Description and Requirements
One who has 8+years of experience and extensive knowledge of IVR applications that support MetLife Global Customer Service and Operations, demonstrate experience with data analysis, project management, and stakeholder engagement. A product owner for IVR systems should have a good understanding of IVR features and domain, as well as strong knowledge of industry best practices. Agility to keep himself updated with relevant technologies and can implement the same to decrease costs, increase performance and positively affect the bottom line . Responsible for understanding customer requirements, designing and routing strategies, and integrating call flows.
1. Partner and collaborate with the businesses to gain a thorough understanding of thecontact center business and their vision to ensure IVR strategy aligns with overall service vision and strategies.
2. Responsible for documenting, reviewing andgetting approval of the business requirements for each feature. Help derive the desired user experience to improve customer experience and operational efficiency.
3. Prepare requirement documents such as BRD, FRD, User Stories, Mapping Sheets etc.
4. Support UAT Testing by helping define the UAT test scenarios, review UAT test cases and support UAT testing team.
5. Providing systems training to Business and End User.
6. Prioritize and resolve issues and defects through collaboration within the delivery team and across the organization.
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 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 purpose 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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What the Team is Saying
What We Do
Named among the World’s Most Admired Companies™ by Fortune and recognized in the Fortune 100 Best Companies to Work For® list in 2025, MetLife is leading the global transformation of an industry we’ve defined for more than 155 years. At MetLife, every innovation and line of code is a lifeline for our customers and their families—from victims of natural disasters to people living with disabilities and beyond. With operations in more than 40 markets and leading positions across the globe, MetLife fosters an inclusive culture where our people are energized and inspired to deliver for our customers and communities. Join our remarkable journey—one in which you help write the next century of innovation in financial services—because with MetLife, making the world a better place is All Together Possible.
Why Work With Us
At MetLife, you’ll be working for a company whose purpose is to help customers throughout their life’s journey, and often in their most critical time of need. You’ll be a part of developing leading-edge platforms that will have a lasting impact on the lives and well-being of tens of millions of customers.
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Employees engage in a combination of remote and on-site work.
MetLife's current workplace policies classify roles as Office, Hybrid or Virtual based on the nature of work, encouraging new ways of working together
