VP, Customer Insights & Analytics

Description and Requirements
Position: VP, Customer Insights and Analytics
Location(s): 200 Park Ave, New York
Setting: Hybrid
Reports to: SVP, CMO Regional and Institutional Marketing, Customer Insights
Travel: 25%, including international
The Team You Will Join
The MetLife Marketing organization is evolving as part of our New Frontier strategy. The organization is evolving g its strategy and critical to this evolution is the goal of increasingly becoming 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.
This newly created role is critical to bringing the marketing vision to life.
The Opportunity
The Customer Insights and Analytics leader will be responsible for advancing the value derived from strategic customer, competitor and market research and customer analytics to support decisions and actions around our customer commitment: to grow meaningful and valuable customer relationships. The role will leverage quantitative and qualitative analysis to continue to mature our use of consideration and loyalty measures and drivers while also developing methods and models to leverage additional sources of insight including brand insights and other sources of customer data to support growth objectives driven by insight. Specifically, the role will facilitate delivering and evolving the measurement of our customer commitment, including our enterprise rNPS (Relationship Net Promoter Score) program that has board level visibility and work closely with customer councils in all regions to drive insights to action. The role will also facilitate brand health measurement and analytics in support of growth objectives for product, distribution and marketing teams. Finally, the role will facilitate the use of customer data in advanced analytics that directly connect to marketing execution and customer experience enhancement.
How You'll Help Us Build a Confident Future:
The role is responsible for leading and growing the customer insights function for MetLife's marketing organization. Responsibilities include:

• Develop and direct customer insights strategic projects to collect, study and utilize data reflecting customer behaviors, sentiments, trends, and preferences to support customer decisions and shape marketing actions.
• Lead insights team in market research initiatives focused on using customer, sales, brand, industry trends, and other significant data in statistical analysis.
• Strengthen competitive and market strategy capabilities
• Evaluate and evolve operating model and recruit, retain and develop talent accordingly
• Design and implement qualitative and quantitative research projects and methodologies involving ethnographic research, focus groups, online communities, interviews, and surveys that yield data required for developing insights to measure customer perceptions and satisfaction.
• Interpret research findings and marketing programs results into insights and guidance for strategic actions.
• Own and lead the global customer commitment program in MetLife's priority markets and identify future areas of opportunities. Communicate and present to senior leaders and stakeholders.
• Advance the measurement of MetLife's evolving customer value components (e.g. CX, CLTV)
• Identify opportunities based on insights and act as an influencer to drive business decisions with insights.
• Continue to explore and enhance MetLife's next-gen customer analytics.
• Continue to advance the culture of insightfulness and leverage of customer insights to influence strategies and tactics to drive business growth.
• Maintain an external orientation to anticipate the evolving customer and human needs and leverage those insights for supporting strategic decisions. Architect and imagine future measurement capabilities in light of the ever-changing data landscape. Coach and mentor direct reports as well as broader team, building a high-visibility platform for team members to develop into marketing leaders. Manage and build a diverse insights team across specializations.

What You Need to Succeed (Required Qualifications):

• Bachelors required.
• 15+ years' experience in insight, research, customer-centric design
• Strategic planning and marketing experience
• Strong customer and marketing analytics. Relevant insights experience including both quantitative and qualitative user research and insights, ethnographic research, focus group, online communities and surveys, and customer analytics.
• Highly analytical, and customer centric, and data-driven possessing ability to use insights to frame recommendations and results into concise and actionable recommendations
• Strategic and structured thinker demonstrating executive presence
• Excellent strategic market research experience, conducting foundational research, defining and prioritizing customer segments
• Ability to work with and lead cross-functional and cross-cultural teams to drive initiatives and achieve results
• Demonstrated success building, leading, challenging and coaching a team of high-performing marketers, and customer insights talent
• Self-motivated and proactive leader/team player who takes ownership of and accountability for projects
• Strong organizational skills with an ability to effectively manage competing priorities
• Ability to communicate complex issues to a wide array of stakeholders
• Strong commercial market awareness, client acumen and intellectual curiosity

What Will Give You an Edge (Additional Skills)

• Advanced degree preferred (MBA, or further business, marketing or analytical education)
• Experience in insurance and/or financial services a huge plus
• Experience in a large corporate environment or consultancy preferred
• Global experience strongly preferred

The salary range for applicants for this position is 209,000 - 278,700.
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 2024 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 [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.
209,000 - 278,700
#BI-Hybrid