customer and Agent Service organization. Analytical challenges range from solutions for retaining our customer base to optimizing when and how we generate new business leads.

We work with big data ranging from demographics, transactional, external vendor to voice and text data. We are a growing team of talented professionals that aim to design, create and offer innovative data-driven solutions. This is a fantastic opportunity for you to help build out our speech analytic capabilities and partner with other data scientist within NYLife.

You will apply your problem-solving skills to work with internal stakeholders and external vendors to deliver complex analytics projects.

You will apply your data and coding skills to ingest, wrangle and explore external and internal data to gain business insights, prepare data for modeling, build and validate predictive models, and support production deployment of models.

You will apply your data science skills to work on projects such as sentiment and text/speech analytics.


  • Primary ownership and data analysis management of the Speech and Text Analytics capabilities. Subject matter expertise in Speech to text tools, and analytical methods.
  • Contributes to data analysis and modeling projects in Service. This includes data analyses and modeling, reports/presentations and implementation support
  • Provides technical support, which includes strategic consulting, needs assessments, project scoping and the preparation/presentation of analytical proposals
  • Collaborate with Service leaders to understand business challenges and devise solutions by using business acumen and mining vast amounts of data to draw insights
  • Utilizes data wrangling tools and data science techniques to create high-performing models and actionable insights to address business objectives and client needs
  • Assures compliance with privacy requirements during design and implementation of modeling and analysis projects
  • Actively participates in proof of concept tests of new data, software and technologies. Shares knowledge within the Service Insights Team
  • Follows industry trends and related data/analytics processes and businesses. Attends conferences, events, and vendor meetings as needed


Required Qualifications

  • Bachelor’s degree required, with Master’s degree highly preferred; concentration in statistics, math, economics or engineering
  • 5+ years of diverse data analysis experience working in a cross-functional, global team setting
  • 2+ years of experience with speech analytics solutions (i.e. Verint, Nuance, CallMiner, Clarabridge, Nexidia/NICE, or similar software)
  • Programming experience with SQL preferred
  • Programming experience with at least one of the followings: Python, R, SAS, or similar language is a plus
  • Experience with data visualization (e.g. Tableau), is preferred
  • Experience in sentiment analysis, advanced text analytics skills such as applying word embeddings in predictive modeling, a plus
  • Strong verbal and written communications skills
  • Proficiency in creating effective and visually appealing PowerPoint presentations and presenting to all levels of leadership








Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.




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