Senior Associate, Voice of the Customer (Cleveland, OH, US)
Job details
- Location
- Cleveland, Ohio
- Work type
- Hybrid
- Compensation
- $90,000 - $128,500/yr
- Posted
- 2 weeks ago
- Apply on
- jobs.newyorklife.com
About this role
Location Designation: Hybrid - 3 days per week
Role Summary
The Voice of the Customer (VoC) Lead is responsible for designing, governing, and activating customer and advisor feedback to reduce friction, improve ease of doing business, and drive measurable service outcomes. This role ensures customer feedback moves beyond reporting and is translated into clear insights, ownership, and action across the organization.
What You'll Do
- Design and maintain transactional and diagnostic surveys aligned to customer and advisor journeys.
- Establish governance over survey questions, definitions, cadence, and usage to prevent duplication and fatigue.
- Ensure consistency of VoC measurement across service teams and products.
- Analyze quantitative survey results and qualitative feedback (open text, call studies, sentiment themes).
- Identify systemic friction drivers and distinguish isolated issues from enterprise‑level trends.
- Integrate VoC insights with operational data (e.g., cycle time, error rates, rework) to provide context and meaning.
- Translate insights into prioritized themes with clear problem statements and recommended actions.
- Partner with business leaders to assign ownership and track follow‑through.
- Monitor and report on impact, ensuring feedback loops are visibly closed.
- Serve as a trusted advisor to Quality, Operations, Training, and Leadership teams.
- Present insights in clear, executive‑ready narratives focused on decisions and outcomes—not raw data.
What You'll Bring
- Experience in customer experience, insights, analytics, quality, or service operations.
- Strong analytical and storytelling skills; ability to synthesize complex data into actionable insights.
- Comfort operating in ambiguity and influencing without direct authority.
- Experience working with surveys, customer feedback, and operational metrics.
Pay Transparency
Salary Range: $90,000-$128,500
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.
Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.
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 here to 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: 93667