MetLife

With more than 150 years of history and a presence in more than 40 countries, MetLife is leading the global transformation of the insurance industry. Bound by purpose and diverse perspectives, we are a collaborative community of more than 40,000 employees around the world, committed to building a more secure future for all of our key audiences-employees, customers, shareholders and the communities we serve.

We are seeking a strategic, customer-focused, and highly collaborative professional to join our Marketing & Event LatAm team as a Customer Experience Manager. In this role, you will design and orchestrate strategies to enhance customer satisfaction, engagement, and value creation across the LATAM region while driving alignment with global marketing priorities.

What you’ll do in this role

 • Develop and maintain a comprehensive roadmap of E2E journey opportunities aligned with product and marketing strategies, ensuring measurable business outcomes.

    •    Collaborate with cross-functional teams to create and orchestrate omnichannel customer experiences, leveraging insights into customer needs, behaviors, and aspirations.

    •    Partner with data analysts from Marketing Ops and business units to continuously monitor the health of customer experiences, defining and tracking key CX metrics to assess and improve outcomes.

    •    Support agile marketing teams by embedding a customer-centric mindset, helping prioritize initiatives, and aligning solutions with business and customer goals.

    • Work with commercial teams to align external communication strategies to enhance customer journeys and drive engagement.

    •    Collaborate with the Global Design System team to foster adoption, ensure quality, and expand capabilities that enhance efficiency.

    •    Define and promote scalable service approaches and best practices, such as onboarding processes, that address the functional, informational, and emotional needs of customers.

To succeed in this role, you’ll need

    •    Proven experience in Design Agencies, Management Consulting, or Experience Strategy and Program Management, ideally within a global company.

    •    Expertise in human-centered design and the creation of customer journey maps, service blueprints, personas, and prototyping solutions.

    •    Fluency in tools such as Adobe Creative Cloud, Sketch, Figma, or similar.

    •    Strong strategic thinking, initiative, and the ability to connect and align multiple priorities effectively.

    •    Demonstrated success in thriving within a highly matrixed and complex environment.

    •    Proficiency in Spanish and English; Portuguese is a strong plus.

    •    A Bachelor’s Degree in Marketing, Communication, or a related field is required. An MBA is a strong plus.

We’re looking for someone with these key competencies

    •    Strategic vision and creative problem-solving.

    •    Excellent communication, storytelling, and facilitation skills to inspire and align teams.

    •    A customer-centric mindset focused on driving measurable business outcomes.

    •    Strong stakeholder management and the ability to influence across cross-functional teams.

    •    A balance of creative and analytical perspectives to design scalable, impactful solutions.