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Senior Customer Analytics Consultant

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Date Posted: Jan 24, 2023

Location(s): New York, NY, US, 10166 Bridgewater, NJ, US, 8807 Cary, NC, US, 27513

Company: MetLife

Job Location: NYC, Bridgewater NJ, or Cary NC


Role Value Proposition

The Retirement Income Solutions (RIS) Customer Experience & In-force Optimization team has responsibility for driving continuous improvement to the customer experience and operational efficiency across the RIS in-force portfolio. The team executes against strategic roadmaps that prioritize meeting customer needs and delivering business value.

 

This role will help the RIS customer experience & in-force optimization team harness customer and operational insights to identify and prioritize strategies that deliver simplicity and value to our customers and business partners. They will work closely with their peers to track and communicate performance of initiatives, requiring the candidate to keep abreast of strategic plans, progress, and results. A successful candidate will have intellectual curiosity, an analytical mindset, and be an effective communicator.

 

Key Responsibilities

  • Research and analytics
    • Responsible for managing and developing strategies to collect and synthesize customer feedback and transaction data; leverages insights to inform product roadmaps and new initiatives
    • Conducts research and analysis (qualitative and quantitative) of customer, operational, and financial metrics in support of solution recommendations, business plan development, and prioritization
    • Makes recommendations and presents results to management and/or senior leadership
  • Planning and governance
    • Maintains and tracks team/initiative Objectives and Key Results (OKRs); partners with team members to identify and define OKRs for new initiatives
    • Develops executive level presentations and management reporting for strategic initiatives (including to RIS SLT, EVP RIS, and US Business President)
    • Supports the creation, communication, and implementation of strategic business plans and initiatives
    • Support identification and prioritization of new initiatives; coordinates annual planning process for Customer Experience & In-force Optimization team (including for IT SLA plan)
    • Plans, coordinates and facilitates key events/forums (e.g. Monthly RIS Customer Council, Experimentation Challenges)
  • Project management
    • Provides support and project management of In-force Optimization and Customer Experience strategy initiatives; serving as project lead on ad hoc initiatives
    • Develops operational procedures to scale experiments to BAU
    • Develops cross-functional relationships and collaborates with RIS business and functional partners to identify requirements and drive execution

 

Essential Business Experience and Technical Skills

Required:

  • 5+ years of relevant experience
  • Microsoft Excel and PowerPoint proficiency
  • Undergraduate degree (bachelor’s degree in business, marketing, analytics, or related field preferred)
  • Strong project management and prioritization skills - ability to balance multiple projects/priorities of varying complexity with track record of driving action
  • Critical thinking, analytical and problem-solving skills – ability to identify opportunities / issues from insights and communicate effectively
  • Approach opportunities with a strategic mindset; balancing value, costs and risk
  • Challenging the status quo and experiment with confidence
  • Able to build strong working relationships across business, technology, operations to drive coordination and collaboration
  • Strong verbal and written communication skills – ability to translate complex concepts and data stories for various audiences

Preferred:

  • Prior experience and knowledge of retirement annuities and life insurance businesses

 

 

Business Category

Retirement Income Solutions

 

Number of Openings

1

 

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.

 

#LI-AGSCF 


MetLife:

 


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 71,700 to 109,900. 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