Manager - Customer Research

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Date Posted: Sep 8, 2023

Location(s): New York, NY, US, 10166

Company: MetLife

Job Location: New York, NY

Work Arrangement: Hybrid


Role Value Proposition: 

Our Global Net Promoter Score (NPS) program is a key enabler of the Next Horizon strategy and encompasses research into drivers of customer loyalty and advocacy in 6 key markets. This role requires a candidate who can bring deep expertise in designing, executing, and analyzing customer research to craft actionable and impactful insights. Hands-on experience with Net Promoter Score is a serious plus.


Ideally, the candidate will aspire to build a longer-term career in customer insights at MetLife and embrace this opportunity as a pathway to gain critical experience in directly influencing strategy in key markets, interfacing with senior leaders, and rapidly taking on new challenges and opportunities.


Key Responsibilities:

  • Management and production of NPS insights providing technical direction on research design (e.g., questionnaire building, sample design, etc.)
  • Supports the advancement of different customer metrics to measure MetLife’s customer commitment delivery.
  • Manages customer data collection, data management and supports data quality and data governance activities.
  • Builds NPS analysis including preparation of reports and materials to be used in presentations and meetings with stakeholders
  • Facilitates and crafts the build of opportunity areas with local champions and actively participates on ideation workshops to refine action plans.
  • Manages the relationship with the selected external research partners.
  • Introduce innovative methodologies and analysis to solve for specific business questions



Essential Business Experience and Technical Skills:


  • Bachelor’s degree in the field of business administration, marketing, with statistical / mathematical knowledge.
  • 8+ years’ hands on experience in marketing research methodologies; 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.
  • Proficiency in Advance Excel and PowerPoint
  • Strong experience across descriptive, predictive, and prescriptive analytics
  • 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.
  • Strong organizational skills with an ability to effectively manage competing priorities
  • Ability to communicate complex issues to a wide array of stakeholders
  • Ability to manage end to end complex multi-market projects from strategic alignment and design to delivery / insights activation



  • Experience in insurance and/or financial services a huge plus
  • Practical familiarity with business intelligence tools (e.g., Power BI)


Assignment Category

Full time


Business Category

Global Brand and 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 $642.4 billion of total assets under management as of March 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 applicants for this position is $101,000 to $134,700. This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits 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.  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.


Nearest Major Market: New York City