VP, Customer Experience - End-to-End Journey Leader

New-York-Life; Tampa (FL); Hybrid; USD 167,000 - 238,000; Full time

Benefits offered by this job

Adoption assistance

Student loan repayment

Comprehensive benefits

Job summary

New York Life Direct in Tampa, FL seeks a Corporate Vice President, Customer Experience to lead end-to-end strategy for Insurance Operations. You will integrate insights, quality, fraud, risk, payment processing and retention to improve the customer journey and outcomes.

You will lead a multidisciplinary team, establish governance, drive cross-functional improvements, and balance customer ease with regulatory duties to protect trust and strengthen relationships.

Qualifications

• Bachelor's degree or equivalent relevant experience in business, operations, technology, or related field.
• 10+ years of progressive leadership experience in customer experience, operations, service, quality, risk, retention or related discipline.

Responsibilities

• Develop and execute end-to-end customer experience strategy and roadmap across Operations, Claims, Technology, Product, Marketing and partners.
• Own and improve priority customer journeys by identifying moments that matter and removing friction.
• Lead Customer Insights and Voice of the Customer capabilities, integrating feedback and metrics to identify root causes and prioritize action.
• Provide strategic oversight for Quality, Fraud, Risk, Payment Processing and Retention while balancing customer ease and regulatory obligations.
• Establish governance, scorecards and accountability; sponsor cross-functional process and digital improvements; lead a multidisciplinary organization.

Skills

Executive communication

Stakeholder management

Governance

Cross-functional leadership

Analytical thinking

Education

Bachelor's degree or equivalent

Job description

New York Life Direct in Tampa, FL seeks a Corporate Vice President, Customer Experience to lead end-to-end strategy for Insurance Operations. You will integrate insights, quality, fraud, risk, payment processing and retention to improve the customer journey and outcomes.

You will lead a multidisciplinary team, establish governance, drive cross-functional improvements, and balance customer ease with regulatory duties to protect trust and strengthen relationships.