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Director, Marketing Sciences Customer Metrics

Date Posted: Jun 11, 2021

Location: New York, NY, US, 10166

Company: MetLife

The MetLife Global Brand & Marketing (GBM) team has been evolving in line with MetLife’s 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 MetLife’s relationship with its customers and helping them navigate life’s twists and turns. GBM has 450+ employees in global, regional and local roles.

Global Marketing Strategy & Sciences is a newly established function with overall responsibility for identifying insights to define customer, channel and portfolio strategies to better anticipate and deliver on customer needs and marketing opportunities, while measuring impact and standards.  This function also oversees the MetLife Brand Strategy and the planning process for setting the strategic plan for Marketing globally.

Role Value Proposition: 

The Director, Marketing Sciences Customer Metrics role is a key position in charge of designing, shaping and activating research, insights and analytics to guide key customer metrics initiatives and stakeholders across lines of business and geographies in MetLife.  We are looking for a solid research practitioner with strong consultative skills able to understand business needs / detect problems and design research and analytics solutions that produce concrete action-oriented recommendations.  In addition, this person will work in close collaboration and flex & flow to other Performance Analytics and Strategic Insights workstreams to ensure holistic view on customer metrics, marketing analytics, and data strategy.


MetLife’s is committed to become a more customer-centric company.  The Director will provide leadership to a centralized team that will continue to build this capability with the goal of driving customer centric practices across our key markets.  This team will help the company adopt a customer centric point of view, build customer-centric capabilities, and continuously track our progress relative to competition.


The Marketing Sciences area and this Director position will lead the way in making consumer centricity a reality in collaboration with our global, regional, and local partners MetLife.


This role is responsible for ensuring that MetLife's customer surveys such as NPS & Brand Health Tracking consistently produce relevant and high-quality data & insights that will enable measurement & tracking customer-centricity metrics across our key markets. 

Key Responsibilities:  

  • Design learning programs and the tools to define customer strategies & enable strategic planning
  • Design customer metrics & insights to enable support to brand strategy.
  • Execute the strategic role of research and insights across business lines, channels, geographies and customers
  • Design and commission key global research and customer focused insight studies; develop innovative methods to extract real actionable insights to further enhance our customer relationships.
  • Proficiency in helping teams to analyze & measure customer metric performance. 
  • Ability to drive, manage, and deliver large scale continuous tracking programs such as Brand Health Tracking & rNPS with a strong view on the holistic picture across.
  • Ability to utilize proficient analytics skills to assess statistically significant variables, collinearity issues, and ultimately ensure high quality drivers analysis.
  • Ability to seek out supplemental & complimentary data to produce a robust and holistic story.
  • Ability to integrate insights work into overall marketing (B2C and B2B) and business strategy with the ultimate objective of translating knowledge into action in the following areas:
    • Hands on experience in Brand Equity, NPS and Campaign Evaluation & Tracking for consumers and B2B targets.
  • Identify and determine the most qualified global suppliers
  • Build a best-in-class research community, best practices and a knowledge-sharing culture
  • Collaborate with all key GBM, regional and key local teams to support their efforts and guide them in increasing their influence in the organization by providing the right insights through conducting appropriate research
  • Partner with external consultants to drive company and marketing intelligence that result in the right strategies to maximize MetLife’s ability to deliver shareholder value
  • Introduce new ways of thinking to and drive new inspirations within the company
  • Perform other related duties as assigned or required.


Essential Business Experience and Technical Skills:


  • 7 + years of relevant experience, preferably in Financial Services/Insurance industry
  • Strong marketing research methodology skills; needs to be an expert in the field and bring marketing science discipline to full spectrum of primary marketing research as well as able to provide strong linkage to secondary research and performance analytics.
  • Agility to flow to & lead analytics projects
  • Understanding of Analytic & BI software (SPSS, SAS, R; SQL) preferred
  • Strong understand of brand strategy & product development research methods
  • Strong understanding of marketing methodology including customer journey mapping and insights process
  • Demonstrated ability in forming trusted advisor and influencer relationships with internal partners or clients, especially in a matrix organization
  • Team player with experience interacting with different functional areas and personality styles
  • People management experience, including hiring and building teams; understands what needs to be built and is patient and entrepreneurial when it comes to building the team and creating capabilities
  • Excellent verbal and written communication skills


Business Category

Global Brand & Marketing


Number of Openings




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, 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 $651 billion of total assets under management as of September 30, 2020. We are ranked #48 on the Fortune 500 list for 2020. In 2019, we were named to the Dow Jones Sustainability Index (DJSI) for the fourth year in a row. DJSI is a global index to track the leading sustainability-driven 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.


Requisition #: 116500


Nearest Major Market: New York City