MetLife

A top candidate from NYC will be hybrid, 3 days a week.  

If located in Bridgewater, will be hybrid 2 days a week in Bridgewater and 1 in NYC. 

The Team You Will Join 

This role joins the Customer Insights & Analytics team which is part of the Global Marketing and Communications organization at MetLife. This role will lead the Customer Commitment Program through successful execution and optimization, partnering with local market stakeholders to drive action from insights into our customers (End Users, Employees, Employers, Brokers, and Agents). The Customer Commitment Program is a key program for the enterprise and for marketing, with Executive and Board level visibility.

The Opportunity 

The Global Customer Commitment Program is a key enabler of our New Frontier strategy. The program utilizes customer research to understand how we can Attract, Retain, and Deepen customer relationships in our key global markets by focusing on driving two key outcome metrics: rNPS and Purchase Consideration. rNPS supports our New Frontier strategy by enabling insights, actionability, and management action. This role requires a candidate who can drive strategic action from data-led insights, outstanding stakeholder management and engagement across our global markets and up through our executive teams. The opportunity offers a pathway to gain critical experience in directly influencing strategy in key markets, engaging senior leaders, developing a strong but growing insights team and rapidly taking on new challenges and opportunities.

 The candidate will be responsible for supporting business decisions and actions around MetLife’s customer commitment, to grow meaningful and valuable customer relationships. Specifically, the role will lead the Global Customer Commitment program and works closely with regional and local stakeholders including customer councils to drive insights to action, leveraging the available data. The successful candidate will also be responsible for testing new capabilities to define the future of the global program (e.g., brand equity, competitor strategic understanding, customer database analytics, broadening program coverage and consistent approach).

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

• Leadership and ownership of the Customer Commitment program
• Evolve the program to expand the depth and breadth of the analysis and insights 
• Hands-on management and production of insights providing expertise on research design, execution, and analysis
• Ensure timelines, dependencies, and deliverables across the program are managed properly to eliminate risk
• Develop action plans with local market partners to bring insights to life
• Synthesis of strategic and business perspectives to develop compelling stories
• Advancement of approaches (metrics, analytics) to drive MetLife’s customer commitment delivery
• Oversight of customer data collection, data management and support to data quality and data governance activities
• Development of analysis including preparation of reports and materials to be used in presentations and meetings with stakeholders
• Ownership and facilitation of the building of opportunity areas with local champions and actively participates in ideation workshops to refine action plans.
• Relationship management with external research partners
• Proactively building relationships with critical senior stakeholders (CMOs, regional CMOs, business general managers)
• Help connect other customer equity metrics and insights enabling better prediction of business growth (i.e., Brand insights, CLTV)
• Advance new capabilities to augment insights and improve action planning
• Synthesis and delivery of strategic assessments and recommendations on customer loyalty and advocacy
• Deepening competitive understanding to infer competitor’s strategies 
• Support the optimization of the rNPS simulator to incorporate competitive intelligence and continuously improve estimates using historical data
• Progress the use of new approaches and advanced analytics (e.g., Text Analytics, AI, synthetic data etc.)
• Continue to advance the culture of insightfulness and leverage of customer insights to influence strategies and tactics to drive business growth.
•  Identify and partner with the most qualified global research, consulting & analytical partners. 
• Manage and coach a high-performance team of customer researchers
• Develop and retain talent and contribute to the overall team culture of diversity and inclusivity, and MyVoice activation

What You Need to Succeed (Required Qualifications)

·         Bachelor’s or MBA degree in the field of business administration, marketing, or similar

·         12+ years’ hands on experience in insights, research, and customer-centric design

·         Strong experience working with research agencies

·         Demonstrable hands-on experience in identifying business opportunities and leveraging data to develop insights and drive value through powerful storytelling

·         Proficiency in advanced Excel, PowerPoint, SPSS, R, or other statistical tool

·         Ability to communicate complex issues to a wide array of stakeholders

·         Ability to manage end to end complex multi-market projects from strategic alignment and design to delivery / insights activation

·         Experience designing, executing, and analyzing Net Promoter Score surveys 

 What Can Give You an Edge (Additional Skills)

·         Familiarity with brand tracking studies and measurement frameworks

·         Experience in financial services and on the research agency side a huge plus

·         Experience working with descriptive, predictive, and prescriptive analytics and next generation of AI in marketing/research

·         Proven experience in the application of analytics to solve specific business challenges

·         Practical familiarity with business intelligence tools (e.g., Power BI, Tableau), web, digital/ social listening and CRM analytics