CX Continuous Improvement Lead

Description and Requirements
The Customer Experience Continuous Improvement Lead will be tasked with enhancing MetLife's customer focus across the business and representing the customer and member where key decisions and improvements are being made. With a strong focus on our digital ecosystem, this role is responsible for highlighting areas to boosting customer satisfaction and outcomes across various digital and customer experience touchpoints. This role involves identifying areas for improvement, developing strategic initiatives, and working with stakeholders to implement robust solutions to optimise performance. The ideal candidate will work closely with the Head of Customer and Digital Experience to leverage data-driven insights, seek new ways of capturing and using customer data and drive a culture of continuous improvement within our organisation.
Principal Responsibilities:

• Support digital adoption and success with fund partners, ensuring we are measuring moments that matter and reporting on them effectively.
• Own the customer journey in Go-To-Market forums, oversee the capture of data around moments that matter and seek areas for improvement and continuous engagement with our digital platforms.
• Lead business reviews, sharing insights, optimisation recommendations and updates, and industry trends.
• Represents CXD in Platform Deployment agile pods for new platform launces and enhancements.
• Seeks best in market improvements to the Insurance experience and helps lead innovation.
• Understand our customers and members goals and translate them into improvement strategies.
• Co-design, map and support in presenting the CX journeys to fund partners.
• Lead the enterprise wide 'customer focus' activities and create the plan for how we evolve our customer culture program.
• Act as the internal advocate for customers, translating their needs into actionable solutions for our teams.
• Own the third-party customer insights tools, including the relationship with the providers, reporting, account management, upskill and best practice.
• Working closely with the Digital CX Analyst to take insights to prioritisation and implementation.
• Collaborate with the wider marketing team and contribute to overall strategy planning and execution.
• Work closely with our regional counterparts to leverage expertise and share best practices.
• Work closely with the data and insights resource to ensure effective story telling through data and insights.
• Leverage any customer capture and feedback tools to enhance the visibility of the voice of customer program.

Knowledge/Skills/Competencies
Required:

• 5+ years in customer experience across a digital ecosystem.
• Confident presenter and public speaker.
• Excellent communication and presentation skills; able to simplify complex ideas for any audience.
• Experience in supporting a digital strategy, with confidence in making recommendations.
• Organised with strong project management skills; able to manage multiple projects and deadlines.
• Confident relationship-builder with the ability to engage senior stakeholders and drive outcomes.
• Data-driven, with problem-solving skills, focused on delivering customer success.
• Creative, curious, and proactive-always pushing boundaries to innovate.
• A solid understanding of CX journey mapping processes.
• Skilled at using CSAT toolsets such as Medallia, Qualtrics, DXA, etc.
• High attention to detail and a passion for problem solving.
• The desire to positively contribute to shaping organisational culture and be part of a diverse team.

Key Business Relationships

• External business partners

• Internal departments
• Regional/Asia and Global Teams
• Agencies
• 3 rd party vendors

Benefits We Offer
When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health. We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more. As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.
About MetLife
Recognised 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 Diversity Council of Australia Inclusive Employer Award 2023-2024, 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 p urpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
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