VP, AI-Driven Customer Insights & Experience

New York Life; Tampa (FL); Hybrid; USD 107,000 - 153,000; Full time

Job summary

New York Life is seeking a Corporate Vice President, Customer Insights Management to steer a team that converts customer, experience, and operational data into actionable insights that lift outcomes and performance. You will shape the CX strategy, advance insights capabilities including AI-enabled approaches, and lead strategic initiatives for Insurance Operations leadership.

You will partner with executives to identify opportunities, perform root-cause analysis, and guide cross-functional

Qualifications

• Bachelor's degree in Engineering, Mathematics, Statistics, Computer Science, or related field.
• 5-10 years of relevant professional experience, including demonstrated people-leadership experience.
• Demonstrated ability to translate complex data and analysis into actionable business insights and recommendations.
• Strong written, verbal and executive presentation skills.
• Experience leading cross-functional projects and managing competing priorities.
• Experience with customer survey, voice-of-customer, speech analytics and/or related customer-insights technologies.
• Experience using GenAI/AI tools to accelerate analysis and insight generation and support business decision-making.

Responsibilities

• Lead the delivery and executive communication of customer insights, KPIs and reporting, translating complex data into recommendations that drive decision-making.
• Partner with Insurance Operations leaders to identify opportunities and translate findings into cross-functional improvements.
• Determine methodologies, data sources and tools including research, journey mapping and AI-enabled techniques.
• Provide thought leadership to shape the customer experience management strategy and roadmap, evolving insights capabilities.
• Manage and prioritize the team's portfolio and resources against high-value priorities.
• Develop team capabilities and bench strength through coaching and cross-training.
• Personally lead strategic projects and initiatives on behalf of Insurance Operations leadership.

Skills

Executive communication

Leadership

Translate data into insights

Cross-functional collaboration

AI-enabled analytics

Strategic thinking

Education

Bachelor's degree in Engineering/Math/CS

Tools

Qualtrics

Amazon Connect

Verint Speech Analytics

SQL

BI/Reporting

Job description

New York Life is seeking a Corporate Vice President, Customer Insights Management to steer a team that converts customer, experience, and operational data into actionable insights that lift outcomes and performance. You will shape the CX strategy, advance insights capabilities including AI-enabled approaches, and lead strategic initiatives for Insurance Operations leadership.

You will partner with executives to identify opportunities, perform root-cause analysis, and guide cross-functional