[Hiring] Senior Associate, Correspondence Analyst @New York Life

Role Description

The Correspondence Analyst creates consistent and compelling user experiences across all communication channels, including email, SMS, and print. The role focuses on customer and client correspondence, including modernization, digitization, customization, automation, and scalable servicing capabilities across Group Benefits products.

The Correspondence Analyst prioritizes, organizes, and delivers outcomes in partnership with stakeholders such as Service, Claims, Distribution, Strategy, Solutions & Marketing, IT, Legal, Compliance, and vendors.

What You’ll Do

• Requirements Gathering:
  • Collaborate with cross-functional teams to gather correspondence requirements that meet regulatory standards, are accurate, and are clear and simple to understand.
  • Coordinate with Product Owners and IT teams to translate complex requirements that meet the needs of our stakeholders within our IT systems.
  • Design and develop solutions using document automation platforms such as SmartCOMM.
• Portfolio Initiatives:
  • Gather and organize business needs for key portfolio initiatives, detailing the required experience and skills for managing customer and client communications.
  • Incorporate operational insights to ensure alignment with business goals and stakeholder feedback.
  • Coordinate the acceptance of portfolio initiatives, ensuring all correspondence requirements are met and clearly defining the "definition of done" for successful project completion.
  • Support correspondence modernization and rationalization initiatives by assessing legacy templates, identifying opportunities to consolidate or retire content, and defining reusable, scalable components across products using AI tools and resources.
  • Partner with business and technology teams to advance correspondence capabilities such as client customization, communication preference management, employer notifications, and automated letters, emails, and text messages.
• Forms:
  • Manage the end-to-end forms process, including maintaining and updating forms using Adobe, shaping the forms strategy, and identifying opportunities to improve and simplify processes.
  • Partner with IT to design and implement solutions while ensuring forms meet compliance requirements and deliver a clear, consistent customer experience.
• Continuous Improvement:
  • Understand the voice of the market and stakeholders to create effective communication strategies and set priorities.
  • Identify and implement process improvements across correspondence channels and Group Benefits products.
  • Use AI tools to analyze correspondence volumes, duplicates, and customer feedback to inform correspondence strategy and priorities.
  • Train and support teams on correspondence tools and best practices.
  • Track and analyze portfolio initiatives' performance using metrics and feedback for continuous improvement.

Qualifications

• Bachelor’s degree in business, health management, or a related field.
• 5+ years of experience in insurance.
• 2+ years of experience with document management systems and forms automation tools like SmartCOMM, and with Adobe forms tools (e.g., Adobe Acrobat) to create and maintain fillable forms.
• Proven experience as an Experience Owner (or Product Owner) in Agile projects, building new tools and capabilities.
• Strong understanding of document management principles, best practices, and industry standards.
• Knowledge of Group Benefits (Leave Management, Disability, Life, and Supplemental Health).

Skills and Competencies

• High level of business acumen, problem-solving, project management, and creative resourcefulness, with an open mind toward “out of the box” solutions.
• Ability to use AI tools to analyze correspondence data and customer feedback, identify trends and opportunities, and help inform correspondence strategy, while applying sound judgment to validate outputs.
• Strong plain-language writing and editing skills to create clear, accurate customer communications.
• Working knowledge of accessible form and document design (e.g., WCAG).
• Ability to build and interpret reports and metrics (e.g., correspondence volumes and duplicate letters) to support recommendations and decisions.
• Strong team player who develops strong relationships across all levels of the organization and with external partners, and can influence stakeholders and work effectively with diverse teams.
• Thrives in a fast-paced environment and takes initiative; adapts quickly and takes the next best action, even with limited information.
• Ability to make informed decisions through analysis, experience, and judgment.
• Meticulous attention to detail to ensure accuracy and consistency in all communications.

Benefits

• Full package of benefits for employees, including leave programs, adoption assistance, and student loan repayment programs.
• Continuous refinement and addition of benefits based on employee feedback.