VP, Customer Insights & Experience Strategy

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

Benefits offered by this job

Discretionary bonus eligible

Job summary

New York Life Insurance in Tampa is seeking a Corporate Vice President, Customer Insights Management to lead a team that turns customer, experience and operational data into actionable insights that improve customer outcomes and operating performance.

You will determine methodologies, data sources and AI-enabled approaches to address business questions and provide strategic recommendations to senior leaders.

Qualifications

• Bachelor’s degree or equivalent experience in a quantitative field.
• 5–10 years of professional leadership experience.
• Ability to translate complex data into actionable business insights for senior leaders.
• Strong written, verbal and executive presentation skills.
• Experience leading cross-functional projects and managing competing priorities.
• Experience with customer surveys, VOC, speech analytics or related tools.
• Experience using GenAI/AI tools to accelerate analysis and decision-making.

Responsibilities

• Lead delivery and executive communication of customer insights and KPIs, translating data into actionable recommendations.
• Partner with Insurance Operations to identify opportunities and drive cross-functional improvements.
• Determine methodologies, data sources and tools to answer business questions including AI-enabled techniques.
• Shape and execute the customer experience management strategy and roadmap.
• Manage team portfolio and resources against high-value priorities.
• Develop team capabilities through coaching and cross-training.
• Lead strategic projects on behalf of Insurance Operations leadership.

Skills

Leadership

Data analysis

Executive presentation

Cross-functional collaboration

GenAI / AI tools

Strategic thinking

Stakeholder management

Education

Bachelor’s degree in Engineering, Mathematics, Statistics, Computer Science or related field

Tools

Qualtrics

Amazon Connect

Verint Speech Analytics

SQL

BI/Reporting tools

Job description

New York Life Insurance in Tampa is seeking a Corporate Vice President, Customer Insights Management to lead a team that turns customer, experience and operational data into actionable insights that improve customer outcomes and operating performance.

You will determine methodologies, data sources and AI-enabled approaches to address business questions and provide strategic recommendations to senior leaders.