Shannon Shafer

Shannon Shafer is an experienced leader in customer and client experience, currently serving as Vice President of the Client and Customer Experience COE- Group Benefit Solutions at New York Life Insurance Company since September 2021. In this role, Shannon has successfully led the execution of a digital strategy for employee and employer portals and managed the seamless migration of 11,000 clients to a new digital platform. Prior experience includes serving as Director of Employee Benefits Customer Experience at Voya Financial, where Shannon developed a comprehensive customer experience program and collaborated across business lines to enhance customer journey mapping. At Activar Construction Products Group, Shannon transitioned service operations to a customer-centric approach, resulting in significant sales growth and improved employee retention. Earlier career roles include positions at Johnson Controls and Drew Pearson Marketing, with a foundational education in Marketing from Iowa State University.