Customer Experience Manager

Description and Requirements
Description and Requirements:
The Company:
MetLife (NYSE: MET), through its subsidiaries and affiliates, is one of the world's leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife serves approximately 100 million customers, has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe, and the Middle East. MetLife has an employee population of approximately 43,000 and is ranked #50 on the Fortune 500 list for 2022. MetLife is intentionally cultivating a purpose-driven and inclusive culture that values and builds a diversity of talent to innovate for today, tomorrow and the future so that the company can continue to fulfill its promise to its customers in the communities it serves around the world.
Global Brand and Marketing at MetLife:
The MetLife Marketing organization is evolving to enable our Next Horizon strategy. The organization has outlined a new vision - to be a customer-centric and data driven growth engine that takes accountability for contributing meaningful enterprise value and building customer equity. The organization is on a journey to create a high performing team enabled by a set of modern capabilities. This will require us to change the organization's expectation of marketing as well as shift the Marketing focus areas. The expected outcomes of this evolution are 1) growth - marketing as an investment with predictable contribution to enterprise value, 2) efficiency/effectiveness through a data driven DNA, 3) capability maturity leading to sophisticated technical and strategic capabilities and 4) talent alignment to enable a modern, agile marketing organization that nurtures, develops, and attracts top talent.
The Role:
The Customer Experience (CX) Manager will be the key person responsible for ensuring that a customer-centric view is incorporated across stages, channels and touchpoints in the customer journey, consistently engaging and delivering high value for customers against marketing priorities and vision. The CX manager will bring an outcomes- and journey-focused perspective to enable key decisions on value creation within agile marketing teams to manage, plan and implement the delivery of industry leading customer experiences, from end-to-end and in every channel in two ways:

• Build on journey-management work to strategize, create and orchestrate experiences with a deep understanding of customer needs, aspirations and behaviors driving value creation.
• Partner closely with product marketers, business owners and other key stakeholders to ensure that a customer-centric view is seamlessly integrated into key design and business decisions that inform and support product roadmaps for cross-channel experiences.

The ideal candidate will be a systems thinker highly skilled in stakeholder management. As a champion of the customer, they will rally partners around new ways of working to meet customer and business objectives. The person will have familiarity in a variety of research, analysis and synthesis methods to understand the customer, develop insights that guide solution development and envision compelling experiences through design execution. They should have an entrepreneurial mindset and must be great at building relationships and driving consensus.
This newly created role is critical to bringing our marketing vision to life.
Key Responsibilities

• Ensure other members of the agile team adopt a journey-based and customer-centric view to value creation and help them deliver it in line with marketing priorities and marketing plans.
• Oversee and implement a 360-degree view of CX opportunities and capabilities needed to meet current and future needs of the customers, aligned to customer journeys, business goals and larger CX strategy.
• Manage CX opportunities and articulate solutions shaping several digital, physical and human touchpoints including but not limited to MetLife.com, campaign landing pages, emails, customer service and marketing collaterals driving generation and nurture of sales and engagement.
• Meaningfully contribute and support customer acquisition and engagement experiences focusing on growth, retention, journey mapping and management, customer feedback, experimentation and continuous improvements.
• Connect cross-functional silos to optimize individual CX processes across channels and touchpoints.
• Participate in all parts of the design process.
• Partner to support the Global Design System team to increase its adoption, quality and expansion driving efficiency.
• Support CX awareness managing and documenting data-driven CX moments that matter and best practices to test, validate and get to market faster.
• Participate and support design rituals and workshops, as a team player.
• Keep up to date with industry trends, best practices and emerging technologies.

Essential Business Experience and Technical Skills:
Required:

• 6+ years of working experience with insights development, journey maps, personas, concepts, wireframes, prototypes and data literacy for CX metrics.
• 4+ years of experience in successfully leading, influencing, and building relationships to arrive at optimal solutions, in an agile environment.
• A systems thinker with a broader understanding of the customer experience ecosystem to utilize websites, search engines, email campaigns, customer service, social media etc. to determine how experience translates, changes, and connects across channels and touchpoints.
• Strong communication, facilitation and presentation skills.
• Ability to manage competing priorities and timelines.
• Ability to take initiative, think strategically, connect dots across multiple threads and drive results.
• Ability to lead, influence and operate effectively in a highly matrixed and complex environment.
• Entrepreneurial mindset, can-do spirit and ability to work and thrive in an evolving environment.
• A strong background in marketing, business and management is highly preferred.

This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.
The salary range for applicants for this position is $103,100 to $137,400..
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2024 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
$103,100 to $137,400.
#BI-Hybrid