Corporate Vice President, Customer Experience – Customer Experience Strategy

Job Description

Corporate Vice President, Customer Experience | New York Life Insurance Company

The Tone:
This is a hybrid role at New York Life Insurance Company, requiring three days per week in the office. The company, grounded in 180 years of purpose and integrity, is a Fortune 100 mutual company providing financial security and peace of mind to policy owners. This role is pivotal in leading the end-to-end customer experience strategy for New York Life Direct’s Insurance Operations, directly impacting customer trust, service quality, and business outcomes.

The TL;DR
• Role: Full Time
• Location: Hybrid
• Pay: $166500–$238000 yearly
• Team: Leads a high-performing multidisciplinary organization responsible for protecting customer trust, improving service, retention, and operational performance within Insurance Operations.
• Mission: To lead the end-to-end customer experience strategy for New York Life Direct’s Insurance Operations, integrating Customer Insights, Quality, Fraud, Risk, Payment Processing, and Retention to create a connected customer journey, reduce friction, and improve customer and business outcomes.
• Tech Stack: Journey management platforms, Voice of the Customer platforms, contact-center analytics, digital transformation technologies, artificial intelligence, automation.

What You’ll Actually Do
• Strategy Development: Develop and execute the end-to-end customer experience strategy and roadmap, aligning customer priorities with business objectives, operational plans, and measurable outcomes.
• Journey Improvement: Own and improve priority customer journeys by identifying critical moments, removing friction, and coordinating enhancements across Operations, Claims, Technology, Product, Marketing, and other partner functions.
• Insights Leadership: Lead Customer Insights and Voice of the Customer capabilities, integrating diverse data from feedback, complaints, quality results, interaction data, and operational metrics to identify root causes and prioritize action.
• Strategic Oversight: Provide strategic oversight for Quality, Fraud, Risk, Payment Processing, and Retention, balancing customer ease, control effectiveness, regulatory obligations, financial protection, and long-term relationship value.
• Governance & Accountability: Establish customer experience governance, scorecards, and accountability; sponsor cross-functional process and digital improvements; and lead, develop, and integrate a high-performing multidisciplinary organization.

The Must-Haves
• Background: Executive-level leader with a Bachelor’s degree or equivalent relevant experience in business, operations, technology, or a related field.
• Experience: 10+ years of progressive leadership experience in customer experience, operations, service, quality, risk, or retention, including experience leading other leaders and multidisciplinary teams. Demonstrated experience developing customer experience strategies and improving end-to-end journeys across multiple functions, channels, and stakeholder groups.
• Skills: Strong analytical and problem-solving skills, with the ability to integrate customer feedback, operational data, quality results, risk indicators, and business measures into clear priorities and decisions. Proven ability to establish governance, influence senior stakeholders, resolve competing priorities, and drive complex cross-functional initiatives from strategy through implementation. Excellent executive communication, presentation, and relationship-management skills, capable of explaining complex business problems, risks, and solutions clearly.
• Bonus: Experience in life insurance, financial services, or another highly regulated customer-service environment. Experience leading or partnering closely with Customer Insights, Quality, Fraud, Operational Risk, Payment Operations, or Retention functions. Experience with journey management, Voice of the Customer platforms, contact-center analytics, digital transformation, artificial intelligence, or automation. Experience with Agile product development, continuous improvement, or process-management methodologies.