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Director, Experience Strategy

Date Posted: Aug 7, 2019

Location: New York, NY, US, 10166

Company: MetLife

Job Location: United States : New York : New York  


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.


Role Value Proposition: 

This role sits within the Customer Experience Design department. The Director, Experience Strategy will play a key role in driving MetLife’s Customer Aspiration and enabling high impact Customer Programs at MetLife. The role will involve aligning cross functional and geographically dispersed teams, to deliver strategies and solutions aligned with the global brand, customer experience principles and local market business objectives.


This person will lead by understanding the root of business challenges, framing problems in unexpected ways, and providing inspiration and clarity through thought leadership. This person will be an advocate for the Customer within the company, should have an entrepreneurial mindset and must be great at building relationships and driving consensus. The role combines a business focus with creative insight and provides the opportunity to not only apply Experience Strategy to key business challenges, but to build the capability within MetLife, globally.   


Key Responsibilities:  

  • Build consumer personas, identifying pain points and mapping experience journeys to envision the customer experiences across channels based on deep customer understanding
  • Assist or lead experience ideation workshops, partnering with Experience Design teams; facilitate conversations and champion powerful, unexpected insights to inspire creative solutions
  • Craft Experience briefs; with powerful, unexpected, and impactful insights that inspire
  • Develop roadmap of activities and milestones for new experiences; manage the planning and execution of those initiatives; drive communication and adoption of methods and practices
  • Lead the development of Experience Strategy as a capability within MetLife, including tools and training
  • Support the activation of a CX Center of Excellence to drive a common approach for CX management, governance and prioritization  
  • Partner to build and scale a Globally consistent business case model for CX programs and opportunities, to enable local markets to make case for investment, evaluate opportunities and prioritize initiatives   
  • Analyze best in class, innovative and emerging CX trends (within and external to our category and industry). Present a business case for adoption and MetLife and socialize with the appropriate stakeholders
  • Prepare and deliver progress reports and updates for key stake holders on the Global impact of CX programs against target KPIs
  • Build partnerships with key functions within the organization understand their priorities and roadmaps and ensure CX strategy and initiatives are aligned and integrated
  • Plan agenda and prepare materials for CX meetings and forums
  • Support communication of Best Practice CX examples throughout the company, so markets can leverage and scale, and to enable a common definition of ‘good CX’


Essential Business Experience and Technical Skills:


  • Strong record of success in working on complex, multi-dimensional programs 
  • Ability to take initiative, think strategically, connect dots across multiple threads and drive results
  • 8-10+ years of professional experience in Management Consulting or Experience Strategy and Program Management, ideally within a global company
  • Entrepreneurial mindset
  • Demonstrated ability to operate effectively in a highly matrixed and complex environment
  • Strong proficiency in PowerPoint and Excel; comfort with financial models
  • Ability to build and manage relationships with stakeholders at all levels
  • Exposure to both creative and business environments preferred


  • Undergraduate degree strongly preferred, MBA a plus
  • Ability to establish and broadly share/apply industry best practices from outside the organization


Business Category

Global Customer Experience


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 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 #: 107564 

Nearest Major Market: New York City