MetLife

MetLife Asia Limited

Position Title: Director, Customer Experience Design, Asia

Department / Functional Area: Regional Marketing   

Work Location: KL, Malaysia

Geographical Responsibilities: Across MetLife Asia markets

Role Value Proposition

The Director of Customer Experience Design is instrumental in driving MetLife Asia’s digital experience excellence. This role oversees regional CX Designers to ensure that UX solutions developed by the regional CX Center of Excellence are best-in-class while enhancing efficiency across nine markets.

Key Responsibilities

1)      Standardization

· Responsible for standardization of design assets and their adoption and implementation quality in local markets

· Keep the Regional design assets up to date by reflecting latest global and local requirements, UI/UX trends, and industry standards so that local markets are willing to adopt regional assets without modifications.

· Ensure a high reuse rate of design assets in new implementations.

· Ensure that the regional assets are best-in-class in its usability and design through user testing and various research.

2)      Capability building

· Support local markets for missing design capabilities and ensure local UX solutions meet all aspects of the regional standards.

· Build and grow data and research driven, design capabilities in the region and ensure that we have the right capabilities in place to design the best-in-region CX.

· Guide Regional UX Designers for their capability and career advancements

· Help create local UX capabilities through projects, lectures in regular forums, and hiring support.

3)      Management

· Manage the daily operations of the KL-based CX Designers, including task allocation, quality assurance, and progress tracking, while maintaining high team morale.

· Build and maintain the relationship with Regional IT and ensure the alignments between design and code.

· Continuously optimize the work process with IT and business for better efficiency and quality.

4)      CX Measurements

· Develop and refine CX design measurement frameworks.

· Drive alignment of measurement formulas and target benchmarks across local markets.

· Ensure each market meets agreed CX benchmark scores.

Essential experience, skills and competencies:

Minimum Job Requirements

· Bachelor’s or master’s degree in related fields or equivalent experiences

· Min. 15 years of experiences in UX Design and at least in one more UX specialty, such as UX Research

Knowledge, skills, and experiences

· Experienced in creating end-to-end customer journeys, integrating multiple touchpoints across diverse channels.

· Extensive hands-on background in UI and UX design with strong knowledge of UX disciplines, including research and writing.

· Strategic thinker focused on maximizing ROI for the Regional Office

· Deep understanding of the full lifecycle of digital product development

· Proficient in industry-standard tools and platforms

· Well-versed in current CX trends, methodologies, and technologies including AI

· Strong grasp of market-specific customer preferences across geographies

· Experience in financial services is a plus

Communication Requirements

· Excellent verbal and written communication skills in English

· Clear, persuasive presentation abilities

· Strong negotiation skills to build consensus while upholding CX objectives.

· Regular interaction with Vice President, Customer Experience Design Lead, Asia, regional and local business leads, product owners, business analysts, developers, and UX professionals across markets and vendors

Other aspects

· A self-starter who navigates challenging and ambiguous situations by conducting independent research and engaging with the right stakeholders

· Willing to go the extra mile under pressure to deliver high-quality outcomes

· Persistent and proactive in achieving goals

· Organized yet adaptable, capable of managing multiple tasks across varying levels

· Open to experimenting with new ideas and approaches

· Positive attitude toward challenging situations

· Balanced focus on both detail and strategic vision

· Comfortable operating within a corporate environment

Additional information

Performance measurements

· OKR achievement for the year

· Positive feedback from customers and stakeholders

· CX measurements’ scores

· Other mutually agreed measurements

Supervisory / Managerial Responsibilities

· Supervise 3-4 regional CX Designers

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