Senior Associate, Customer Insights


Date: Jul 30, 2022

Location: Tampa, FL, US

Company: New York Life Insurance Co



When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.


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


The Senior Associate, Customer Insights, will be responsible for bringing together multiple sources of data (phone and web surveys, speech, transactions, demographics), analyzing, and developing insights that drive the optimization of the customer experience and efficiency gains/reduction in operational expenses.  This role will serve in an advisory capacity to internal business partners to help them understand and interpret these key drivers, resulting in realization of value. This role will use Qualtrics, SQL queries (Toad, SQL Workbench), and other tools and applications.


  • Ownership of OIS surveys within the Qualtrics platform, including maintenance, enhancements, and the coding of new surveys
  • Ownership of OIS dashboards within the Qualtrics platform, including maintenance, enhancements, and the building of new dashboards, taking complex information and presenting it in a logical, intuitive format
  • Assist the CVP, OIS, in the development of survey strategy and tactical agenda
  • Assist the CVP, OIS, in the development of new surveys, using market best practices where applicable
  • Create clear and targeted customer insights communications packages; present findings and recommendations (actionable insights) to key business stakeholders
  • Troubleshoot internal customer issues with Qualtrics dashboards, etc.
  • Effectively track and manage work via Jira, and document accomplishments
  • Proactively identify business opportunities, challenges, and anticipate plans for implementing strategy
  • Lead or co-lead important projects, at times multiple, that support strategic goals of the operation
  • Manage priorities while maintaining high productivity levels
  • Collaborate with other departments to solve problems and identify trends and opportunities
  • Collaborate with Finance department on all cost-benefit analyses/financial impact assumptions




  • Bachelor’s degree in Finance, Accounting, Mathematics, Statistics, Computer Science preferred
  • 3+ years’ related experience required
  • Proficiency with MS Office suite
  • Proficiency with BI and data mining tools and techniques (MicroStrategy, Toad, SQL), CX measurement tools (Qualtrics, Verint Speech Analytics)
  • Ability to lead or co-lead important cross-functional projects
  • Strong written and verbal skills when communicating with all levels management
  • Demonstrated analytical, investigative, problem-solving skills
  • Proficiency in MS Office suite, Toad/SQL, Qualtrics
  • Strong communication skills, detail-oriented, able to interact with all levels of the organization, able to present confidently and concisely to internal customers
  • High degree of knowledge of NYLD business practices, especially IO areas, general knowledge of Marketing, IT business processes
  • Strong understanding of NYLD data domains and their relationships
  • Strong understanding of NYLD business model and practices
  • Ability to leverage key internal relationships and establish new partnerships across NYLD
  • Ability to make recommendations that fit in the overall context of our business
  • Ability to mentor and train junior reporting analyst(s)
  • Ability to cross-train others on team
  • Ability to train business users to interact Qualtrics dashboards
  • Required to work closely with business partners to develop hypotheses to complex questions/issues and convey findings; this will require a high degree of consultative and analytical ability
  • Ability to present findings/data, make recommendations (actionable business intelligence) that help business partners advance their strategies and efficiently run our business
  • Possesses strong presentation skills
  • Communicates clearly, concisely, effectively with business partners
  • Story telling with data is essential


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




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. 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

Job Requisition ID: 86808




Nearest Major Market: Tampa

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