MetLife

Senior Customer Propositions Manager, UK & Ireland

Job Location: Hybrid (Dublin / Galway office) 2 days per week  

Role Value Proposition:

This senior role sits within the UK Customer Propositions team supporting the market entry into the Irish Employee benefits market, embedding the MetLife proposition and then more broadly working across the UK Individual Protection and Employee Benefits business lines. This role specialises in being the driving force behind the delivery of the entry into the Ireland market, from ideation through to market delivery.

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 within Ireland and the UK, including distribution, data & AI, marketing, IT & Change and compliance to maximise alignment and ensure successful execution.

Key Responsibilities:  

• Develop and execute the right propositions to support 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.
•           Work closely with Head of Marketing and UK Marketing team on the evolution and requirements for marketing materials. Including draft and review of, but not limited to, policy terms and conditions, policy schedules, policy summaries, and technical guides. Will feed into and approve marketing plans locally. 
•           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.
•           Lead, assist and support management issues relating to sales, operations, complaints, claims, underwriting etc.

Essential Business Experience

Track record in delivery – Demonstrable history in developing and delivering innovative, customer-centric and value-enhancing propositions    in the Irish 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. Committed to work towards financial services qualifications such as FPC or FCII etc. or equivalent 
•        Strong skills with Microsoft Office
•        10 years' relevant experience

Preferred:

•        Chartered Insurance Institute qualification
  
  

MetLife will assist in the funding of Professional Fees for employees where it is relevant and aligned to your position within the organisation. MetLife reserve the right to make a judgement on whether the subscription is relevant or not to your role as well as cease the payment at any time. This type of subscription will not incur “benefit in kind” tax.  

Travel: Minimal to London or Brighton offices on occasion and to visit brokers & key partners locally

Business Category: Product

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.