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VP Customer Experience and Activation

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Date Posted: Nov 17, 2022

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

Company: MetLife

Position: VP, Customer Experience and Activation    

Location: New York, NY or Bridgewater, NJ

 

The Company

MetLife (NYSE: MET), 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 serves approximately 100 million customers, 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. MetLife has an employee population of approximately 43,000 and is ranked #50 on the Fortune 500 list for 2022.   MetLife is intentionally cultivating a purpose-driven and inclusive culture that values and builds a diversity of talent to innovate for today, tomorrow and the future so that the company can continue to fulfill its promise to its customers in the communities it serves around the world.

 

Global Brand and Marketing at MetLife  

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.

 

The Position

The head of Customer Experience strategy, design and activation will enable a richer and more robust customer experience in collaboration with marketing, the business, sales 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 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.

 

The marketing activation leader will plan and manage customer product engagement and usage to generate repeat sales and achieve revenue goals. This includes setting strategies to attract the right customer type and ultimately a simplified path to purchase, activation, and usage for our customers. This will include helping to build a team to research and analyze market trends and user behavior.  The role will also collaborate across teams and business functions on multi-channel, multi-tactic campaigns and test plans to ensure we delight customers.

 

Key Relationships

▪ Reports to: SVP Customer Experience, Marketing Performance, Ops and Regional Marketing

▪ Key Stakeholders: Chief Marketing Officer, Heads of Regional Marketing – EMEA, Asia, LATAM, Head of Group Benefits Marketing, Head of MIM Marketing, Head of RIS Marketing, Regional and Business Unit Leaders, Data, Technology, and Sales

 

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.  Responsibilities include:

 

  • 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
  • Develop a 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
  • Build and manage a growth-focused channel activation team across web, email, social, media, SMS and chat delivering best-in-class customer experiences to achieve sales and revenue goals. 
  • Optimize our marketing channel tools and digital properties with data enrichment, improved processes and planning across our customer acquisition, lifecycle marketing, marketing technology, data, and digital operations 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
  • 7+ years of hands-on CX research, strategy briefs, wireframe and prototype development and usability testing oversight. 
  • 5+ years of creating and managing Design System and Style guide for interactions for web, apps and email platforms
  • Proven track record driving CX research, design thinking, and modern effective CX execution that delivered meaningful business results
  • 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

The Global Brand & Marketing team strives to attract, develop, and retain diverse talent with the potential to be future leaders of the department and of MetLife as a whole. The Global Brand & Marketing team seeks professionals who demonstrate high intellectual capacity to understand complex matters facing the company, combined with strong leadership competencies to motivate and inspire higher performance by all professionals. The Global Brand & Marketing team takes an active role in developing the skills of the broader team and guiding their professional growth. By promoting skill development and career advancement for its professionals, the Global Brand & Marketing team is better positioned to serve its internal business partners and to help achieve MetLife’s vision of becoming a world-class leader in the insurance, retirement savings, investments and employee benefits industries.

  • Experiment with Confidence – Courageously learn and test new ideas without fear of failure
  • Act with Urgency – Demonstrate speed to action with agility and determination
  • Seek Diverse Perspectives – Source ideas and feedback to expand thinking and make informed decisions
  • Seize Opportunity – Drive responsible growth and identify areas for continuous improvement
  • Champion Inclusion – Foster an environment where everyone is valued, heard, and can speak up
  • Create Alignment – Partner with others across the organization with candor and transparency
  • Take Responsibility – Be accountable and act in pursuit of the right outcomes
  • Enable Solutions – Anticipate and address obstacles while managing risk
  • Deliver What Matters – Execute meaningful priorities and follow through on commitments

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 $669 billion of total assets under management as of December 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 $219,500 to $292,700. This role is also eligible for annual short-term incentive compensation and stock based long-term incentives. 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