City/cities
country
mexico
working schedule
full-time
work arrangement
hybrid
travel required
25%
relocation assistance available
no
posted date
19-dec-2024
job id
5847
description and requirements
with 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 and customer-focused professional to join our team as a customer experience manager. in this role, you will design and implement strategies to enhance customer satisfaction and engagement across the latam region.
what you’ll do in this role
* lead regular, cyclical end-to-end (e2e) customer experience discovery for employer archetypes, identifying opportunities to:
o ensure consistency in messaging, tone, and interaction design across digital and non-digital touchpoints.
o simplify and optimize the usability of existing touchpoints.
o eliminate unnecessary or unhelpful touchpoints.
o introduce innovative solutions to meet unmet or underserved needs.
* develop and maintain a comprehensive roadmap of e2e journey opportunities aligned with product and marketing roadmaps.
* collaborate with data analysts from marketing ops and business units to continuously monitor the health of customer experiences across our e2e journeys.
* identify new opportunities to drive business value through enhanced experiences.
* work with commercial teams to align external communication strategies related to these roadmaps.
* promote scalable service approaches across distributed teams, utilizing storytelling and interactive experiences to advocate best practices.
* define best practices and scalable service patterns, such as effective onboarding processes, to address the functional, informational, and emotional needs of customers.
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.
* bachelor's degree in marketing, communication, or a related field. Mba is a strong plus.
* strong strategic thinking, initiative, and ability to connect and align multiple priorities.
* demonstrated ability to thrive in a highly matrixed and complex environment.
* excellent relationship-building and stakeholder management skills across all levels.
* familiarity with industry best practices and ability to share and apply them broadly within the organization.
* proficiency in both spanish and english; portuguese is a plus.
we’re looking for someone with these key competencies
* strategic vision and creative problem-solving.
* strong communication and storytelling skills to inspire and align teams.
* customer-centric mindset with a focus on driving measurable business outcomes.
* ability to balance creative and business perspectives effectively.
at metlife, we are committed to fostering diversity among employees, ensuring non-discriminatory treatment for reasons of gender, gender expression, sexual orientation, religion, age, nationality, marital status, disability, physical or economic condition, hiv status, and embarrassment as a requirement for entry, permanence, or ascension. We provide equal employment opportunities.
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