Customer Experience and Design Manager

The Customer Experience (CX) Manager at MetLife will play a pivotal role in ensuring that a customer-centric view is integrated across all stages, channels, and touchpoints of the customer journey. This position is designed to engage and deliver high value for customers in alignment with marketing priorities and the overall vision of the organization. The CX Manager will be responsible for strategizing, creating, and orchestrating customer experiences that are informed by a deep understanding of customer needs, aspirations, and behaviors. This role requires a focus on value creation within agile marketing teams, managing, planning, and implementing the delivery of industry-leading customer experiences across various channels. In this newly created role, the CX Manager will oversee the implementation of a comprehensive 360-degree view of customer experience opportunities and capabilities. This includes managing digital, physical, and human touchpoints such as MetLife.com, campaign landing pages, emails, and customer service interactions. The CX Manager will also contribute to customer acquisition and engagement strategies, focusing on growth, retention, journey mapping, customer feedback, and continuous improvement. By connecting cross-functional silos, the CX Manager will optimize individual customer experience processes across channels and touchpoints, ensuring a seamless and effective customer journey. The ideal candidate will be a systems thinker with strong stakeholder management skills, capable of rallying partners around innovative approaches to meet both customer and business objectives. Familiarity with various research, analysis, and synthesis methods is essential for understanding customer insights and guiding solution development. This role is critical to bringing MetLife's marketing vision to life, requiring an entrepreneurial mindset and the ability to build relationships and drive consensus among diverse teams.