VP Customer Experience Design

The Opportunity:

The head of Customer Experience strategy and digital design will enable a richer and more robust customer experience in collaboration with marketing, the business, sales, service, and technology. This leader will bring excellence in experience strategy and design, as well as a proven track record of growth through digital using data and customer insights.  This role inspires collaboration and will ensure alignment of digital design execution to the specific business and customer outcomes.  This role will drive efficiency and effectiveness of marketing in region via all appropriate channels, enabled by technology and data. 

This leader will grow and optimize our UX strategy, UI, UX, Content and Research teams, including the prioritization of sprint work using Agile. This role will optimize the design user experience of key digital priorities including, MetLife.com, Upwise, Pet, Legal, and Group Benefits Secure sites. This role also oversees the growth and optimization of the company’s global design system, which includes components for public sites, secure sites, repeatable digital acquisition funnels, acquisition and services flows and tasks, and channel activation design such as email templates by type, digital ads, and other easily editable components and designs.  The role will also collaborate across teams and business functions on multi-channel, multi-tactic programs to attract or support the key customer types and ultimately design a simplified path to purchase, activation or usage that delight our customers. 

Key Responsibilities: 

• This role is responsible for leading the strategic direction of the MetLife customer experience and channel activation globally – across all business and regions.  
• Support the MetLife CMO developing and managing a modern, data-driven, customer-centric, and performance-oriented marketing organization
• Develop and grow our CX and Design organization and manage a team across CX strategy, CX research, UX and digital design, content marketing, and user testing that drive the expected business outcomes for our B2B and B2C digital designs and experiences 
• Optimize and promote our global cross-channel lifecycle UI Design system to drive simpler engagement, activation, cross-sell, and retention of our B2B and B2B2C customers.  Ensure the system can be easily adopted by regional and product teams with measurable efficiency gains
• Optimize our design and collaboration tools with data enrichment, improved processes and planning across our customer acquisition, lifecycle marketing and product design teams 
• Develop and manage multivariate testing plans and results
• Provide the thought leadership to ensure that we develop creative ways to measure and optimize web, apps, social media and email designs and engagement.
• Improve team productivity and speed of improved CX outcomes with iterative prototyping, design, and agile development
• Collaborate with brand, corporate marketing, customer insights, product, technology, and business stakeholders to help ensure alignment between strategic priorities, business objectives, and measurable outcomes. 
• Contribute to the development of knowledge management, workflow, and operational excellence
• Coach and train teams on advanced subject matter and operational excellence
• Mentor and develop marketing talent to create a strong pipeline of future marketing leaders 
• Educate and inspire collaboration across design, marketing product and engineering. 
• Attract and retain key talent and contribute to creating a culture and DNA of a modern, performance-driven marketing organization.

Position Requirements:
 

• Bachelor’s degree and advanced degree or certification in Experience Design (XD) 
• 15+ years’ experience leading CX and digital marketing activation across Web, digital products and apps, social and email platforms with proven outcomes from design improvements
• 7+ years of hands-on CX research, strategy briefs, wireframe and prototype development and usability testing oversight.  
• 5+ years of managing and optimizing a Global Design System and Style guide for interactions for web, apps, and email platforms with measurable results from optimization
• Proven track record driving CX research, design thinking, and modern effective CX execution that delivered meaningful business results to a digital product or web-based service portal. 
• Prior professional role in creative services, or CX/UX design at an agency preferred
• Strong knowledge of the systematic design and enterprise software, such as Adobe 
• Deep understanding of both strategies and tactical performance levers that drive performance marketing and lifecycle marketing 
• Proven track record developing high performing teams
• Agile marketing experience
• Proven thought leader and change agent
• Excellent analytical and conceptual problem-solving skills 
• Charismatic communicator and presenter
• Reliable leader with strong values
• Intrinsic performance orientation and a passion for people development
• Proven track record of collaboration with cross functional stakeholders, peers and team members
• Comfortable with ambiguity and change
• Self-sufficient high performer who enjoys driving the success of your team
• Experience in insurance and/or financial services a huge plus

MetLife Success Principles

• Build Tomorrow – Seize opportunity, Experiment with confidence, Act with urgency
• Win Together – Seek diverse perspectives, Champion inclusion, Create alignment
• Own It – Take responsibility; Enable solutions; Deliver what matters MetLife Leader Expectations
• Build Effective Teams - Build strong-identity teams that apply diverse skills and perspectives to achieve common goals.
• Drive Engagement - Create a climate where people are motivated to do their best to help the organization achieve its objectives.
• Develop Talent - Develop people to meet their career goals and organization goals.

The wage range for applicants for this position is $225,000 to $275,000. This role is also eligible for annual short-term incentive compensation and stock based long-term incentives. All incentives and benefits are subject to the applicable plan terms.

Benefits We Offer:

Our U.S. benefit programs are geared toward health and wellness, financial protection, and retirement savings. In addition to comprehensive health coverage including medical, dental, vision, short- and long-term disability and life insurance benefits also include:

• Annual variable incentive plan
• Pension
• Retirement plan and 401K with employer matching
• Tuition assistance
• Employee Assistance Program (EAP) and wellness programs
• Discounted legal services
• Discounts on auto, home, pet, and hospital indemnity insurance
• Generous paid time off, including a floating cultural heritage ay
• Paid volunteer time off and charitable contribution match
• Family benefits including paid parental leave, adoption and surrogacy assistance, child and eldercare support, college advising program

About MetLife
Founded in 1868, 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 individual and institutional customers build a more confident future. We have operations in more than 40 markets globally and hold leading 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 $669 billion of total assets under management as of December 31, 2021 ranked #50 on the 2022 Fortune 500 list, and are honored to be one of the “Fortune 100 Best Companies to Work For® 2023”and “World’s Most Admired Companies” for four consecutive years.

We are a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. When it comes to humanity, there is no fine print. There is no nuance, no wiggle room, no shortcuts. A MetLife, we strive to do right: by our customers, our communities, and our teams.  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.

We want to make it simple for all interested and qualified candidates to apply for employment with MetLife. If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine the appropriate accommodation for the interview process.