Director Global Customer Commitment

A top candidate from NYC will be hybrid, 3 days a week.

If located in Bridgewater, will be hybrid 2 days a week in Bridgewater and 1 in NYC.

The Team You Will Join

This role joins the Customer Insights & Analytics team which is part of the Global Marketing and Communications organization s role will lead the Customer Commitment Program through successful execution and optimization, partnering with local market stakeholders to drive action from insights into our customers (End Users, Employees, Employers, Brokers, and Agents). The Customer Commitment Program is a key program for the enterprise and for marketing, with Executive and Board level visibility.

The Opportunity

The Global Customer Commitment Program is a key enabler of our New Frontier strategy. The program utilizes customer research to understand how we can Attract, Retain, and Deepen customer relationships in our key global markets by focusing on driving two key outcome metrics: rNPS and Purchase Consideration. rNPS supports our New Frontier strategy by enabling insights, actionability, and management action. This role requires a candidate who can drive strategic action from data-led insights, outstanding stakeholder management and engagement across our global markets and up through our executive teams.

The opportunity offers a pathway to gain critical experience in directly influencing strategy in key markets, engaging senior leaders, developing a strong but growing insights team and rapidly taking on new challenges and opportunities.

The candidate will be responsible for supporting business decisions and actions around Met Life's customer commitment, to grow meaningful and valuable customer relationships. Specifically, the role will lead the Global Customer Commitment program and works closely with regional and local stakeholders including customer councils to drive insights to action, leveraging the available data. The successful candidate will also be responsible for testing new capabilities to define the future of the global program (e.g., brand equity, competitor strategic understanding, customer database analytics, broadening program coverage and consistent approach).

How You'll Help Us Build a Confident Future (Key Responsibilities)

* Leadership and ownership of the Customer Commitment program

* Evolve the program to expand the depth and breadth of the analysis and insights

* Hands-on management and production of insights providing expertise on research design, execution, and analysis

* Ensure timelines, dependencies, and deliverables across the program are managed properly to eliminate risk

* Develop action plans with local market partners to bring insights to life

* Synthesis of strategic and business perspectives to develop compelling stories

* Advancement of approaches (metrics, analytics) to drive Met Life's customer commitment delivery

* Oversight of customer data collection, data management and support to data quality and data governance activities

* Development of analysis including preparation of reports and materials to be used in presentations and meetings with stakeholders

* Ownership and facilitation of the building of opportunity areas with local champions and actively participates in ideation workshops to refine action plans.

* Relationship management with external research partners

* Proactively building relationships with critical senior stakeholders (CMOs, regional CMOs, business general managers)

* Help connect other customer equity metrics and insights enabling better prediction of business growth (i.e., Brand insights, CLTV)

* Advance new capabilities to augment insights and improve action planning

* Synthesis and delivery of strategic assessments and recommendations on customer loyalty and advocacy

* Deepening competitive understanding to infer competitor's strategies

* Support the optimization of the rNPS simulator to incorporate competitive intelligence and continuously improve estimates using historical data

* Progress the use of new approaches and advanced analytics (e.g., Text Analytics, AI, synthetic data etc.)

* Continue to advance the culture of insightfulness and leverage of customer insights to influence strategies…