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

UX Lead, Servicing

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Employer Provided Salary: $123,800-$135,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

Description and Requirements
UX Lead, Servicing (Employer)
Job Location: Virtual but commutable to MetLife's 200 Park Ave, NYC, Bridgewater, NJ or Cary, NC office.
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 (CXD) team is the XD center of excellence and execution for the MetLife enterprise. The team is responsible for defining principles, 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 UX Lead, Servicing will directly contribute and inspire great design as part of a cross-functional product leadership team committed to improving customer and business outcomes. This leader will help define the vision for the digital servicing experience; lead a design team to deliver on that vision from research and strategy through execution; and will partner with other Global UX Leads to bring excellence in user experience design. S/he will be a critical change agent and advocate for human-center design at MetLife.
Examples of digital experiences that this person will be accountable for include MyBenefits, MetLife US's main digital servicing platform for employee benefit business's end-customers (employees) with approximately 5M logins annually, and MetLink, digital servicing platform for employee benefit customers (employers) and distribution partners with 215K+ users. Effective, intuitive and differentiated digital servicing experiences are one of the key objectives of the US Group business to enable strengthening of MetLife's leadership in the employee benefits space. This leader will collaborate with product and tech leaders to align team priorities on user opportunities across programs.
In addition, as a manager of design talents, this leader will oversee, coach and nurture direct reports as well as partner with other CXD leaders to advance the maturity of CX at MetLife and continue to build a culture of design thinking and collaboration which promotes the retainment of top design talent.
Key Responsibilities:
• Partner with leaders in Design, Product and Tech to achieve scalable results and deliver on product roadmap, setting reasonable expectations and timelines for design team deliverables
• Partner with experience strategy in bringing strategic approaches to the product teams for how to achieve measurable results aligned to improving the customer experience
• Be a leading voice in defining and evolving how design methodologies fit into agile ways of working with product teams, and partner with product owners to hold teams accountable to a high standard of product design and delivery
• With an insight driven mindset, identify opportunities for user research and partner with research team on research initiatives
• Partner with product, tech and business leaders to foster alignment on not just what the team will deliver, but how the team delivers
• Partner with Design System UX leadership to ensure the needs of the markets you support are informing the continuous scalable evolution of MetLife's Global Design System
• Manage the design team's backlog, looking for ways to reduce design debt
• Facilitate effective design review sessions and foster an environment in which team members give and receive feedback. This coaching should focus not only on the team's designs but also in how they create compelling vision & concepts, frame problems, apply insights, and communicate ideas
• Ensure all delivered designs meet the latest WCAG accessibility guidelines, and provide ongoing guidance to in-market designers in their efforts to do the same
• Use a critical eye to ensure all designs apply brand and visual design standards, follow global design patterns, as well as increase clarity, communicate hierarchy and create emotion
• Support team in conducting design quality assurance throughout development, and in navigating design changes and prioritization conversations
Essential Business Experience and Technical Skills:
• 8+ years of experience designing for responsive web and native mobile experiences
• HS Diploma or equivalent required. Bachelors preferred.
• Highly skilled in user experience fundamentals: research, wireframes, prototypes, usability testing, interaction design, visual design, accessibility standards
• Strong knowledge of user interface design, interaction design, information architecture, visual design and the ability to generate design ideas for both native mobile and responsive web experience
• Strong knowledge of modern UX design and collaboration tools such as Figma, Adobe XD, Zeplin and others
• Technical acumen that allows you to effectively communicate with tech leads and engineers on constraints, innovations and quality assurance
• Ability to navigate complexity and make sense of ambiguity
• Experience successfully partnering with product managers, developers, business analysts, content strategists, design researchers and other designers to arrive at optimal solutions
• Strong communication skills and storytelling skills with ability to communicate and build consensus at all levels of the organization
• Ability to lead, influence and operate effectively in a highly matrixed and complex environment
• Proven ability to coach and mentor other designers, fostering collaboration and inclusion in the team and organization
• Proven ability to lead team of UX/UI practitioners, sharing passion for creating value through great design and user experience
• Ability to manage competing priorities and timelines
• Design experience within large corporation preferred
• Experience working within SAFe (Scaled Agile Framework) preferred
• Experience using AzDo (Azure Dev Ops) and TargetProcess preferred
• Experience with content management systems such as Adobe Experience Manager (AEM) preferred
• Service Design experience preferred
The wage range for applicants for this position is $123,800 - $135,000. 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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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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