MetLife

This role joins the Customer Insights & Analytics team which is part of the Global Marketing and Communications (GMC) organization at MetLife. The Customer Commitment Program is a marquee program for GMC that combines Relationship Net Promoter Score (rNPS) and brand research to inform strategic action planning across our key markets. This role will support the 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 Global Customer Commitment Program is a key enabler of MetLife’s 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, accountability, and management action. Candidates should bring deep expertise in designing, executing, and analyzing customer research to craft actionable and impactful insights. Managing a complex research program from end to end, including building vendor and business relationships, is essential. Responsibilities include deriving strategic actions from data-led insights, outstanding stakeholder management, and engagement across our global markets. 

This opportunity offers a pathway to gain critical experience in directly influencing strategy in key markets, engaging local market champions, influencing a strong but growing insights team and rapidly taking on new challenges and opportunities.

The successful candidate will also be responsible for building strong local market stakeholder and vendor relationships in support of the program, testing new capabilities to define the future of the program (e.g., brand equity, strategic competitor understanding, Key Driver Analysis, and broadening program coverage with a consistent approach).

• Manage local market relationships to ensure their voice is always part of the global program and ensure action plans drive improved customer experience
• Manage customer data collection, data management, and support data quality and data governance activities.
• Build Customer Commitment analyses including preparation of reports and presentation materials with stakeholders
• Developing clear, business-friendly storytelling from insights in partnership with local champions. 
• Manage & grow the relationships with our external research & analytics partners
• Work collaboratively with the internal data analytics team to add value to the insights through a basic understanding of KDAs and key statistical techniques at deriving insights 
• Support the advancement of loyalty and brand metrics to measure MetLife’s customer commitment delivery 
• Hands-on management and production of insights providing expertise on research design, execution, and analysis
• Innovate on analyses to solve specific business questions
• Ensure timelines, dependencies, and deliverables across the program are delivered on time
• Deepening competitive understanding to infer competitor’s strategies
• Progress the use of new approaches and advanced analytics (e.g., Text Analytics, AI, synthetic data etc.)

•          Global experience is a plus
•          Experience in financial services a plus
• Familiarity with statistical tools like Python and SPSS