Job Location: Hybrid out of the NYC or Bridgewater, NJ MetLife office.
Global Brand and Marketing at MetLife:
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.
Within GBM, the Customer Experience Design (CXD) team is the Experience Design Center of Excellence and Execution for the MetLife enterprise. The team is responsible for defining principles, standards and assets for digital experiences at MetLife. Its team members are embedded into agile teams established around products or customer journey-based value pools, where they collaborate with cross-functional partners to efficiently deliver customer-centric experiences focused on delivery of customer and business value.
The Senior Experience Strategist sits within CXD. They will be responsible for guiding multi-functional teams through discovery and vision setting at the journey, solution, and feature levels. They will primarily support our Retirement Income Solutions business and may also support our US Group Benefits, MetLife Investment Management, and MetLife Holdings lines of business.
MetLife is adopting a customer-centric mindset at all levels of the organization as part of its corporate strategy. This role willuse experience strategy practices to translate that mindset into tangible outputs. The Senior Experience Strategist will leverage user research and design strategy methods to align teams on the right problems to solve. They will participate in shaping tangible visions and experience principles to align teams on what good looks like to our customers. That alignment is critical to ensuring the consistent delivery of quality experiences and ultimately delivering on our business objectives.
The role combines a business focus with creative insight and provides the opportunity to apply experience strategy to key business challenges. The Senior Experience Strategist will approach these challenges with an outcomes- and journey-centric lens. Their work will take shape in two ways:
- Supporting time-bound work to generate foundational strategic insights around user experience and a future state experience vision. This work sits at the journey level and is oriented around specific business outcomes.
- Embedding in an agile product team to support concept design and research on an ongoing basis. This work would entail supporting Product Managers and Product Owners in defining and tracking key CX metrics to evaluate the quality of our experiences.
The ideal candidate will be highly skilled in human-centered strategy, design and stakeholder management. As a champion of the customer, they will have curiosity for customer motivations and needs and be fluent in the end-to-end customer journey. They will rally partners around new ways of working and approaching their own business objectives. The person will have experience in a variety of research, analysis and synthesis methods to understand the customer, develop insights that guide solution development, and envision compelling experiences. They should have an entrepreneurial mindset and must be great at building relationships and driving consensus.
As an expert practitioner, embed with cross-functional teams to define the right opportunities and solutions to improve their customer experiences and execute against their strategic priorities.
- Lead discovery: analyze customer research, competitor data, industry and digital trends and business input to uncover insights and identify opportunities for omni-channel experiences
- Recommend leading behavioral metrics to track the impact of experience work on business outcomes
- Build customer behavioral personas and map end-to-end customer journey, supporting processes, workflows, etc.
- Bring insights, opportunities and concepts to life through diagrams, sketches and other visualizations
- Source user research opportunities to validate focus areas and early solution direction
- Collaborate with business and technology to drive work prioritization, roadmap development and requirements definition
- Challenge traditional business and technology ways of working and organizing information
Essential Business Experience and Technical Skills:
- Deep expertise in human-centered design
- Proven ability to create traditional experience strategy artifacts: service blueprints, journey maps, ecosystem maps, personas, concept illustrations
- Fluency in a variety of methods for design research and insights development
- Broad understanding of digital marketing ecosystem with solid grasp of how experience translates, changes, and connects across platforms, channels and touchpoints
- 4+ years of professional experience in Design Agencies, Consulting or Experience Strategy and Program Management
- Excellent communication, presentation and facilitation skills
- Proven ability to take initiative, think strategically, to build consensus and work effectively within multi-functional teams
- Strong record of success in working on complex, multi-dimensional programs
- Proficiency in design and collaboration tools such as Adobe Creative Cloud, Sketch, Figma, Miro, etc.
- Experience working in an agile environment
- High school diploma or equivalent required, Bachelors preferred.
