Analyze customer journey interactions and connect them to business outcomes using clickstream data. Develop measurement frameworks synthesize behavioral insights and collaborate cross-functionally to optimize digital experiences.

Location Designation: Hybrid - 3 days per week
Senior Analyst Experience and Performance Intelligence
About the Team
When you join New York Life you are joining a company that values career development collaboration innovation and inclusivity. You will have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.
In the Experience and Digital Marketing department New York Life is evolving how it understands and designs experience. We've recently established the Experience and Performance Intelligence function to unify how we measure learn and optimize across every touchpoint. Our team integrates marketing product and experience data to show how brand health customer journeys and digital experiences work together to drive value for the company.
The Mandate
This 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 Transparency
Salary Range: $100000-$140000
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.
Company Overview
At New York Life our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology- data- and AI-enabled organization we remain grounded in the values that drive lasting impact.
Our diverse business portfolio creates opportunities to make a difference across industries and communities-inviting bold thinking collaborative problem-solving and purpose-driven innovation. Here you'll find the rare balance of long-standing stability and forward momentum supported by an inclusive team that honors tradition while embracing progress.
As a Fortune 100 mutual company we offer a place to grow your skills contribute to meaningful work and deliver solutions that matter. Your ideas drive what's next and your growth powers it.
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.
Our Commitment to Inclusion
At New York Life fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life's leadership in this space.
Recognized as one of Fortune's World's Most Admired Companies New York Life is committed to improving local communities through a culture of employee giving and volunteerism supported by the Foundation. We're proud that due to our mutuality we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life please visit the Careers page of www.NewYorkLife.com.
Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.
Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs.
Job Requisition ID: 93812
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