MetLife

Job Location: 200 Park Ave, NYC or Bridgewater, NJ for hybrid work (3 days in the office)
 

The Role:

The Senior CX Strategist sits within CX team. This person will be responsible for guiding cross-functional teams through discovery and vision setting at the journey, opportunity and execution alignment levels. They will primarily support our Retirement Income Solutions (RIS) within US Business across core products and segments, driving both current and future states across physical and digital experiences.

MetLife is adopting a customer-centric mindset at all levels of the organization as part of its corporate strategy. This role will use experience strategy practices to translate that mindset into tangible outputs and outcomes. The Senior CX Strategist will leverage user research and design strategy methods to align teams on the right problems to solve and solve them in the right ways with and alongside customers, end-users and key partners. They will shape tangible visions and experience principles to align teams on what good looks like to our customers, bridging experience gaps and opportunities. That alignment is critical to ensuring consistency in the design and delivery of quality experiences that ultimately deliver on our business objectives.

The role combines a business focus with design strategy rigor, insights and application of experience principles to key business challenges, opportunity and solution areas that drive and enable journey management for product/segment experiences. The Senior CX Strategist will approach these challenges with an outcomes-focused and journey-centric lens. Their work will take shape in three ways:

1. Supporting time-bound work to generate foundational strategic insights around customer experiences in current state and a future state experience vision around product/segment strategy. This work sits at the journey level and is oriented around specific business outcomes.
2. Defining product/segment strategies that align cross-functional teams for impact through roadmaps, opportunity prioritization, continuous discovery and validation of key insights.
3. Embedding CX best practices that align cross-functional teams to support research, concepting, and CX strategy implementation on an ongoing basis in partnership with marketing, business, product and technology stakeholders, defining and tracking key CX metrics to inform and evaluate the efficacy and quality of our experiences.

The ideal candidate will be highly skilled in human-centered design, design strategy, service design and stakeholder management. As a champion of the customer, they will have curiosity for customer motivations and needs and be fluent in the building and application of end-to-end customer journeys. They will rally partners around new ways of working and approaching their own business objectives. The person will have experience in a variety of research, analysis and synthesis methods to understand the customer, develop insights that guide solution development, create concepts and envision compelling experiences. They should have an entrepreneurial mindset and must be great at building relationships and driving consensus.

Key Responsibilities:

As an expert practitioner, the Senior CX Strategist will perform and partner closely with cross-functional teams to define the right opportunities and solutions that execute against strategic priorities, improve customer experiences and enable business outcomes. They will have the following core responsibilities.

• Leads discovery: analyze customer research, competitor data, industry and digital trends and business input to uncover insights and identify opportunities for omni-channel experiences.
• Bridges journey vision, insights, audience needs, channel and messaging preferences to deliver timely, relevant information than enables and executes on well-informed decisions.
• Builds behavioral personas and maps end-to-end customer journey, supporting processes, workflows, etc. influencing experience execution across key channels and touchpoints.
• Brings insights, opportunities and concepts to life through diagrams, sketches and other visualizations that illustrate strategy maps and vision at any fidelity.
• Drives journey initiatives including but not limited to planning, visioning, ideation, and insights management in line with design strategy, research and service design methodologies.
• Collaborates with marketing, product and technology to drive work prioritization, roadmap development and executional alignment for business outcomes across multiple teams.
• Provides leading behavioral metrics to track the impact of experience work on business outcomes, translating data into insights across sales, education, digital adoption and engagement journeys.
• Sources user testing opportunities to validate focus areas and early solution direction.
• Provides strong experience strategy documentation that supports discovery, testing, validation, and go to market efforts in line with key trends, best practices, and emerging technologies.
• Leads and supports strategy team rituals and workshops, as a key contributor and team player.

Experience and Skills:

Required:

• Portfolio required with design/experience strategy or service design project examples
• Deep expertise in human-centered design strategy and innovation with fluency in mixed methods
• 6+ years of working experience with creating traditional experience strategy artifacts with insights development, journey maps, service blueprints, personas, concepts, ecosystem maps, prototypes and data literacy for CX metrics
• 5+ years of work experience in Design Agencies, Consulting or Experience Strategy functions
• 5+ years of work experience in large, matrixed organizations with deep knowledge of cross-functional stakeholder management with proven ability to build consensus and work effectively
• 4+ years of experience applying design and systems thinking to shape and solve for end-to-end journeys
• 4+ years of experience in successfully leading, influencing, and building relationships to arrive at shaping solutions, in an agile environment together with product, technology and design teams
• Bachelor's required.

Preferred:

• Ability to solve, simplify and make sense of digital marketing and product ecosystem with an understanding of how experience translates and impacts platforms, channels and touchpoints
• Proficiency in design and collaboration tools such as Adobe Creative Suite, Figma, Miro, etc.