Job Location: United States:New York : New York
The MetLife Global Brand & Marketing (GBM) team has been evolving in line with MetLifes 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 MetLifes relationship with its customers and helping them navigate lifes twists and turns. GBM has 450+ employees in global, regional and local roles.
Role Value Proposition:
This role sits within the Customer Experience Design department. The Lead, CX Strategy and Planning will play a key role in creating and executing the Global Customer Experience (CX) Strategy at MetLife to enable customer acquisition, customer loyalty and Brand preference. This person will play a key role in defining a common CX ambition at MetLife and creating conditions for success; this includes driving adoption of standards around CX Management, measurement, enablement, governance, tools and methods, in a highly matrixed Global organization. This role presents a great opportunity to build a new competency and help define a program critical for the companys success.
This role combines strategy, program management and program implementation. This person will be an advocate for the Customer within the company, should have an entrepreneurial mindset and must be great at building relationships and driving consensus, as they will play a key role in making MetLifes Global Customer Experience ambition a reality.
Develop the Global CX ambition and operating model; create CX Center of Excellence to drive a common approach for CX management, governance and prioritization to support MetLifes loyalty ambition
Create roadmap of activities and milestones for the COE and manage the planning and execution of those initiatives; drive communication and adoption of methods and practices
Align milestones and outputs from CX COE with other strategic programs within and across markets; ensure approach and output is relevant to these initiatives
Define and deliver CX training and enablement strategy to support CX practitioners across the globe
Drive and support key components of MetLifes customer loyalty effort
Partner to build and scale a Globally consistent business case model for CX programs and opportunities, to enable local markets to make case for investment, evaluate opportunities and prioritize initiatives
Analyze best in class, innovative and emerging CX trends (within and external to our category and industry). Present a business case for adoption at MetLife and socialize with the appropriate stakeholders
Prepare and deliver progress reports and updates for key stake holders both on progress of our CX efforts and on the Global impact of CX programs against target KPIs
Own and drive the governance and management system for the CX Transformation program, including planning the agenda and prepare materials for meetings and reviews with cross-functional stakeholders
Build partnerships with key functions within the organization understand their priorities and roadmaps and ensure CX strategy and transformation initiatives are aligned and integrated
Facilitate workshops and conversations among key stakeholders to identify business goals and map them to actionable CX transformation priorities
Plan agenda and prepare materials for CX meetings and forums
Support communication of Best Practice CX examples throughout the company, so markets can leverage and scale, and to enable a common definition of good CX
Performs other related duties as assigned or required.
8-10+ years of professional experience in Management Consulting or Strategy and Program Management, ideally within a global company
Strong record of success in working on complex, multi-dimensional programs
Ability to take initiative, think strategically, connect dots across multiple threads and drive results
Demonstrated ability to operate effectively in a highly matrixed and complex environment
Strong proficiency in PowerPoint and Excel; comfort with financial models
Ability to build and manage relationships with stakeholders at all levels
Exposure to both creative and business environments preferred
Undergraduate degree strongly preferred, MBA a plus
Ability to establish and broadly share/apply industry best practices from outside the organization
Global Customer Experience
Number of Openings
At MetLife, were leading the global transformation of an industry weve long defined. United in purpose, diverse in perspective, were dedicated to making a difference in the lives of our customers.
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 #: 107564