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AVP, Customer Engagement Program Delivery

Date Posted: Apr 16, 2019

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: Cary, NC

The Role:  At MetLife, we’re leading the digital transformation of the Insurance industry. This role, the AVP, Customer Engagement Program Delivery is responsible for leading technology delivery for our key customer engagement programs, with a first focus in our Latin America markets. Through these programs MetLife is deploying a set of modern digital capabilities related to customer engagement and marketing technology across digital channels including online, call center, and social. These new capabilities will transform how we better understand our customers’ needs and create new ways of engaging with them.


This role will be responsible for delivery of strategic initiatives that are critical to the realization of MetLife’s digital objectives, growth and customer satisfaction.  Each program is a multi-year program with many dimensions including deployment of new technology platforms, significant organizational and process change, and coordination with multiple stakeholders. 

In order to lead these complex and transformational programs, the organization needs a leader with a strategic perspective, deep understanding of digital, marketing technology, CRM and data, as well as a strong business acumen, execution capabilities, and the ability to influence a wide range of stakeholders.  


Key Responsibilities:  

  • Collaborates closely with business partners as well as multiple senior technology leaders to manage a holistic approach to strategy, planning, program delivery and communications
  • Lead structured meetings with Executive Sponsors and Business leaders to define program scope and translate strategies into defined business objectives and program goals
  • Oversee multiple programs’ end-to-end SDLC delivery, directing program track leaders and advising stakeholders
  • Establish appropriate governance, processes, and tools to enable program over-sight, risk management, dependency management, approvals, and monitoring of projects/programs within own portfolio
  • Build productive relationships and personal credibility with key business and technology stakeholders to ensure successful delivery and maintain alignment, in a highly matrixed global environment
  • Ensure appropriate financial and reporting processes are in place to provide transparent and frequent reporting on program value, budget, status and risks
  • Provide senior program management representation at program governance meetings with executive and senior management
  • Ensure that support functions deploy appropriate resources in support of strategic programs
  • Anticipated travel up to 30%


Essential Business Experience and Technical Skills:

  • 10+ years of leadership experience in delivery of enterprise scale technology programs and program management at a top tier management consulting firm required. 
  • 5+ years of experience with a dedicated focus on marketing technologies, digital technologies and strategies including online, mobile, social media, CRM (SFDC) required
  • Experience working in Financial Services; Insurance (Life, P&C, Health) and/or Banking experience is required
  • Outstanding executive communication skills, written and oral
  • Strong strategic thinking and tactical execution capabilities; brings critical thinking and intellectual rigor
  • Able to work in and bring clarity to ambiguous, evolving environments
  • Maintains a high performance / high accountability mentality, demonstrated in large, matrixed initiatives
  • Strong interpersonal, conflict resolution and negotiation skills
  • Bachelor’s degree in technology or related field required; MBA preferred
  • Experience in both program management and P&L strongly preferred
  • Bi-lingual fluency English/Spanish required


Leadership Competencies:

  • Thinks Strategically - Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
  • Drives Results - Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.
  • Drive Digital Capabilities – Defines new opportunities to advance the business and drive value with digital technologies.
  • 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.


Key Relationships:

  • Reports to:  VP, Data & Application Services
  • Direct reports/team:  2-3 direct reports, 20-30 total
  • Key Stakeholders:  In-Country Managers & CIOs across LATAM market; Sr. leaders of Digital Office




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 more than $584 billion in managed assets as of March 31, 2018. We are ranked #43 on the Fortune 500 list for 2018. In 2018, we were named to the Dow Jones Sustainability Index (DJSI) for the third year in a row. DJSI is a global index to track the leading sustainability-driven companies.


Our goal in everything we do is to offer customers truly differentiated value propositions that allow us to establish clear competitive advantages. We pride ourselves on being a trusted partner to our customers as they navigate life’s twists and turns. Visit us at to learn more about our brand, history, and values.



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 #: 108127 

Nearest Major Market: Raleigh