Manager, Global Customer Commitment

Description and Requirements
The Team You Will Join
This role joins the Customer Insights & Analytics team which is part of the Global Marketing and Communications (GMC) organization at MetLife. The Customer Commitment Program is a marquee program for GMC that combines Relationship Net Promoter Score (rNPS) and brand research to inform strategic action planning across our key markets. This role will support the 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 MetLife's 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, accountability, and management action. Candidates should bring deep expertise in designing, executing, and analyzing customer research to craft actionable and impactful insights. Managing a complex research program from end to end, including building vendor and business relationships, is essential. Responsibilities include deriving strategic actions from data-led insights, outstanding stakeholder management, and engagement across our global markets.
This opportunity offers a pathway to gain critical experience in directly influencing strategy in key markets, engaging local market champions, influencing a strong but growing insights team and rapidly taking on new challenges and opportunities.
The successful candidate will also be responsible for building strong local market stakeholder and vendor relationships in support of the program, testing new capabilities to define the future of the program (e.g., brand equity, strategic competitor understanding, Key Driver Analysis, and broadening program coverage with a consistent approach).
How You'll Help Us Build a Confident Future (Key Responsibilities)

• Manage local market relationships to ensure their voice is always part of the global program and ensure action plans drive improved customer experience
• Manage customer data collection, data management, and support data quality and data governance activities.
• Build Customer Commitment analyses including preparation of reports and presentation materials with stakeholders
• Developing clear, business-friendly storytelling from insights in partnership with local champions.
• Manage & grow the relationships with our external research & analytics partners
• Work collaboratively with the internal data analytics team to add value to the insights through a basic understanding of KDAs and key statistical techniques at deriving insights
• Support the advancement of loyalty and brand metrics to measure MetLife's customer commitment delivery
• Hands-on management and production of insights providing expertise on research design, execution, and analysis
• Innovate on analyses to solve specific business questions
• Ensure timelines, dependencies, and deliverables across the program are delivered on time
• Deepening competitive understanding to infer competitor's strategies
• Progress the use of new approaches and advanced analytics (e.g., Text Analytics, AI, synthetic data etc.)

What You Need to Succeed (Required Qualifications)

• Bachelor's degree in the field of business administration and marketing, with statistical / mathematical knowledge.
• 8+ years' hands on experience in marketing research methodologies; needs to be an expert in the field and bring marketing science discipline to full spectrum of primary marketing research as well as able to provide strong linkage to secondary research and performance analytics.
• Familiarity with brand tracking & VOC studies and measurement frameworks
• Proficiency in advanced Excel and PowerPoint
• Strong experience across descriptive, predictive, and prescriptive analytics
• Proven experience in relevant statistical techniques to solve specific business challenges, including basic descriptive statistics, correlations, regression analysis, decision trees, cluster analysis, etc.
• Strong organizational skills with an ability to effectively manage competing priorities
• Ability to communicate complex issues to a wide array of stakeholders
• Ability to manage end to end complex multi-market projects from strategic alignment and design to delivery / insights activation

What Can Give You an Edge (Additional Skills)

• Global experience is a plus
• Experience in financial services a plus
• Familiarity with statistical tools like Python and SPSS

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.
The expected salary range for this position is $107,300 - $160,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
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.
$107,300 - $160,000
#BI-Hybrid