MetLife

The Opportunity

We are seeking a skilled service designer/business strategist to help us scale up to meet business demand for understanding business processes, prioritizing improvements, and executing on value-adding initiatives. The position will collaborate on multi-disciplinary teams to identify, shape, and architect business solutions, operational processes and simplified interactions across digital and service touchpoints. This role that has an opportunity to add unique value and deliver lasting results.

To succeed in the role, the candidate must understand process mapping, design principles, user-centered design practices, and the ability to translate business objectives into exceptional customer experiences. This role requires strong partnership and collaboration with cross-functional partners, e.g., business, operations and service, technology, contracts, finance, legal, risk, and compliance.

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.

Key Responsibilities

• Under direction of Business Solution Design Lead, 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). Prepare design concepts, strategies, and results to business stakeholders and partner
• Identify pain points and opportunities within processes based on observations and stakeholder discussions. Contribute to development of problem statements and hypotheses to improve processes, controls, and business outcomes based on key insights.
• Provide support on deliverables such as service blueprints, future vision, and long-term roadmaps. Contribute to maintenance of existing process maps and journey repositories
• Develop relationships with RIS business, operations, legal, and IT stakeholders and solid understanding of RIS products, customers, and operational processes

What You Need to Succeed (Required Qualifications)

• Undergraduate degree required, with 2-4+ years of experience across multiple disciplines (design, business, social science, etc.)
• Experience developing process maps of various types (value chain mapping, journey maps, service blueprints, etc.) that are tangible and grounded in driving business outcomes
• 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
• Engagement and facilitation skills with an emphasis on co-creation and collaboration. Able to collaborate with a design lead and cross-functional teams
• 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 (Additional Skills)

• Prior experience with annuities and life insurance businesses, management consulting, or design research
• Experience in digital product design
• Experience in a large, highly matrixed company with proven ability to influence leaders and key stakeholders