MetLife

The Team You Will Join

Retirement and Income Solutions (RIS) is a part of MetLife’s U.S. Business and issues products for transferred pension liabilities, stable value, institutional income annuities, structured settlements, and a range of risk solutions that include benefits funding, corporate- and bank-owned life insurance and other specialty products. It is one of the largest U.S. segments in MetLife and is driven through a relentless belief in MetLife’s purpose, “Always With You, Building a More Confident Future”.

The RIS Customer Solutions and Strategic Operations (CSSO) team has responsibility for guiding multiple initiatives that help to power and improve the daily operations of the business, including improving customer experience, optimizing critical processes, hardening of the control environment, the developing and filing of contracts, and various operational and administrative projects needed to support the range of RIS products.

The Role: 

We are seeking an accomplished designer for this newly created position that will collaborate on multi-disciplinary teams to identify, shape, and architect business solutions, operational processes and simplified interactions across digital and service touchpoints. By delivering cohesive and impactful solution designs to complex business challenges, the Business Solution Design Lead will improve speed-to-market, customer experience and business impact. This is a high-profile role that has a real opportunity to add unique value and deliver lasting results through the lens of design.

To succeed in the role, the candidate must have a deep understanding of design principles, user-centered design practices, and the ability to translate business objectives into both exceptional customer experiences and new innovations. This role also requires strong partnership and collaboration with cross-functional partners, e.g., business, operations and service, technology, contracts, finance, legal, risk, and compliance.

Key Responsibilities:

• Work across product teams and platforms to understand the value chain and drive meaningful changes through design—champion a customer-centric approach to ensure that the target user is prioritized in all product, process and service development (customer-facing and operational). Present design concepts, strategies, and results to business stakeholders and partners
• Facilitate development of problem statements and hypotheses to improve processes, controls, and business outcomes based on key insights
• Own deliverables such as service blueprints, future vision, and long-term roadmaps. Develop business cases for changes to estimate financial costs and value expected upon implementation
• Identify areas where customer research is needed and partner with appropriate research teams to gather insights
• Develop relationships with RIS business, operations, legal, and IT stakeholders and solid understanding of RIS products, customers, and operational processes

Essential Business Experience and Technical Skills:

What You Need to Succeed (Required Qualifications):

• Undergraduate degree with experience across multiple disciplines (design, business, social science, etc.)
• 7+ years of experience developing compelling design strategies that are tangible and grounded in driving business outcomes
• Experience in a large, highly matrixed company with proven ability to influence leaders and key stakeholders
• Approach opportunities with an innovative mindset and emphasis on how to drive value while balancing costs and risks. Ability to deconstruct problems into specific action plans based on first principles
• Bring definition to ambiguous problems and navigate complexity of information, systems, businesses, etc., including the use of different frameworks or tools such as value chain mapping, service blueprinting, and roadmapping.
• Excellent engagement and facilitation skills with an emphasis on co-creation and collaboration
• Critical thinking, analytical and problem-solving skills used to identify opportunities / issues from insights
• Demonstrated ability to toggle effortlessly between strategic and tactical activities

 What Will Give You an Edge (Preferred Qualifications):

• Graduate level degree
• Prior experience with annuities and life insurance businesses, management consulting, or design research
• Experience in both digital and physical product design

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.