Senior Associate - Contact Center Experience Designer

Location Designation: Hybrid - 3 days per quarter

The Business Analyst / Contact Center Experience Designer plays a key role in defining and optimizing customer journeys across voice, chat, and digital channels within the enterprise contact center ecosystem. This role bridges business needs with technology solutions — gathering requirements, designing end-to-end experiences, and ensuring that every customer interaction is efficient, empathetic, and aligned with organizational goals.

The ideal candidate combines analytical expertise with journey design thinking — capable of translating complex operational processes into seamless and intuitive customer experiences supported by platforms such as AWS Connect, Cisco CVP or similar.

What You’ll Do:

Customer Experience & Journey Design

• Design, document, and optimize customer interaction flows across telephony, chat, and digital touchpoints.
• Develop IVR and self-service experiences that are intuitive, efficient, and aligned with brand tone and customer intent.
• Conduct journey mapping and service blueprinting to visualize customer pain points and identify improvement opportunities.
• Collaborate with UX/UI teams to align design principles with technical feasibility and customer expectations.
• Ensure designs adhere to compliance, accessibility, and security standards relevant to financial services.

Business Analysis & Requirements Management

• Partner with business stakeholders to gather, document, and validate functional and non-functional requirements for contact center initiatives.
• Translate business needs into detailed user stories, process flows, and technical specifications for development teams.
• Support configuration and deployment of new routing logic, IVR prompts, and system integrations.
• Facilitate discovery and requirement workshops with cross-functional teams (Operations, Technology, Customer Experience, Compliance).

Data-Driven Insights & Continuous Improvement

• Analyze contact center performance data, customer feedback, and call analytics to drive experience improvements.
• Identify and quantify opportunities for automation, deflection, and first-contact resolution.
• Collaborate with QA and training teams to validate design effectiveness through pilot programs and A/B testing.
• Recommend process and design enhancements that align with business KPIs (e.g., NPS, CSAT, AHT, containment rate).

Collaboration & Delivery Enablement

• Work closely with Contact Center Engineers, Product Owners, and UX Designers to ensure accurate implementation of design intent.
• Act as a bridge between technology teams and business stakeholders, ensuring mutual understanding of goals and constraints.
• Contribute to go-live readiness, change management, and post-implementation support for new customer experience features.
• Document and maintain a centralized knowledge base of experience maps, functional designs, and journey logic.

What You’ll Bring:

• Bachelor’s degree in Business Administration, Information Systems, Customer Experience Design, or related field (or equivalent work experience).
• 5+ years of experience as a Business Analyst, CX Designer, or Product Owner within a contact center or customer service environment.
• Strong understanding of contact center technologies (e.g., AWS Connect, Genesys Cloud, NICE CXone, Avaya, Cisco, Five9).
• Experience designing IVR, digital chat, or omnichannel customer journeys.
• Excellent analytical, facilitation, and communication skills with proven ability to influence stakeholders at all levels.
• Proficiency with tools such as Lucidchart, Miro, Visio, Jira, or Confluence for process mapping and documentation.

Preferred

• Experience with AI-driven experiences (chatbots, virtual assistants, or voice automation).
• Familiarity with CRM and workflow platforms such as Salesforce or ServiceNow.
• Knowledge of customer experience metrics and analytics (e.g., NPS, sentiment analysis).
• Exposure to Agile / Scrum delivery frameworks and backlog management.
• Experience in financial services or other regulated industries.

Key Competencies

• Customer-Centered Thinking: Designs with empathy and data-driven insight.
• Analytical Rigor: Translates ambiguous problems into structured, actionable requirements.
• Cross-Functional Collaboration: Navigates between business, design, and technology teams seamlessly.
• Process Optimization: Identifies inefficiencies and designs practical, scalable solutions.
• Change Advocacy: Champions continuous improvement and customer experience innovation.

Success Indicators

• Reduction in call volume through improved self-service and containment.
• Enhanced NPS / CSAT through simplified and empathetic customer journeys.
• Increased operational efficiency via automation and optimized routing.
• Positive stakeholder feedback on clarity, collaboration, and delivery outcomes.

Pay Transparency

Salary Range: $111,500-$159,000

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.

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Job Requisition ID: 94043