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Customer Experience Analyst

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Date Posted: Jul 19, 2022

Location(s): New York, NY, US, 10166 Tampa, FL, US, 33647 Cary, NC, US, 27513 Bridgewater, NJ, US, 8807

Company: MetLife

Location: Hybrid in these locations - NYC, Bridgewater NJ, Tampa FL, or Cary NC 

Also may be open to virtual/remote in other Eastern and Central timezone areas within the US

 

Role Value Proposition: 

The RIS business (Retirement Income Solutions), one of the largest U.S. segments in MetLife, offers a wide variety of products including defined benefit pension de-risking; annuity and investment products for defined contribution plans; corporate- and bank-owned life insurance; funding for post-retirement benefits; and structured settlements.

 

The RIS Customer Experience & In-force Optimization team has responsibility for driving continuous improvement to the customer experience and management of the in-force business. The team plays a key role in executing RIS’s digital strategy and driving a culture of customer focus and understanding for business leaders and associates.

 

The Customer Experience Analyst will help the business harness customer feedback and insights to drive meaningful improvements to the RIS customer experience. You’ll use your analytical savvy and knowledge of customer experience best practices to uncover trends in customer and operational data that point to pain points and unmet customer needs and will engage with key stakeholders across the business to operationalize solutions.

 

Key Responsibilities:  

  • Create and develop analyses of customer and internal data to deepen understanding of customer pain points, needs, behaviors, identify opportunities to improve the customer experience, and support business decision making and long term CX strategy.
  • Support definition and tracking of actionable customer and business KPIs – to help measure impact of key programs
  • Develop current and future state customer journey maps
  • Provide support to Digital Product Owners in design sprints for RIS’s digital program – including developing requirements for enhancements to the annuitant self-service experience, and supporting writing/re-design of RIS forms and correspondence
  • Lead RIS Customer Focus engagement programs (monthly customer councils, quarterly customer focus Lunch & Learns, associate feedback / experimentation) – organize forums to drive greater awareness, understanding and action around customer needs
  • Support ideation, execution, and tracking of small initiatives to resolve customer pain points by collaborating across product, service, and operations

 

Essential Business Experience and Technical Skills

Required:

  • 2-5+ years of relevant experience in marketing analytics, customer experience design/strategy, product development, or similar field - or equivalent related education or internship experience
  • Customer focus mindset, understanding of CX best practices
  • Critical thinking, analytical and problem-solving skills – challenge assumptions, explore different perspectives, translate insight into actions and solutions
  • Strong Microsoft Excel and PowerPoint skills
  • Familiarity with data analytics and visualization tools (Tableau, PowerBI, Alteryx, etc.)
  • Verbal and written communication skills – particularly ability to translate complex concepts and data stories for various audiences

 

Preferred:

  • Undergraduate degree
  • Prior experience with annuities and life insurance businesses
  • Project management and prioritization skills, track record of driving action
  • Collaboration and partnership mindset
  • Flexibility and willingness to adapt to changing needs of the team

 

 

Business Category

Retirement Income Solutions

 

Number of Openings

1

 

At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.

 

MetLife:

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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife 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.

 

We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired Companies." 

       

MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

 

We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.

 

MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to 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.

 

For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.


Nearest Major Market: New York City