City/Cities
Country
Argentina
Working Schedule
Full-Time
Work Arrangement
Hybrid
Travel Required
25%
Relocation Assistance Available
No
Posted Date
19-Dec-2024
Job ID
5833
Description and RequirementsWith more than 150 years of history and a presence in more than 40 countries, MetLife is leading the global transformation of the insurance industry. Bound by purpose and diverse perspectives, we are a collaborative community of more than 40,000 employees around the world, committed to building a more secure future for all of our key audiences-employees, customers, shareholders and the communities we serve. We are seeking a strategic, customer-focused, and highly collaborative professional to join our team as a Customer Experience Manager. In this role, you will design and orchestrate strategies to enhance customer satisfaction, engagement, and value creation across the LATAM region while driving alignment with global marketing priorities.
What you'll do in this role Lead regular, cyclical end-to-end (E2E) customer experience discovery for employer archetypes, identifying opportunities to:Ensure consistency in messaging, tone, and interaction design across digital and non-digital touchpoints.Simplify and optimize the usability of existing touchpoints.Eliminate unnecessary or unhelpful touchpoints.Introduce innovative solutions to meet unmet or underserved needs.Develop and maintain a comprehensive roadmap of E2E journey opportunities aligned with product and marketing strategies, ensuring measurable business outcomes.Collaborate with cross-functional teams to create and orchestrate omnichannel customer experiences, leveraging insights into customer needs, behaviors, and aspirations.Partner with data analysts from Marketing Ops and business units to continuously monitor the health of customer experiences, defining and tracking key CX metrics to assess and improve outcomes.Support agile marketing teams by embedding a customer-centric mindset, helping prioritize initiatives, and aligning solutions with business and customer goals.Define and promote scalable service approaches and best practices, such as onboarding processes, that address the functional, informational, and emotional needs of customers.Work with commercial teams to align external communication strategies to enhance customer journeys and drive engagement.Collaborate with the Global Design System team to foster adoption, ensure quality, and expand capabilities that enhance efficiency.To succeed in this role, you'll need Proven experience in Design Agencies, Management Consulting, or Experience Strategy and Program Management, ideally within a global company.Expertise in human-centered design and the creation of customer journey maps, service blueprints, personas, and prototyping solutions.Fluency in tools such as Adobe Creative Cloud, Sketch, Figma, or similar.Strong strategic thinking, initiative, and the ability to connect and align multiple priorities effectively.Demonstrated success in thriving within a highly matrixed and complex environment.Proficiency in Spanish and English; Portuguese is a strong plus.A Bachelor's Degree in Marketing, Communication, or a related field is required. An MBA is a strong plus.We're looking for someone with these key competencies Strategic vision and creative problem-solving.Excellent communication, storytelling, and facilitation skills to inspire and align teams.A customer-centric mindset focused on driving measurable business outcomes.Strong stakeholder management and the ability to influence across cross-functional teams.A balance of creative and analytical perspectives to design scalable, impactful solutions.At MetLife, we are committed to fostering diversity among employees, through non-discriminatory treatment for reasons of gender, gender expression, sexual orientation, religion, age, nationality, marital status, disability, physical or economic condition, HIV and embarrassment as a requirement for entry, permanence or ascension and there is equal employment opportunities.
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