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VP Customer Insights & Analytics

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Date Posted: Nov 15, 2022

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

Company: MetLife

Position: VP, Customer Insights      

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 Customer Insights leader will be responsible for advancing the value derived from market research and customer metrics to support decisions and actions around our customer commitment: To build remarkable and enduring customer relationships.   The role will leverage quantitative and qualitative analysis to continue to mature our use of NPS as the primary measure of our customer commitment while also developing methods and models to leverage additional sources of insight including brand insights and other sources of customer data to support growth objectives driven by insight.  Specifically, the role will facilitate the enterprise rNPS program that has board level visibility and work closely with customer councils in all regions to drive insights to action.  The role will also facilitate brand health measurement and analytics in support of growth objectives for product, distribution and marketing teams.  Finally, the role will facilitate the use of customer data in advanced analytics that directly connect to marketing execution and customer experience enhancement.


Key Relationships

  • Reports to: SVP, CMO Corporate and Institutional Marketing
  • Key Stakeholders: MetLife Business Unit and regional leaders, Board of Directors


Key Responsibilities

The role is responsible for leading and growing the customer insights function for MetLife’s marketing organization.  Responsibilities include:


  • Develop and direct customer insights strategic projects to collect, study and utilize data reflecting customer behaviors, sentiments, trends, and preferences to support customer decisions and shape marketing actions.
  • Lead insights team in market research initiatives focused on using customer, sales, brand, industry trends, and other significant data in statistical analysis.
  • Design and implement qualitative and quantitative research projects and methodologies involving ethnographic research, focus groups, online communities, interviews, and surveys that yield data required for developing insights to measure customer perceptions and satisfaction.
  • Interpret research findings and marketing programs results into insights and guidance for strategic actions.  
  • Own and lead the global rNPS program in MetLife’s priority markets and identify future areas of opportunities. Communicate and present to senior leaders and stakeholders.
  • Advance the measurement of MetLife’s evolving customer value components (e.g. CX, CLTV)
  • Identify opportunities based on insights and act as an influencer to drive business decisions with insights.
  • Continue to explore and enhance MetLife’s next-gen customer analytics.
  • Continue to advance the culture of insightfulness and leverage of customer insights to influence strategies and tactics to drive business growth.
  • Maintain an external orientation to anticipate the evolving customer and human needs and leverage those insights for supporting strategic decisions. Architect and imagine future measurement capabilities in light of the ever-changing data landscape.

Coach and mentor direct reports as well as broader team, building a high-visibility platform for team members to develop into marketing leaders. Manage and build a diverse team of marketers across specializations.


Position Requirements

  • Bachelors required. Advanced degree preferred (MBA, or further business, marketing or analytical education)
  • 15+ years’ experience in insight, research, customer-centric design
  • Strategic planning and marketing experience
  • String customer and marketing analytics. Relevant insights experience including both quantitative and qualitative user research and insights, ethnographic research, focus group, online communities and surveys, and customer analytics.
  • Highly analytical, and customer centric, and data-driven possessing ability to use insights to frame recommendations and results into concise and actionable recommendations
  • Strategic and structured thinker demonstrating executive presence
  • Excellent strategic market research experience, conducting foundational research, defining and prioritizing customer segments
  • Ability to work with and lead cross-functional and cross-cultural teams to drive initiatives and achieve results
  • Demonstrated success building, leading, challenging and coaching a team of high-performing marketers, and customer insights talent
  • Self-motivated and proactive leader/team player who takes ownership of and accountability for projects
  • Strong organizational skills with an ability to effectively manage competing priorities
  • Ability to communicate complex issues to a wide array of stakeholders
  • Strong commercial market awareness, client acumen and intellectual curiosity
  • 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, 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 $199,900 to $266,500. 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