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AVP, Customer Analytics

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Date Posted: Jan 20, 2023

Location(s): New York, NY, US, 10166 Bridgewater, NJ, US, 8807 Whippany, NJ, US, 7981

Company: MetLife

Position: AVP, Customer Analytics


Job Location: New York, NY     Alternate Job Location: Bridgewater, NJ or Whippany, NJ     


Department: Global Brand & Marketing  

The MetLife Marketing organization is evolving to enable our Next Horizon strategy.  The organization has outlined a new vision – to be a customer-centric and data driven growth engine that takes accountability for contributing meaningful enterprise value and building customer equity.


The organization is on a journey to create a high performing team enabled by a set of modern capabilities.  This will require us to change the organization’s expectation of marketing as well as shift the Marketing focus areas.  The expected outcomes of this evolution are:

  1. Growth – marketing as an investment with predictable contribution to enterprise value
  2. Efficiency/effectiveness through a data driven DNA
  3. Capability maturity leading to sophisticated technical and strategic capabilities
  4. Talent alignment to enable a modern, agile marketing organization that nurtures, develops, and attracts top talent.


The Role:

The Customer Analytics leader will be responsible for advancing next gen customer analytics to inform impactful execution and drive business growth by understanding and measuring Customer Equity throughout their life cycle. The role will leverage disparate data sources to analyze and provide actionable insights supporting business decisions, which will require a hands-on data management attitude, intellectual curiosity, and problem-solving skills to turn data into business recommendations and actions.

This role will also act as a consultative and thought leader to solve business questions across the different lines of business, requiring a strong sense of partnership with cross functional leaders and technology. The role will also be responsible for supporting business decision and actions around our customer commitment: To build remarkable and enduring customer relationships. Specifically, will facilitate the enterprise rNPS program that has board level visibility and work closely with customer councils in all regions to drive insights to action leveraging the available data.


Key Responsibilities:

The role is responsible for leading and growing the customer analytics function for MetLife’s marketing organization.  Responsibilities include:

  • Establish and implement data driven initiatives to enable business growth by measuring and understanding customer equity impact, to deliver business outcomes:
  • Design fit for purpose customer use cases applying advanced analytical techniques to solve for specific business challenges (e.g., acquiring more of the right customers, increasing loyalty and advocacy, and maximizing lifetime share of wallet, etc.)
  • Collaborate with cross functional teams (e.g., sales/distribution, product) to identify and progress customer data driven use cases based on regional/local business priorities.
  • Collect, structure, and analyze data sets from multiple sources (e.g., Internal single customer view, 3rd party data, survey data, etc.) and partner with technology to ensure data readiness and availability for analysis.
  • Provide descriptive analytics to deliver actionable insights and meaningful business recommendations.
  • Develop predictive models (e.g., Cross Sell and Churn propensity models) to inform use cases and support impactful execution.
  • In collaboration with the activation teams, design scalable experiments using predictive modeling to impact business growth outcomes and continuously optimize models.
  • Advance the measurement of MetLife’s evolving customer value components (e.g., CLTV, Brand consideration, NPS)
  • Lead and manage the global rNPS program in MetLife’s priority markets and identify future areas of opportunities. Communicate and present to senior leaders and stakeholders.
  • Build and advance next gen customer analytics capabilities.
  • Continue to advance the culture of insightfulness and leverage of customer insights to influence strategies and tactics to drive business growth.
  • Develop playbooks and toolkits to expand best-in-class scalable analytics for MetLife
  • Identify and partner with the most qualified global research, consulting & analytical partners.
  • Manage and coach a high-performance team of strategic scientists.


Key Relationships:

  • Reports to: VP, Customer Insights & Analytics
  • Direct Reports: This role will have one to four direct reports, still TBD
  • Key Stakeholders: MetLife lines of business and regional leaders, local & regional marketing teams, GTO Data science and engineering


Essential Business Experience and Technical Skills:

  • Bachelor’s degree in the field of computer science, information systems or business administration, marketing, with statistical / mathematical knowledge.
  • 12+ years’ hands on experience in data management, stewardship, modeling, insights, research, and customer-centric design
  • Strong experience across descriptive, predictive, and prescriptive analytics
  • Knowledge using and applying analytical tools such as SAS, SPSS, R, Python, etc.
  • Proficiency in SQL, Advanced Excel and PowerPoint
  • Proven experience in advance statistical techniques to solve specific business challenges, includes basic descriptive statistics, correlations, regression analysis, decision trees, neural networks, Bayesian belief models, cluster analysis, etc.
  • Experience working with NPS in the financial services industry
  • Highly analytical, customer centric, and data-driven, possessing ability to use insights to frame recommendations and results into concise and actionable recommendations
  • Ability to work with and lead cross-functional and cross-cultural teams to drive initiatives and achieve results
  • Strong organizational skills with an ability to effectively manage competing priorities
  • Ability to communicate complex issues to a wide array of stakeholders
  • Strong financial and business acumen
  • Experience in insurance and/or financial services a huge plus
  • Ability to manage end to end complex multi-market projects from strategic alignment and design to delivery / insights activation
  • Practical familiarity with business intelligence tools (e.g., Power BI), web, digital/ social listening and CRM analytics
  • Background in design of experiments (e.g., A/B testing)

MetLife Success Principles

The Global Brand & Marketing team strives to attract, develop, and retain diverse talent with the potential to be future leaders of the department and of MetLife as a whole. The Global Brand & Marketing team seeks professionals who demonstrate high intellectual capacity to understand complex matters facing the company, combined with strong leadership competencies to motivate and inspire higher performance by all professionals. The Global Brand & Marketing team takes an active role in developing the skills of the broader team and guiding their professional growth. By promoting skill development and career advancement for its professionals, the Global Brand & Marketing team is better positioned to serve its internal business partners and to help achieve MetLife’s vision of becoming a world-class leader in the insurance, retirement savings, investments and employee benefits industries.

  • Experiment with Confidence - Courageously learn and test new ideas without fear of failure
  • Act with Urgency – Demonstrate speed to action with agility and determination
  • Seek Diverse Perspectives – Source ideas and feedback to expand thinking and make informed decisions
  • Seize Opportunity – Drive responsible growth and identify areas for continuous improvement
  • Champion Inclusion – Foster an environment where everyone is valued, heard, and can speak up
  • Create Alignment – Partner with others across the organization with candor and transparency
  • Take Responsibility – Be accountable and act in pursuit of the right outcomes
  • Enable Solutions – Anticipate and address obstacles while managing risk
  • Deliver What Matters – Execute meaningful priorities and follow through on commitments




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 $669 billion of total assets under management as of December 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.


The wage range for this position is $154,700 to $206,300.  The role is eligible for annual short-term incentive compensation and stock-based long-term incentives. MetLife offers a comprehensive benefits program including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives are subject to the applicable plan terms.


We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to or call our Employee Relations Department at 1-877-843-3711.


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.


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Nearest Major Market: New York City