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Senior Business Analyst

Date Posted: Aug 14, 2019

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: United States : North Carolina : Cary

Role Value Proposition:  

The Senior Business Analyst role is part of Global Customer Solutions (GCS) within MetLife’s Global Technology and Operations (GTO) organization. GCS is the principal contact center and digital servicing channel for MetLife. The successful candidate will be responsible for capturing customer’s needs for technology innovations/transformation and drafting requirements/solutions to drive enhanced customer experiences.



  • Reporting to Director of Transformation, develops business requirements to implement new and/or modified processes and complete general business analysis and process mapping activities
  • Support continuous improvement programs across multiple lines of business and products to drive efficiency and customer engagement
  • Work autonomously to conduct complex business analysis, procedure mapping, business requirements gathering, and process designs to address business opportunities/issues and develop formal recommendations for presentation to management and project leads
  • Design, implement, and monitor the progress of business analysis and procedural initiatives including milestones and budgets to ensure timeliness and deliverables are achieved
  • Lead or support user acceptance testing of the developed technology solutions to ensure they meet the needs of the business and our customers



  • Extensive experience with developing business requirement (BRDs) and process mapping. Experience with developing and administrating SharePoint knowledge sites
  • Knowledge of front and back office customer interaction within insurance, financial services of other customer centric organizations.  Familiarity within contact center and digital technology, procedures, and key operating measures
  • Strong written and oral communication skills, with experience succinctly presenting business analysis outcomes and recommendations
  • Advanced experience with Microsoft Office suite of products, including Excel, Word, and PowerPoint


  • Bachelor’s degree in Business or Information Systems with equivalent experience (>5 years)
  • Six Sigma/LEAN certification
  • Ability to influence and direct teams. Strong relationship building skills



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.

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.

Requisition: 111260

Nearest Major Market: Raleigh