Corporate Vice President, Customer Experience Manager

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. 

Role Overview:

As a Corporate Vice President, Customer Experience Manager, your primary responsibility will be to enhance the overall customer experience by managing customer journey mapping sessions, leading product owner wants/needs sessions, and ensuring our digital platforms meet customer needs with a working knowledge of HTML. You will focus on reducing call volumes, increasing net promoter scores (NPS), and craft end-to-end customer journeys that reflect thoughtful, user-centered design practices. You will collaborate with the Insurance Operations, Customer Programs, Retention and Research teams to identify opportunities to better serve our customers and increase sales through best-practice-based customer marketing. 

What You’ll Do:

• Lead and facilitate customer journey mapping workshops to identify friction points and opportunities for improvement.
• Conduct and document product owner needs/wants sessions to influence digital roadmap priorities.
• Collaborate with internal teams to ensure digital experiences are optimized for usability and accessibility.
• Support voice of the customer (VoC) programs by synthesizing feedback into actionable insights.
• Partner with Research and our Strategy team to drive customer segmentation strategies that increase satisfaction and sales.
• Ensure that digital platforms are user-friendly and meet customer needs effectively by leveraging UX best practices and efficiently delivering on those experiences with optimized code.
• Design integrated customer experiences by balancing business goals with user needs, informed by insights from multiple stakeholders. 

What You’ll Bring:

You are a strategic thinker with a strong passion for enhancing the customer experience. You leverage data and research to drive improvements and are comfortable collaborating cross-functionally. Your excellent communication skills and working knowledge of digital tools position you to deliver impact from day one.

Required Skills:

• Bachelor’s degree in Business, Marketing, or related field.
• 7+ years in customer experience, digital marketing, or UX strategy.
• Proficient in journey mapping and CX frameworks.
• Strong stakeholder management and facilitation skills.
• Experience with HTML and digital platform oversight.
• Ability to translate customer insights into business opportunities.
• Experience in user experience (UX), customer experience (CX), and service design methodologies. 

Preferred Skills:

• Master’s degree or MBA.
• Familiarity with CX platforms such as Qualtrics, Medallia, or Adobe Experience Cloud.
• Experience in the insurance or financial services sector.
• Knowledge of behavioral science or customer psychology.

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. 

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Pay Transparency

Salary Range: $110,000-$140,000 

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: 92099