Location Designation: Hybrid - 3 days per week
Senior Analyst, Experience and Performance Intelligence
The MandateThis role is responsible for analyzing and connecting customer journey interactions to business outcomes and qualitative outputs like Voice of the Customer, with a focus on digital experience and behavioral data. The Senior Associate will leverage clickstream data and analytics tools to uncover insights into who users are and how they engage and behave across websites and digital products.
The role will partner closely with stakeholders across marketing, experience, digital product, and technology to develop measurement frameworks and generate actionable insights from complex, and often disparate, data sources. Success in this role requires intellectual curiosity, the ability to navigate a complex organization, and a strong foundation in connecting fragmented data into a cohesive narrative that drives decision-making.
At New York Life, collaboration is at the heart of our culture. You will be expected to engage in cross-functional teamwork, partnering closely with peers to share insights and collectively drive impactful results. Your ability to foster strong relationships and communicate effectively with diverse teams will be essential in delivering high-quality work and advancing organizational goals.
Key Responsibilities- Support the development and maintenance of learning agendas by documenting open questions, tracking hypotheses status, and ensuring measurement activities are mapped to specific experience decisions
- Work cross functionally with experience, design, and product partners ahead of launches to capture data requirements, understand what needs to be measured and ensure it's in place in advance
- Navigating organizational complexity to identify relevant data sources, establish baseline benchmarks and track performance against defined milestones across journeys for advisors and clients
- Analyze advisor and customer journeys across digital platforms to identify friction points, engagement drivers, and opportunities for optimization
- Synthesize behavioral inputs and perceptive inputs (e.g., Voice of the Customer, Customer Satisfaction) for a comprehensive view of the customer experience to go beyond just the performance metrics and understand the why behind what the data shows
- Coordinate with experience, design, and product partners ahead of launches to capture what needs to be measured, surface data requirements early, and ensure the right tracking is in place before an experience goes live
- Work hands-on with clickstream data (e.g., Adobe Analytics) to understand user behavior across websites and digital products
- Integrate and analyze disparate data sources (e.g., web analytics, product analytics, CRM) to generate holistic insights
- Translate complex behavioral data into clear, actionable insights for diverse stakeholders
- Partner with cross-functional teams to align on measurement and journey optimization strategies
- Manage multiple projects simultaneously, prioritizing based on business impact
- Proactively identify opportunities to enhance data collection, measurement frameworks, and analytical approaches
Profile of the Ideal Candidate- 5-7 years of experience in digital, product, or marketing analytics, with a focus on customer journey or behavioral analytics
- Hands-on experience working with clickstream data (e.g., Adobe Analytics or similar platforms)
- Experience with analytics solutions for custom digital products (e.g., event-based tracking, product analytics tools)
- Strong ability to join and analyze disparate data sources to generate meaningful insights
- Familiarity with tagging frameworks and implementation (e.g., Adobe Launch or similar tools)
- Strong analytical and problem-solving skills, with attention to detail
- Highly curious, with a desire to explore data and uncover insights
- Comfortable navigating a complex, matrixed organization and working across multiple stakeholders; able to effectively manage ambiguity
- Highly collaborative, with the ability to influence and align across teams
- Proactive and self-directed, with strong organizational and prioritization skills
- Strong communication skills, with the ability to tell clear, compelling data stories
Pay TransparencySalary Range: $100,000-$140,000
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 BenefitsWe 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: 93812
