Location Designation: Hybrid - 3 days per week
Role Overview:
As the Corporate Vice President, Customer Insights Management, you will lead a team that transforms customer, experience and operational data into actionable insights that improve customer outcomes and operational performance. You will determine the right methodologies, data sources and tools to address business questions and provide strategic recommendations to senior leaders.
In this role, you will help shape and execute the customer experience management strategy and roadmap while advancing customer insights capabilities, including AI-enabled approaches. You will also lead efforts to identify customer experience opportunities and operational pain points, drive root-cause analysis and influence cross-functional solutions. In addition, you will lead strategic projects and business-critical initiatives on behalf of Insurance Operations leadership.
What You'll Do:
• Lead the delivery and executive communication of customer insights, operational KPIs and reporting, translating complex data into recommendations that drive decision-making, improve customer outcomes and operational performance.
• Partner with Insurance Operations leaders to identify opportunities, resolve operational pain points and translate findings into cross-functional improvements.
• Determine the appropriate methodologies, data sources and tools to answer business questions, including research, journey mapping, customer analytics and AI-enabled techniques.
• Provide thought leadership and help shape and execute the customer experience management strategy and roadmap, including evaluating and evolving supporting insights and technology capabilities.
• Manage and prioritize the team's portfolio and resources against the highest-value business priorities.
• Develop team capabilities and bench strength through coaching, development and cross-training.
• Personally lead strategic projects and business-critical initiatives on behalf of Insurance Operations leadership.
What You'll Bring:
You are an analytical and strategic leader who can translate complex customer, experience and operational data into clear recommendations and action. You bring strong leadership, problem-solving and relationship-building skills and are comfortable influencing senior leaders and working across multiple business areas.
You can determine the right approach, methodologies and tools for the business question, manage competing priorities and lead high-priority initiatives while developing a strong team. You also bring experience driving root-cause analysis, process improvement and change.
Required Skills:
• Bachelor's degree in Engineering, Mathematics, Statistics, Computer Science, a related field, or equivalent relevant experience
• 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
Preferred Skills:
• Experience with Qualtrics, Amazon Connect, Verint Speech Analytics, SQL, BI/reporting or other data-analysis tools
• Advanced experience applying AI-enabled analytics techniques to customer, experience or operational data
• Experience with process improvement and/or change-management methodologies
• Experience within insurance, financial services, customer service operations or another highly regulated environment
Pay Transparency
Salary Range: $107,000-$153,000
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 hereto discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Job Requisition ID: 94737
