Sr. Manager, CX Platform Product - Marketing Ops

Job Location: Not Applicable : Not Applicable : Not Applicable

Alternate Job Location: Not Applicable : Not Applicable

Work Arrangement: Hybrid

Role Value Proposition: 

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 and 4) talent alignment to enable a modern, agile marketing organization that nurtures, develops, and attracts top talent.  

This newly created role is critical to bringing the marketing vision to life. 

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 individual and institutional customers. We’re united by our purpose to help our customers and each other create a confident future; we’re guided by empathy; and we’re inspired by each other to make a difference in the lives of our coworkers, customers, communities, and the world at large. At MetLife, it’s #AllTogetherPossible. Join us!  

The CX Platform Product Manager is responsible for implementing a closed loop feedback program via experience management platforms like Medallia, Medallia DXA, and Opinat to measure the overall client experience and deliver actionable insights. You will help retain the customers we have already created and improve our products and services in a way that attracts new ones across all regions globally with a focus on US. This is an exciting opportunity to design, implement, and execute a program that will help drive change and improve the customers’ experience. 

Success in this role requires that you are highly analytical, curious, able to identify and tell a story with data, and a self-starter who is a fast learner. You will be obsessed with creating and delivering projects that truly impact customer loyalty. The CX Platform Product Manager is responsible for bringing the customers’ voice into our organization, and understanding what their experience was like, both in quantitative and qualitative terms. You’ll collaborate closely with the Analytics Team, Channel Team, UX Design Team, and the Technology Team in an environment where every contribution is respected, and every perspective is heard.  

Key Responsibilities:

• Develop an intimate understanding of our customers and assist in building customer-centric, value-driven CEX solutions that drive NPS, conversion and retention improvements for all Lines of Business. 
• Be the data expert on our CX platforms and proactively identify any trends, abnormalities, etc., regarding results, data intake, program health, etc. 
• Identify issues and problems and opportunities and recommend solutions. 
• Design and manage cross-channel surveys to help different teams leverage customer insights to positively impact various phases of the customer journey and to support the development of new experiences, better processes, and solutions. 
• Continuously monitor and evaluate the effectiveness of the VoC Program. 
• Support enablement activities by providing guidance in the following areas: Awareness, Program Design, Engagement, Governance and Knowledge/Training. 
• Develop trusted advisor relationship with inner loop champions and key decision makers across the MetLife organization by demonstrating a solid understanding of inner/outer loop framework and processes, and how they translate into customer initiatives. 
• Act as a subject matter expert in the development of line Customer Experience projects and consult with business owners on the creation of a seamless customer experience strategy. This includes discovery, planning, observation, analysis, recommendations, presentations, implementation, follow-up, and success measurement. 
• Provide data analysis to assist in continuous customer experience improvement initiatives that improve customer experience, measured through NPS, conversion and retention, across the entire journey. 
• Set up, manage, optimize and archive programs and projects. 

Essential Business Experience and Technical Skills:
Required

• Medallia, Opinat, or equivalent (required) 
• Medallia DXA, HotJar, or equivalent                                                                               
• Minimum 2 years in a Customer Experience and/or commercial or marketing role 
• Experience in developing customer experience journey maps and leading journey map workshops helpful. 
• Highly motivated, resourceful problem-solver with the ability to collaborate effectively across functions. 
• High-energy, focused, and obsessed with customer experience. 
• Demonstrated effectiveness in the use of computer tools e.g., PowerPoint, Excel, Word, Access, and other internal databases/systems. 
• Experienced (2+ years) with data analytics, organization-spanning implementation and change management preferably in retail, service, financing, or hospitality. 
• Serves as an effective support resource to team members in key meetings. 
• Write grammatically sound and precise documents and presentations and can craft messages at the right level given the audience seniority/needs. 

Preferred

• Bachelor’s Degree Required. Graduate degree preferred.
• Experience with Agile Delivery Methodology is a plus. 
• Prior digital marketing experience and front-end Customer Experience are strong pluses as is customer service, training, and marketing expertise. 
• Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations. 

Assignment Category

Full Time

Travel

Negligible

Business Category
Marketing Ops, Channels & Analytics

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.” 

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 $84,500 to $112,600. 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.