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Manager - Consumer Experience

New York Life's Marketing group is seeking a highly qualified individual to join the Consumer Experience Center of Excellence based in New York, NY. This team is on the forefront of New York Life’s evolution to a digital, consumer-centric organization – to empower our customers with the financial security to Be Good at Life.  We are responsible for the design research, strategy, and measurement of an end-to-end experience for our consumers, clients, and agents. New York Life’s unique omnichannel position, spanning digital, telephonic, and in-person channels, enables us to deliver a comprehensive experience to our clients, and provides a unique opportunity for a passionate and talented experience professional to have significant impact on an evolving organization

Successful candidates should have:

1. a passion for all facets of consumer experience (research, design, improvement, measurement, data, and analytics)
2. insatiable curiosity for how and why consumers behave and what we can/should do about it
3. an interest to help design and measure experience in a true omni-channel / service design context
4. a drive to serve as a change agent and a relentless advocate for the consumer/customer, as well as a desire to seize the opportunity to be part of the ground up development of a new strategic capability for NYL
5. a desire to use left and right brain skills including a blend of business savvy, analytic horsepower, human-centered design skills, and the communication and project management skills to ensure stuff gets done

Primary responsibilities for the position include:

• Strategy, Design, and Improvement
  • Support design strategy projects including assisting with design research scoping, creation and critique of key experience design artifacts (e.g., journey maps, service blueprints, etc.), and prototyping/testing (e.g., sketches, storyboards, mock-ups) for multiple types of touchpoints (e.g., digital, print, service interactions, etc.) directly and with internal partners 
  • Translate design strategy projects into broader CX strategies, prioritizations, and roadmapping – identifying best practices, trends, and differentiators
  • Lead experience improvement efforts and facilitate internal operating teams to design and execute successful execution of closed-loop improvement and service recovery processes
• Measurement and Analytics
  • Interpret business operations, strategies, and issues to design comprehensive CX measurement programs
  • Lead the creation, execution, and automation of CX performance measure surveys across multiple constituencies (consumers/applicants, clients, beneficiaries, agents, employees) including sampling strategies, question design and logic, and distribution
  • Support administration of experience management platform (Qualtrics) including managing data updates, cleanliness, integrity, etc.
  • Conduct analysis on CX data for trends, relationships, patterns, pain points and opportunities
  • Create concise executive summaries and data packs to articulate the business cases, current states, and effectiveness of CX programs
  • Lead dashboarding and reporting through data visualization and storytelling to enable operating teams to take (the right) actions
  • Monitor and maintain a portfolio, backlog, and roadmap of CX projects
• Project Management, Communication and Collaboration
  • Manage CX projects including logistics support, action item tracking, communications, and status reporting
  • Support culture change through assistance with internal communication and collaboration including workshops, roadshows, newsletters/articles, etc.

 Basic Qualifications

• Bachelor’s degree in a relevant field (e.g., Anthropology, Sociology, Statistics, Business, Economics)
• 5-7 years of experience in data gathering, analysis, and reporting on customer/user experience satisfaction measures (e.g., NPS, CSAT)
• 4-6 years of experience supporting process improvement, experience design (e.g., journey mapping, experience blueprinting), and/or closed-loop/service recovery
• 3-5 years implementing/executing surveys in enterprise-level measurement tools (e.g., Qualtrics, Medallia)
• 3-5 years project management experience with complex, cross-team projects
• Strong descriptive analytical skills
• Collaborative work style and effective communication skills required

Preferred Qualifications

• Masters degree in relevant field
• Statistics knowledge a plus
• Experience with design tools (e.g., Sketch, Adobe creative suite)
• Experience in financial services is a plus