Consumer Experience Manager (CX)


Date: Jan 11, 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


Manager - Consumer Experience


New York Life's Marketing group is seeking a highly qualified individual to join the Consumer Experience Center of Excellence based in New York, NY. This team is on the forefront of New York Life’s evolution to a digital, consumer-centric organization – to empower our customers with the financial security to Be Good at Life.  We are responsible for the design research, strategy, and measurement of an end-to-end experience for our consumers, clients, and agents. New York Life’s unique omnichannel position, spanning digital, telephonic, and in-person channels, enables us to deliver a comprehensive experience to our clients, and provides a unique opportunity for a passionate and talented experience professional to have significant impact on an evolving organization


Successful candidates should have:

  1. a passion for all facets of consumer experience (research, design, improvement, measurement, data, and analytics)
  2. insatiable curiosity for how and why consumers behave and what we can/should do about it
  3. an interest to help design and measure experience in a true omni-channel / service design context
  4. a drive to serve as a change agent and a relentless advocate for the consumer/customer, as well as a desire to seize the opportunity to be part of the ground up development of a new strategic capability for NYL
  5. a desire to use left and right brain skills including a blend of business savvy, analytic horsepower, human-centered design skills, and the communication and project management skills to ensure stuff gets done


Primary responsibilities for the position include:


  • Strategy, Design, and Improvement
    • Support design strategy projects including assisting with design research scoping, creation and critique of key experience design artifacts (e.g., journey maps, service blueprints, etc.), and prototyping/testing (e.g., sketches, storyboards, mock-ups) for multiple types of touchpoints (e.g., digital, print, service interactions, etc.) directly and with internal partners 
    • Translate design strategy projects into broader CX strategies, prioritizations, and roadmapping – identifying best practices, trends, and differentiators
    • Lead experience improvement efforts and facilitate internal operating teams to design and execute successful execution of closed-loop improvement and service recovery processes
  • Measurement and Analytics
    • Interpret business operations, strategies, and issues to design comprehensive CX measurement programs
    • Lead the creation, execution, and automation of CX performance measure surveys across multiple constituencies (consumers/applicants, clients, beneficiaries, agents, employees) including sampling strategies, question design and logic, and distribution
    • Support administration of experience management platform (Qualtrics) including managing data updates, cleanliness, integrity, etc.
    • Conduct analysis on CX data for trends, relationships, patterns, pain points and opportunities
    • Create concise executive summaries and data packs to articulate the business cases, current states, and effectiveness of CX programs
    • Lead dashboarding and reporting through data visualization and storytelling to enable operating teams to take (the right) actions
    • Monitor and maintain a portfolio, backlog, and roadmap of CX projects
  • Project Management, Communication and Collaboration
    • Manage CX projects including logistics support, action item tracking, communications, and status reporting
    • Support culture change through assistance with internal communication and collaboration including workshops, roadshows, newsletters/articles, etc.



Basic Qualifications

  • Bachelor’s degree in a relevant field (e.g., Anthropology, Sociology, Statistics, Business, Economics)
  • 5-7 years of experience in data gathering, analysis, and reporting on customer/user experience satisfaction measures (e.g., NPS, CSAT)
  • 4-6 years of experience supporting process improvement, experience design (e.g., journey mapping, experience blueprinting), and/or closed-loop/service recovery
  • 3-5 years implementing/executing surveys in enterprise-level measurement tools (e.g., Qualtrics, Medallia)
  • 3-5 years project management experience with complex, cross-team projects
  • Strong descriptive analytical skills
  • Collaborative work style and effective communication skills required


Preferred Qualifications

  • Masters degree in relevant field
  • Statistics knowledge a plus
  • Experience with design tools (e.g., Sketch, Adobe creative suite)
  • Experience in financial services is a plus





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