Insights Leader - Customer and Digital Analytics

  • Company: New York Life
  • Location: New York, New York
  • Posted: November 06, 2017
  • Reference ID: 58248-en_US

New York Life Insurance Company (“New York Life” or “the company”) is the largest mutual life insurance company in the United States*. Founded in 1845, New York Life is headquartered in New York City, maintains offices in all fifty states, and owns Seguros Monterrey New York Life in Mexico.


New York Life is one of the most financially strong and highly capitalized insurers in the business. The company reported 2016 operating earnings of $1.954 billion. Total assets under management at year end 2016, with affiliates, totaled $538 billion.  As of year-end 2016, New York Life’s surplus was $23.336 billion**.  New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody’s Aaa; Standard & Poor’s AA+. (Source: Individual Third Party Ratings Report as of 8/17/16).


Financial strength, integrity and humanity—the values upon which New York Life was founded—have guided the company’s decisions and actions for over 170 years.




The  Insights & Analytics Manager will drive insights that lead to an exceptional customer service experience for New York Life's policyholders.  This is an opportunity for a leader to be front facing and work collaboratively with New York Life's Service leaders to optimize decision making based on data driven insights.  A successful candidate will have strong business and technical acumen, as ell as great problem solving, communication and leadership skills.




  • Lead and develop a top talent team of analysts and data visualization professional
  • Operationalize insights through development of dashboards, tools and processes
  • Partner with internal customers to understand their initiatives and analytical and reporting needs: translating those needs into concrete technical requirements; work closely with internal teams, using data to drive continuous improvement
  • Manage, design, execute continuous and ad-hoc quantitative and qualitative analysis to solve specific business questions; lead analysis of large, complex data sets to provide insights that lead to an exceptional customer service experience
  • Develop actionable recommendations and communicate them in an easy to digest manner
  • Proactive analysis of business metrics to help determine opportunities
  • Help address data needs and how data should be structured/ stored
  • Coordinate multiple tasks simultaneously, meeting deadlines and working productively


  • 8+ years of experience in insights and analytics required; business intelligence, data science or engineering experience preferred
  • 4+ years of experience managing a team
  • Ability to work collaboratively with multiple stakeholders and lead multiple work assignments with high standards in a fast-paced environment
  • Strong ability to synthesize data, develop insights, and identify and translate technical findings into actionable recommendations through easy to digest communication, presentations and reports; experience with qualitiative and quantitiative research methodologies
  • Results driven, detail-oriented, demonstrate strategic thinking and creative, with roll up your sleeves approach
  • Must be intellectually curious, analytically rigorous, hard-working and a have on-point business intuition
  • Be a big picture thinker with an innovative mindset, coupled with a track record for creating solutions that are efficient, effective, and essential
  • Strong communication and presentation skills; written, verbal and the ability to influence and persuade; experience with the following tools to tell the insight story: MS PowerPoint, Word, Excel skills and analysis tolls
  • Experience with web analytics tools preferred - ideally Adobe/ Omniture
  • Experience with driving insights in the Customer Service arena is preferable
  • Limited travel required



BA or BS from in a quantitative field (Business, Math/ Statistics, Economics, Computer Science, Engineering, or similar); Masters preferred


Experience working with Six Sigma/ Lean Sigma processes and tools is preferred






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*Based on revenue as reported by “Fortune 500, ranked within Industries, Insurance: Life, Health (Mutual),” Fortune Magazine, June 17, 2016.  See  for methodology.

**Total surplus, which includes the Asset Valuation Reserve, is one of the key indicators of the company’s long-term financial strength and stability and is presented on a consolidated basis of the company.


1. Operating earnings is the key measure use by management to track Company’s profitability from ongoing operations and underlying profitability of the business. This indicator is based on generally accepted accounting principles in the US (GAAP), with certain adjustments Company believes to be appropriate as a measurement approach (non GAAP), primarily the removal of gains or losses on investments and related adjustments.


2. Assets under management represent Consolidated Domestic and International insurance Company Statutory assets (cash and invested assets and separate account assets) and third party assets principally managed by New York Life Investment management Holdings LLC, a wholly owned subsidiary of New York Life Insurance Company.

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