Customer Experience Manager

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:
  • 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 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.

Beneficios que Ofrecemos
Nuestros beneficios están diseñados para cuidar su bienestar holístico con programas para la salud física y mental, el bienestar financiero y el apoyo para las familias. Ofrecemos seguro de gastos médicos mayores, seguro de vida en combinación con un paquete de compensación competitivo junto con bonificaciones por rendimiento, fondo de ahorro y plan de pensiones. También ofrecemos permisos parentales y de adopción ampliados, así como beneficios adicionales como tiempo libre de voluntariado, días libres por su cumpleaños y el Día del Patrimonio Cultural, eventos culturales y deportivos, ¡y mucho más!
Acerca de MetLife
Reconocida en la lista de la revista Fortune de las "Empresas más admiradas del mundo" de 2024 y en la lista de los 25 mejores lugares para™ trabajar en el mundo de Fortune para 2024, MetLife, a través de sus subsidiarias y afiliadas, es una de las principales empresas de servicios financieros del mundo; proporcionando seguros, anualidades, beneficios para empleados y gestión de activos a clientes individuales e institucionales.
Nuestro propósito es simple: ayudar a nuestros colegas, clientes, comunidades y al mundo en general a crear un futuro más seguro. Unidos por un propósito y guiados por la empatía, nos inspiramos para transformar el próximo siglo en los servicios financieros. En MetLife, es #AllTogetherPossible ¡Únete a nosotros!
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.
#BI-Hybrid