Job Description:
Role Value Proposition:
The MetLife Marketing organization is evolving to enable our Next Horizon strategy. The organization has outlined a new vision – to be 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.
This newly created role is critical to bringing the marketing vision to life.
MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to individual and institutional customers. We’re united by our purpose to help our customers and each other create a confident future; we’re guided by empathy; and we’re inspired by each other to make a difference in the lives of our coworkers, customers, communities, and the world at large. At MetLife, it’s #AllTogetherPossible. Join us!
The CX Platform Product Manager is responsible for implementing a closed loop feedback program via experience management platforms like Medallia, Medallia DXA, and Opinat to measure the overall client experience and deliver actionable insights. You will help retain the customers we have already created and improve our products and services in a way that attracts new ones across all regions globally with a focus on US. This is an exciting opportunity to design, implement, and execute a program that will help drive change and improve the customers’ experience.
Success in this role requires that you are highly analytical, curious, able to identify and tell a story with data, and a self-starter who is a fast learner. You will be obsessed with creating and delivering projects that truly impact customer loyalty. The CX Platform Product Manager is responsible for bringing the customers’ voice into our organization, and understanding what their experience was like, both in quantitative and qualitative terms. You’ll collaborate closely with the Analytics Team, Channel Team, UX Design Team, and the Technology Team in an environment where every contribution is respected, and every perspective is heard.
Key Responsibilities:
- Develop an intimate understanding of our customers and assist in building customer-centric, value-driven CEX solutions that drive NPS, conversion and retention improvements for all Lines of Business.
- Be the data expert on our CX platforms and proactively identify any trends, abnormalities, etc., regarding results, data intake, program health, etc.
- Identify issues and problems and opportunities and recommend solutions.
- Design and manage cross-channel surveys to help different teams leverage customer insights to positively impact various phases of the customer journey and to support the development of new experiences, better processes, and solutions.
- Continuously monitor and evaluate the effectiveness of the VoC Program.
- Support enablement activities by providing guidance in the following areas: Awareness, Program Design, Engagement, Governance and Knowledge/Training.
- Develop trusted advisor relationship with inner loop champions and key decision makers across the MetLife organization by demonstrating a solid understanding of inner/outer loop framework and processes, and how they translate into customer initiatives.
- Act as a subject matter expert in the development of line Customer Experience projects and consult with business owners on the creation of a seamless customer experience strategy. This includes discovery, planning, observation, analysis, recommendations, presentations, implementation, follow-up, and success measurement.
- Provide data analysis to assist in continuous customer experience improvement initiatives that improve customer experience, measured through NPS, conversion and retention, across the entire journey.
- Set up, manage, optimize and archive programs and projects.
Essential Business Experience and Technical Skills:
Required
- Medallia, Opinat, or equivalent (required)
- Medallia DXA, HotJar, or equivalent
- Minimum 2 years in a Customer Experience and/or commercial or marketing role
- Experience in developing customer experience journey maps and leading journey map workshops helpful.
- Highly motivated, resourceful problem-solver with the ability to collaborate effectively across functions.
- High-energy, focused, and obsessed with customer experience.
- Demonstrated effectiveness in the use of computer tools e.g., PowerPoint, Excel, Word, Access, and other internal databases/systems.
- Experienced (2+ years) with data analytics, organization-spanning implementation and change management preferably in retail, service, financing, or hospitality.
- Serves as an effective support resource to team members in key meetings.
- Write grammatically sound and precise documents and presentations and can craft messages at the right level given the audience seniority/needs.
Preferred
- Bachelor’s Degree Required. Graduate degree preferred.
- Experience with Agile Delivery Methodology is a plus.
- Prior digital marketing experience and front-end Customer Experience are strong pluses as is customer service, training, and marketing expertise.
- Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations.
