US Group Digital Servicing - Customer Insights Consultant

Description and Requirements
The Team you will join:
The US Group Benefits Business is an Industry Leader with strong market positions in Dental, Disability & Absence, Life, Vision, Pet, Legal, and other voluntary / allied product lines such as Financial Wellness. We view our solutions through the eyes of the customers and are always striving to transform and simplify their experience. We each play an integral role in bringing MetLife's purpose of building a more confident future to life. We are passionate about developing best-in-class-digital solutions and leveraging data to transform customer insights into customer-first solutions - Does this sound like you? Join us!
Role Overview:
As a Customer Insights Consultant, you will play a critical role in leveraging data to drive strategic decision-making and enhance customer experience. You will be responsible for partnering with Product Managers, Product Owners, Developers to help define metrics requirements, building robust reporting capabilities and visualizations, and effectively communicating insights to support the definition of Product Strategy and prioritization of the roadmap.
How You'll Help Us Build a Confident Future (Key Responsibilities):
- Collaborate with Product Management and Product Owners to understand business objectives and define metrics requirements for tracking customer experience, product performance and associated benefits
- Utilize analytical tools and techniques to collect, analyze, and interpret customer data from various sources and channels.
- Design and develop reporting dashboards and visualizations to present key insights and performance metrics in a clear and actionable manner.
- Proactively identify trends, patterns, and opportunities for improvement by analyzing Voice of Customer feedback and behavioral data.
- Partner with cross-functional teams to socialize insights and recommendations derived from voice of customer programs, influencing decision-making and driving continuous improvement initiatives.
- Stay updated on industry best practices and emerging trends in customer experience analytics, and proactively apply new methodologies and technologies to enhance reporting capabilities.
What You Need to Succeed (Required Qualifications):
- Bachelor's degree in Business, Analytics, Statistics, or a related field. Advanced degree preferred.
- 3+ years of experience in a similar role, with a proven track record of leveraging data to drive actionable insights and improve customer experience.
- Proficiency in data analysis and visualization tools (PowerBI, Grafana)
- Strong communication and stakeholder management skills, with the ability to effectively collaborate with cross-functional teams.
- Problem solving skills and attention to detail, with a passion for delivering for the customer and continuous learning and growth
What Can Give You an Edge (Additional Skills)
- Experience with Adobe Analytics, Medallia and Decibel Insights
- Proficiency in PowerBi
- Experience working in Agile or Lean environments
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 2023 "World's Most Admired Companies" as well as the 2023 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 empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible. Join us!
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process
The salary range for applicants for this position is $63,000-84,000.
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 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2025 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 empathy, 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 accommodations@metlife.com. 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.
$63,000-84,000
#BI-Hybrid