Senior Level Customer Experience Analyst Jobs
Senior level customer experience analyst jobs place experienced professionals in ownership of CX strategy, program outcomes, and the cross-functional teams that execute customer-facing initiatives. Openings concentrate in Technology & Software, Banking & Financial Services, and Media & Entertainment, with a mix of on-site, remote, and hybrid settings, and employers like Electronic Arts (EA), Collabera, and JPMorganChase hiring at this level now.
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Showing 5 of 90+ Senior Level Customer Experience Analyst jobs
Job Description
Requisition ID
Department
Job Function
Location
Role Location Designation
Location Designation: Hybrid - 3 days per week
Role Overview:
As a Product Owner, you’ll turn product vision and strategy into the features, priorities and day-to-day decisions that enable a team to deliver meaningful customer and business value.
You’ll translate customer needs into a clear feature roadmap and actionable backlog, define user stories and acceptance criteria, and prioritize work across competing business, customer and delivery needs. You’ll serve as a critical bridge between business stakeholders and development teams, coordinating dependencies, resolving issues and driving features from definition through production and release.
This is a role for someone who can connect the big picture to the details required to deliver it—bringing clarity to what the team should build and why, making thoughtful prioritization and trade-off decisions, and staying accountable for product quality, team-level outcomes and continuous improvement.
Protection-Powered Growth is New York Life’s planning approach for helping households build financial security, with protection as the foundation for long-term growth. Within the Field Experience value stream, you’ll help bring it to life by building the next-generation financial planning ecosystem that agents and advisors use to guide clients through the full planning conversation, from understanding a household’s needs to building, delivering and revisiting their plan.
Working under the direction of the Product Manager, Protection-Powered Growth Planning, you’ll translate the broader product direction into team-level delivery priorities for what agents, advisors and clients see and use: planning features, agent and advisor workflows, practical usability and readiness for adoption. You’ll partner closely with a peer Product Owner focused on the data, calculations and integrations that power the planning ecosystem.
What you'll do:
- Shape user-facing planning features; translate the needs of agents, advisors and planning partners into features, and validate workflows and acceptance criteria with Experience and Design and field stakeholders
- Drive testing, readiness and adoption; coordinate user testing, release readiness and feedback with planning SMEs, Distribution and Field Learning and Development to improve usability and product outcomes
- Represent the agent and household experience across the planning journey; ensure features support the full Protection-Powered Growth conversation from discovery through plan delivery and ongoing review
- Translate product vision into the backlog; develop user stories and acceptance criteria aligned to PM epics and customer needs
- Prioritize and sequence product features; align team backlog requirements to AI-driven insights, business, and customer needs
- Break down data requirements; ensure timely and quality delivery of product functionality leveraging AI and automation tools
- Manage the team-level backlog and roadmap; oversee bug fixes, maintenance, and product quality accountability
- Deliver features from creation to production; ensure organizational and go-to-market readiness at release
- Coordinate dependencies; Identify, manage and resolve team-level and cross-team dependencies
- Collaborate with the PM; prioritize and implement process improvement opportunities
- Collaborate with data governance SMEs; meet data standards across applications
- Define competencies and deliver on team OKRs; support team member development and track progress to stakeholders
What you'll bring:
- 6+ years of experience in product management, product ownership, business analysis or related delivery roles, including at least 3 years as a Product Owner or Product Manager in an Agile environment (SAFe preferred).
- Experience delivering field-facing or advisor-facing digital products, with the ability to turn complex financial planning workflows into clear, usable features.
- Experience conducting or partnering on user research and usability testing with agents, advisors or other field users.
- Experience translating a broader product vision and strategy into a feature roadmap, prioritized backlog and actionable work for a delivery team.
- Strong product backlog management and sprint-planning experience across the full release lifecycle, including user stories, acceptance criteria, backlog refinement and release planning.
- Experience driving features from definition through production and release, with strong attention to product quality and organizational and go-to-market readiness.
- Strong understanding of customer journeys, customer experience and usability principles, with the ability to incorporate customer and stakeholder feedback into product decisions.
- Demonstrated ability to identify, manage and resolve team-level and cross-team dependencies and build productive relationships across business, technology, Agile and platform teams.
- Strong stakeholder management and communication skills, including experience serving as a bridge between business stakeholders and development teams.
- Experience defining, tracking and communicating team-level OKRs and using performance measures to improve delivery and product outcomes.
- Strong Agile execution skills and hands-on experience with Jira or equivalent tools for backlog management, sprint tracking and release management.
- Digital, data and AI fluency, including the ability to translate data and technical requirements into actionable work and use AI-enabled tools and automation to improve team delivery.
- Strong knowledge of insurance or financial-services business processes and customer needs, or demonstrated ability to quickly build domain expertise in a regulated industry.
- A working style grounded in ownership, accountability, collaboration and continuous improvement.
#LI - EM1
#LI - HYBRID
Job Level: LEVELPF5
Pay Transparency
Salary Range: $119,000-$170,000
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.
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.
Job Requisition ID: 95342
Job Description
Requisition ID
Department
Job Function
Location
Role Location Designation
Location Designation: Hybrid - 3 days per week
Role Overview:
As a Product Owner, you’ll turn product vision and strategy into the features, priorities and day-to-day decisions that enable a team to deliver meaningful customer and business value.
You’ll translate customer needs into a clear feature roadmap and actionable backlog, define user stories and acceptance criteria, and prioritize work across competing business, customer and delivery needs. You’ll serve as a critical bridge between business stakeholders and development teams, coordinating dependencies, resolving issues and driving features from definition through production and release.
This is a role for someone who can connect the big picture to the details required to deliver it—bringing clarity to what the team should build and why, making thoughtful prioritization and trade-off decisions, and staying accountable for product quality, team-level outcomes and continuous improvement.
Protection-Powered Growth is New York Life’s planning approach for helping households build financial security, with protection as the foundation for long-term growth. Within the Field Experience value stream, you’ll help bring it to life by building the next-generation financial planning ecosystem that agents and advisors use to guide clients through the full planning conversation, from understanding a household’s needs to building, delivering and revisiting their plan.
Working under the direction of the Product Manager, Protection-Powered Growth Planning, you’ll translate the broader product direction into team-level delivery priorities for what agents, advisors and clients see and use: planning features, agent and advisor workflows, practical usability and readiness for adoption. You’ll partner closely with a peer Product Owner focused on the data, calculations and integrations that power the planning ecosystem.
What you'll do:
- Shape user-facing planning features; translate the needs of agents, advisors and planning partners into features, and validate workflows and acceptance criteria with Experience and Design and field stakeholders
- Drive testing, readiness and adoption; coordinate user testing, release readiness and feedback with planning SMEs, Distribution and Field Learning and Development to improve usability and product outcomes
- Represent the agent and household experience across the planning journey; ensure features support the full Protection-Powered Growth conversation from discovery through plan delivery and ongoing review
- Translate product vision into the backlog; develop user stories and acceptance criteria aligned to PM epics and customer needs
- Prioritize and sequence product features; align team backlog requirements to AI-driven insights, business, and customer needs
- Break down data requirements; ensure timely and quality delivery of product functionality leveraging AI and automation tools
- Manage the team-level backlog and roadmap; oversee bug fixes, maintenance, and product quality accountability
- Deliver features from creation to production; ensure organizational and go-to-market readiness at release
- Coordinate dependencies; Identify, manage and resolve team-level and cross-team dependencies
- Collaborate with the PM; prioritize and implement process improvement opportunities
- Collaborate with data governance SMEs; meet data standards across applications
- Define competencies and deliver on team OKRs; support team member development and track progress to stakeholders
What you'll bring:
- 6+ years of experience in product management, product ownership, business analysis or related delivery roles, including at least 3 years as a Product Owner or Product Manager in an Agile environment (SAFe preferred).
- Experience delivering field-facing or advisor-facing digital products, with the ability to turn complex financial planning workflows into clear, usable features.
- Experience conducting or partnering on user research and usability testing with agents, advisors or other field users.
- Experience translating a broader product vision and strategy into a feature roadmap, prioritized backlog and actionable work for a delivery team.
- Strong product backlog management and sprint-planning experience across the full release lifecycle, including user stories, acceptance criteria, backlog refinement and release planning.
- Experience driving features from definition through production and release, with strong attention to product quality and organizational and go-to-market readiness.
- Strong understanding of customer journeys, customer experience and usability principles, with the ability to incorporate customer and stakeholder feedback into product decisions.
- Demonstrated ability to identify, manage and resolve team-level and cross-team dependencies and build productive relationships across business, technology, Agile and platform teams.
- Strong stakeholder management and communication skills, including experience serving as a bridge between business stakeholders and development teams.
- Experience defining, tracking and communicating team-level OKRs and using performance measures to improve delivery and product outcomes.
- Strong Agile execution skills and hands-on experience with Jira or equivalent tools for backlog management, sprint tracking and release management.
- Digital, data and AI fluency, including the ability to translate data and technical requirements into actionable work and use AI-enabled tools and automation to improve team delivery.
- Strong knowledge of insurance or financial-services business processes and customer needs, or demonstrated ability to quickly build domain expertise in a regulated industry.
- A working style grounded in ownership, accountability, collaboration and continuous improvement.
#LI - EM1
#LI - HYBRID
Job Level: LEVELPF5
Pay Transparency
Salary Range: $119,000-$170,000
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.
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.
Job Requisition ID: 95342
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Senior Level Customer Experience Analyst Jobs: Frequently Asked Questions
How do I get a senior level customer experience analyst job?
Employers at this level look for demonstrated ownership of end-to-end CX programs, not just execution of tasks. Strong candidates show experience translating customer data into strategic recommendations, leading cross-functional initiatives, and influencing product or operations decisions. Proficiency with journey mapping, voice-of-customer research, and tools like Qualtrics or Medallia, combined with a portfolio of measurable outcomes, gives applicants a clear edge.
Which companies hire senior level customer experience analysts?
Companies hiring senior level customer experience analysts right now include Electronic Arts (EA), Collabera, and JPMorganChase, based on current listings on Migrate Mate as of November 2026. Hiring at this level tends to concentrate among enterprises and growth-stage companies that have invested in dedicated CX functions and need experienced professionals to own program direction.
Are there remote senior level customer experience analyst jobs?
Yes, though availability varies by employer and industry. About 38% of senior level customer experience analyst openings are remote or hybrid as of November 2026, reflecting the data-centric and cross-functional nature of the work. Roles tied to in-store operations or on-site customer research are more likely to require physical presence.
What makes a customer experience analyst role senior level?
Senior level roles are defined by scope and ownership. Where mid-level analysts execute research plans and report findings, senior analysts own the CX measurement strategy, set program direction, and align stakeholders across product, operations, and marketing. They are expected to mentor junior team members, lead complex journey mapping or VoC initiatives, and translate insights directly into business decisions.
Which industries hire the most senior level customer experience analysts?
Senior Level customer experience analyst roles concentrate in Technology & Software, Banking & Financial Services, and Media & Entertainment, based on current listings on Migrate Mate as of November 2026. These sectors drive hiring at this level because large customer bases, competitive differentiation through service quality, and ongoing digital transformation create sustained demand for senior professionals who can own and improve the customer experience at scale.