At MetLife, we’re a purpose-driven company that helps our customers build a more confident future.

Senior Design Strategist

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Description and Requirements
The Company
MetLife (NYSE: MET), through its subsidiaries and affiliates, is one of the world's leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife serves approximately 100 million customers, has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe, and the Middle East. MetLife has an employee population of approximately 43,000 and is ranked #50 on the Fortune 500 list for 2022 . MetLife is intentionally cultivating a purpose-driven and inclusive culture that values and builds a diversity of talent to innovate for today, tomorrow and the future so that the company can continue to fulfill its promise to its customers in the communities it serves around the world.
Global Brand and Marketing at MetLife
The MetLife Marketing organization is evolving to enable our Next Horizon strategy . The organization has outlined a new vision - to be a customer-centric and data driven growth engine that takes accountability for contributing meaningful enterprise value and building customer equity.
The organization is on a journey to create a high performing team enabled by a set of modern capabilities. This will require us to change the organization's expectation of marketing as well as shift the Marketing focus areas. The expected outcomes of this evolution are 1) growth - marketing as an investment with predictable contribution to enterprise value, 2) efficiency/effectiveness through a data driven DNA, 3) capability maturity leading to sophisticated technical and strategic capabilities and 4) talent alignment to enable a modern, agile marketing organization that nurtures, develops, and attracts top talent.
Within GBM, the Customer Experience Design ( C XD) team is the XD Center of Excellence and Execution for the MetLife enterprise. The team is responsible for defining princip le s, standards and assets for digital experiences at MetLife. Its team members are embedded into agile teams established around products or customer journey-based value pools, where they collaborate with cross-functional partners to efficiently deliver customer-centric experiences focused on delivery of customer and business value.
The Role
The Senior Design Strategist sits within the Customer Experience Design (CXD) team withing Global Brand and Marketing. They will be responsible for guiding multi -functional teams through d iscovery and vision setting at the journey, solution, and feature levels . They will primarily support our US Group Benefits line of busines s , and may also support our Retirement Income Solutions , MetLife Investment Management , and MetLife Holdings lines of business .
MetLife is adopting a customer-centric mindset at all levels of the organization as part of its corporate strategy . This role will translate that mindset into tangible outputs . They will leverage user research and design strategy methods to align teams on the right problems to solve . They will participate in shaping tangible visions and experience principles to align teams on what good looks like to our customers . That alignment is critical to ensuring the consistent delivery of quality experiences and ultimately delivering on our business objectives .
The role combines a business focus with creative insight and provides the opportunity to apply experience strategy to key business challenges. The Senior Design Strategist will approach these challenges with a n outcomes- and journey-centric lens. Their work will take shape in two ways:

  • Supporting time-bound work to generate foundational strategic insights around user experience and a future state experience vision . This work sits at the journey level and is oriented around specific business outcomes.
  • Embedding in an agile product team to support concept design and research on an ongoing basis. This work would also entail supporting Product Managers and Product Owners in defining and tracking key CX metrics to evaluate the quality of our experiences.

  • The ideal candidate will be highly skilled in human-centered strategy , design and stakeholder management . As a champion of the customer, they will have curiosity for customer motivations and needs and be fluent in the end-to-end customer journey . They will rally partners around new ways of working and approaching their own business objectives . The person will have experience in a variety of research, analysis and synthesis methods to understand the customer, develop insights that guide solution development, and envision compelling experiences. T hey should have an entrepreneurial mindset and must be great at building relationships and driving consensus.
    Key Responsibilities
    As an expert practitioner, embed with cross-functional teams to define the right opportunities and solutions to improve their customer experiences and execute against their strategic priorities.

    • Lead discovery : analy ze customer research, competitor data, industry and digital trends and business input to uncover insights and identify opportunities for omni-channel experiences
    • Recommend leading behavioral metrics to track the impact of experience work on business outcomes
    • Build customer personas and map end-to-end customer journey, supporting processes, workflows, etc.
    • Bring insights , opportunities and concepts to life through diagrams, sketches and other visualizations
    • Source user testing opportunities to validate focus areas and early solution direction
    • Collaborate with business and technology to drive work prioritization , roadmap development and requirements definition
    • Challenge traditional business and technology ways of working and organizing information

    Essential Business Experience and Technical Skills

    • Deep expertise in human-centered design
    • Ability to create traditional experience strategy artifacts: service blueprints, journey maps, ecosystem maps, personas , concept illustrations
    • Fluency in a variety of methods for design research and insights development
    • Broad understanding of digital marketing ecosystem with solid grasp of how experience translates, changes, and connects across platforms, channels and touchpoints
    • 4 + years of professional experience in Design Agencies, Consulting or Experience Strategy and Program Management
    • Ability to quickly learn and demonstrate understanding of businesses where you are embedded
    • Excellent communication, presentation and facilitation skills
    • Proven ability to build consensus and work effectively within multi-functional teams
    • Strong record of success in working on complex, multi-dimensional programs
    • Ability to take initiative, think strategically, connect dots across multiple threads and drive results
    • Proficiency in design and collaboration tools such as Adobe Creative Cloud, Sketch, Figma, Miro, etc.
    • Experience working in an agile environment
    • HS Diploma or equivalent - required

    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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    What are MetLife Perks + Benefits

    Volunteer in local community
    Partners with nonprofits
    Open door policy
    OKR operational model
    Team based strategic planning
    Pair programming
    Open office floor plan
    Flexible work schedule
    Remote work program
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability insurance
    Dental insurance
    Vision insurance
    Health insurance
    Life insurance
    Pet insurance
    Wellness programs
    Mental health benefits
    Financial & Retirement
    401(K) matching
    Company equity
    Performance bonus
    Charitable contribution matching
    Child Care & Parental Leave Benefits
    Childcare benefits
    Generous parental leave
    Family medical leave
    Adoption Assistance
    Vacation & Time Off Benefits
    Generous PTO
    Paid volunteer time
    Paid holidays
    Paid sick days
    Office Perks
    Commuter benefits
    Company-sponsored happy hours
    Onsite office parking
    Recreational clubs
    Home-office stipend for remote employees
    Onsite gym
    Professional Development Benefits
    Tuition reimbursement
    Lunch and learns
    Promote from within
    Continuing education stipend
    Continuing education available during work hours

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