MetLife

Job Title: Director, Customer Insights, Retirement and Income Solutions

Job Location: NY, 200 Park Avenue

Alternate Job Location: Bridgewater, NJ

Hybrid - 3 days in office (Monday - Wednesday)

The Team You Will Join

The MetLife Marketing organization is evolving as part of our New Frontier strategy.  The organization is evolving its strategy and critical to this evolution is the goal of increasingly becoming a customer-centric and data driven growth engine that takes accountability for contributing meaningful enterprise value and building customer equity. 

The organization is on a journey to create a high performing team enabled by a set of modern capabilities. This will require us to change the organization’s expectation of marketing as well as shift the Marketing focus areas. The expected outcomes of this evolution are 1) growth – marketing as an investment with predictable contribution to enterprise value, 2) efficiency/effectiveness through a data driven DNA, 3) capability maturity leading to sophisticated technical and strategic capabilities and 4) talent alignment to enable a modern, agile marketing organization that nurtures, develops, and attracts top talent.

The Opportunity 

The Director, Customer Insights, Retirement and Income Solutions plays a critical role in helping the RIS business drive growth and differentiation based on a comprehensive understanding of customer, intermediary and marketplace dynamics. The Director, Customer Insights, is responsible for strategy and implementation of learning plans to inform new market expansion, new product development and user testing, refine go-to-market strategy development, product concept testing, influence customer strategy, voice-of-customer program measurement and monitoring, and market analysis.

The Director, will ensure a business value lens is applied to all insight, intelligence and market research efforts, driving the organization to focus on understanding customer needs, partnering with the CX team to support the development of up-to-date customer journeys, understanding competitive and market dynamics and maintaining insights as a competitive advantage for the Retirement and Income Solutions business.  The Director will collaborate with business partners, technology, operations and cross functional teams in marketing. The role will also enable go-to market agile pods, sales & product owners to drive business value and ensure the team is clearly aligned to business OKR’s.

How You’ll Help Us Build a Confident Future

• Continue to build a strong strategic insights and intelligence capability and skillset as defined by: 
  • Ensure Insights team is aligned to business OKR’s to clearly drive commercial value 
  • Market Research: Deep & Broad Expertise in Research Methods & Analytic Tools & their business application 
  • Voice of the Customer: Development, implementation & actionability of VOC programs including ongoing reporting that supports and guides critical business decisions and areas of business investment.
  • Competitive & market intelligence: Tracking market & overall competitive trends and providing strategic perspective to guide market action 
  • Partner across organization on approach and metrics for measuring, assessing, and determining business performance, customer performance, competitive opportunities, program performance and customer experience
  • Design and commission key research and insight studies across the value chain.  Develop innovative methods to extract actionable insight that drives competitive advantage
  • Marketing Excellence: Ability to develop strategies, marketing plans & touch points that drive long-term growth 
  • Identify and determine the most qualified research suppliers.  Develop strategic partnerships to extract more value for MetLife

What You Need to Succeed (Required Qualifications) 

• Minimum of 10 years in financial services (Institutional Retirement) with customer insights, market research experience, customer lifecycle modeling
• Deep experience in developing value proposition, customer strategy, applying data and analytics into go-to-market differentiation
• Strong relationship management and adaptive change management mindset
• Track record of standing up new capabilities and developing MVPs, aligning key stakeholders to progress to scale 
• Demonstrated ability in forming trusted advisor relationships with internal partners or clients, especially in a matrixed organization
• People management experience, including experience building teams across the matrix organization and driving influence across stakeholders 
• Experience coaching team members in capability expansion and customer focus
• BS or BA degree (Business, Marketing, Statistics, Research, Psychology). MBA is a plus. 

What Will Give You an Edge (Additional Skills)

• Experience with B2B, B2B2C, and B2C
• Experience with RNPS
• Part of a team that leveraged automation or generative AI for content production & personalization at scale
• Experience in Agile ways of working across the Enterprise