MetLife VP Experience Strategy, Marketing in New York, New York

Position : Vice President, Experience Strategy, Customer Experience Design

Job Location: New York City, USA

Department:

The MetLife Global Brand & Marketing (GBM) team has been evolving in line with MetLife’s transformation to a company that delivers greater value for our customers, employees and shareholders, Today, GBM is a strategic, customer-focused marketing practice that is dedicated to driving business impact across the globe. With a focus on customer led value propositions, relevant customer engagement and fostering a purpose driven brand, the team is committed to enhancing MetLife’s relationship with its customers and helping them navigate life’s twists and turns. GBM has 450+ employees in global, regional and local roles.

The Role :

This role sits with in the Customer Experience Design department. This team is responsible for creating transformational value for customers, ensuring that how the customer interacts with all the branded touch-points of MetLife are differentiated, exceed expectations and create a preference for the brand.

The goal is to not only improve the experience at key moments of truth (marketing campaigns, sales, claims process, call center interactions) but to explore ways to delight customers through their journey, and deepen the company’s relationship with the customer beyond key contact points. In fact, customer experience has been defined as the philosophy of being “customer first” in all MetLife does—products, services, experiences, idea, brand, etc. to engage, attract and build loyalty—with prospects as well as with customers.

Key Responsibilities:

  • Lead and manage the global customer experience strategy and transformation program

  • Provide a comprehensive and authoritative view of the customer experience and develop experience strategy across MetLife globally based on enterprise strategy and business objectives

  • Create and manage a global customer experience roadmap that aligns CX transformation activity across functions, regions and business units to drive business impact

  • Define and lead programs that will differentiate the customer relationship and improve business outcomes by maximizing customer acquisition, loyalty, retention and profitability

  • Develop a global operating model that focuses on aligning corporate transformation efforts and developing global CX competencies for research, strategy, experience design, enablement, measurement and culture

  • Fully integrate the User Experience (UX) team into the Customer Experience program to create and scale UX design systems that deliver best-in-class digital experiences aligned against core customer needs

  • Maintain active stewardship of the creative disciplines that support CX, managing professional development of function leaders and building a cohesive team that combines individual disciplines and talents to deliver best-in-class Customer experiences

  • Develop and scale customer insights and experience design programs globally

  • Lead in-Region CX functions to design and deliver high-value CX programs. Coordinate with Regional and Local Marketing and Business teams to appropriately deploy customer experience to deliver improved business results

  • Create and manage a global view of customer insights and data based on regional and market programs for VoC, NPS, and customer decision journeys

  • Grow and enhance MetLife’s experience design capabilities and best practices that convert customer experience problems into revenue enhancing or expense reducing processes

  • Act as the global program lead for experience design to fuel CX transformation across all phases of the customer journey

  • Collaborate with global, regional and in-market leaders to prioritize opportunities and investments for maximum return for the business

  • Monitor competitors and their progress; remain aware of trends and best practices.

  • Ensure MetLife defines and delivers a consistent “target” customer experience across businesses and markets

  • Partner with global business and design leaders to establish, train and operate experience design programs leveraging industry best practices for journey mapping, design thinking, prototyping and agile development

Key Relationships:

  • Reports to: SVP, Customer Experience Design

  • Direct reports/team: 3 Regional Customer Experience Leads, UX Lead, CX Transformation Lead, CX Design Lead

  • Key Stakeholders: Integrated Marketing, RCMO’s, Brand Design, Global Technology and Operations

Candidate Qualifications:

Essential Business Experience and Technical Skills:

  • 10+ years of professional experience in management consulting, program/account management

  • Deep experience leading successful experience and service design program across physical and digital channels in either financial services and/or other service industries

  • A track record of improving organizational effectiveness in support of the customer experience

  • Solid foundation in user-centered design practices and design thinking programs . Skilled at process mapping and redesign

  • Ability to influence, establish credibility and build effective relationships with business partners at all levels across the enterprise

  • Solid understanding of customer-centric data and the ability to develop end-to-end processes and standards pertaining to collection of customer-centric metrics. Ability to diagnose and remedy customer dissatisfiers

  • Proven track record of leading high-level strategic initiatives from conception to completion; can lead and manage complex systems

Business Competencies:

  • Develops Focused Strategies and Plans – Sets clear direction on how to activate customer solutions through effective integrated multi-channel plans

  • Leads the Case for Change – Builds trusted relationships and makes clear fact-based recommendations to effectively demonstrate impact and drive change through the organization

  • Delivers Differentiating Solutions – Works effectively with the business to define, prioritize and deliver the solutions needed to add value

  • Develops Experience Strategy and Roadmap – Crafts the strategy for delivering a distinctive experience that deepens our relationship with customers

  • Manages Experience Design and Delivery – Steers Experience Design approach and drives implementation of new experiences, effectively collaborating with agencies and cross functional partners

Leadership Competencies:

  • Thinks Strategically – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs

  • Creates Partnerships – Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives

  • Seizes Opportunity – Seeks new opportunities and ways to create balanced business growth while improving operational capabilities

  • Grows Talent – Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance

  • Models our Values – Creates a culture that promotes the company’s values and standards through role modeling, accountability and ownership of decisions

  • Focuses on Customers – Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage

  • Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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Requisition #: 105635