Location
New York, NY | United States
Job description
Requirements
Description and Requirements Role Value Proposition :
MetLife Retirement & Income Solutions (RIS) helps institutional customers create a more secure financial future for themselves and their key stakeholders. To deliver on this challenge, the RIS business has developed and refined a disciplined, long-term approach that leverages a mix of investment opportunities, protection strategies and guaranteed income solutions. The products in our portfolio include annuities, funding agreements, life insurance, and stable value investments, all of which are delivered with excellence through our decades of knowledge and deep understanding of market needs.
As a strategic partner to the RIS business, the RIS Marketing Team is charged with developing and executing value-driven marketing solutions that build awareness of our leadership in the retirement space and drive engagement with Plan Sponsors and Intermediaries to help RIS build remarkable and enduring customer relationships.
The Customer Insights Senior Manager, reporting to the Customer Insights Director, will play a key role in helping the RIS business deliver on its business strategies and goals. This Senior Manager will be responsible for working with key RIS Marketing and business stakeholders to recommend, develop and execute various research that leads to actionable insights relevant to marketing and for growing the RIS business. They will also work with their manager to direct and lead voice-of-customer (VOC) research programs delivering relational NPS, transactional NPS and Customer Satisfaction metrics to the organization. In addition, this individual will work to strengthen our key business relationships and help evolve different learning plans in support of them, including CX/UX and other foundational marketing research programs (i.e., segmentation, journey mapping, value proposition development) to deliver added business value through insights.
Key Responsibilities: - Work with manager to proactively identify and recommend research agenda for partners based on solid understanding of the business goals and current knowledge gaps.
- Work with marketing and other internal partners to identify internal data sources that support the research agenda and development of critical insights.
- Work with manager to design and commission research and insight studies to address knowledge gaps.
- Uses a broad range of research tools, resources & processes to assess and progress business issues.
- Leads the day-to-day research activity (i.e. planning, designing and executing the work).
- Works with manager to develop key actionable insights, implications & recommendations for commissioned research. Leads writing of presentations and reports, in collaboration with manager.
- Voice of Customer tNPS Program Management including building/maintaining key stakeholder relationships with internal clients within marketing, sales, product, and customer service, as well as external partnerships with key external partners (e.g., Medallia), plus:
- Manage all deliverable timelines for each study, including insight development and delivery; Point of contact for all deliverables.
- Proactively identifies process and project management improvements or enhancements to overall Voice of Customer programs.
- Identify and implement experiments to progress different survey methods. Work with key stakeholders to develop key activations and evolve research roadmap.
- Help manage key timelines and deliverables for various business rNPS programs (Structured Settlement Annuities, Specialized Benefit Resources, Stable Value, Pension Risk Transfer); work with manager on key deliverables and action planning development.
- Point of contact and owner for all DIY research and survey needs (platforms include Qualtrics, UserTesting, Medallia, Ascribe, etc.), including internal team surveys to support culture efforts and pulse checks.
- Partner with research suppliers. Develop strategic partnerships to extract more value for MetLife.
Essential Business Experience and Technical Skills: Required:
- Minimum of 7 years of marketing research experience.
- Is an expert in research and questionnaire design and interpretation.
- Experience developing and executing both qualitative and quantitative research to enable business partners to derive insights from internal stakeholders, B2B intermediaries, and end customers.
- Demonstrated ability in problem solving diagnosis (i.e., asking scoping questions to understand what the business partner needs, as opposed to the information they want); active listening to understand the problems from the client's perspective; disagreeing with a business partner when appropriate.
- Proven track record in triangulating disparate data, turning them into insights and business recommendations.
- Demonstrated ability in forming trusted advisor relationships with internal partners or clients, especially in a matrixed organization. Ability to influence stakeholders.
- Strong communication skills - Clear, succinct written and oral communication.
- Strong collaboration and teaming skills.
- Driven to learn, grow and stretch as a member of an evolving Marketing organization.
- Team player with experience interacting with different functional areas and personality styles.
Preferred:
- Bachelor’s degree; advanced degree (MBA or equivalent) highly encouraged.
- Thinks Strategically – Sets direction aligned to the RIS business objectives, applies customer perspective to meet needs.
- Creates Partnerships – Authentically builds trusted relationships and collaborates across diverse and multi-functional teams to successfully drive business objectives.
- Grows Talent – Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.
- Uses Data to Develop Insights - Demonstrated ability to use data systematically to develop relevant insights and influence decision making.
- Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change, and ensuring high standards.
At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.” The wage range for applicants for this position is $103100 to $137400. This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at
[email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
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