MetLife

The Team You Will Join 

This Customer Propositions Manager role sits within the UK Customer Propositions team supporting Individual Protection (IP) and Employee Benefits (EB) business lines. The Customer Propositions Manager role supports the delivery of the UK propositions roadmap, from ideation through to market delivery. 

The Opportunity 

As the UK business continues its growth trajectory and goal to cover more customers than ever before, the customer proposition team sits at the forefront of this, developing and delivering innovative propositions that support MetLife’s strategy of delivering customer and shareholder value by shaping propositions to create distribution advantage.

Internal collaboration is key, working with cross-functional teams, including distribution, data & AI, marketing, IT & Change and compliance to maximise alignment and ensure successful execution.

How You’ll Help Us Build a Confident Future (Key Responsibilities)

• Assist and support in the delivery of our Next Horizon Strategy and in line with MetLife’s product development process and Product, Solutions & Ecosystem playbook. 
• Monitor macro-environment, competitor developments and insurance markets to identify emerging trends and opportunities.
• Assist and support product literature for IP and EB lines, including but not limited to policy terms and conditions, policy schedules, policy summaries, and technical guides.
• Build and maintain strong relationships with distribution partners, understanding their needs and providing tailored solutions to meet them.
• Monitor and analysis on the performance of propositions, making recommendations for future iterations.
• Assist and support management issues relating to sales, operations, complaints, claims, underwriting etc.
• Ensure effective risk management is taken into account in all day to day activities, in accordance with ME risk policies, and escalate any areas of concern to line manager and where appropriate Risk Management function.

What You Need to Succeed (Required Qualifications)

Required: 

• Track record in delivery – Demonstrable history in developing and delivering innovative, customer-centric and value-enhancing propositions in the UK insurance market.

• Initiative - Demonstrates willingness to proactively address current and potential challenges and opportunities with a strategic mindset; willingly accepts increased responsibilities, seeks new opportunities to improve a task or process. Played significant role in promoting innovation with previous employers.

• Execution: - Demonstrates a sense of urgency to achieve results; acts decisively to prioritise workload, meet deadlines, and achieve deliverables; efficiently manages time, projects and resources across multiple priorities to meet schedule and budget constraints.

• Accountability for Results – Demonstrates personal responsibility for completing tasks within deadlines with strong attention-to-detail to a high standard and achieving high quality results. Looks for opportunities to strengthen customer and commercial propositions.

• Customer Focus – Considers the customer perspective and strives to find creative solutions that are in the best interest for the customer and the business. Manages expectations and monitors satisfaction. Establishes goals with customers in mind and follows up on customer needs; ensures product suitable, fit for purpose and champions initiatives to improve customer experience.

• Job Knowledge – Demonstrate expert levels of relevant knowledge and skills to perform all aspects of the job. Acquires new knowledge and skills to continually improve performance. Demonstrates knowledge of the company’s business, products and governing regulations; stays current on trends and issues facing the company and marketplace; uses current technologies; considers the broader context in which the job is embedded when making decisions. 

• Communication Skills: Demonstrates the ability to express thoughts and ideas clearly and memorably in both written and verbal format; solicits ideas and input from others; listens to diverging opinions; influences others to adopt a course of action. 

Essential Technical Skills:

Required: 

• Educated to Degree level or equivalent. Must be committed to work towards financial services qualifications such as FPC or FCII etc. or equivalent. 
• Strong skills with Microsoft Office