Senior CX Strategist

Role Overview:

The Senior CX Strategist is responsible for defining and executing end to end journeys that measurably improve customer and stakeholder experiences across MetLife’s U.S. Business. Guided by our purpose—always with you, building a more confident future—and aligned to MetLife’s New Frontier strategy, this role partners closely with Marketing, Product and Technology to translate experience strategy into tangible customer and business outcomes.

This is an exciting opportunity to shape end to end customer journeys, define future state experiences, and drive change management to align cross functional teams around the right problems to solve and to solve them in the right ways. You will create and implement cohesive end to end journeys that drive desired behaviors and business impact across complex initiatives.

Responsibilities:

• Use Human-Centered Design to uncover customer needs, insights, and jobs to be done for priority product/audience journeys that solve for root causes and deliver on business goals.
• Lead, manage and facilitate cross functional workshops to align stakeholders around problems, priorities, and key outcomes.
• Define journey-aligned opportunities and solutions that transform ambiguity into clarity.
• Create experience strategy deliverables such as journey maps, service blueprints, experience roadmaps, and future state visions to communicate opportunities.
• Use storytelling and visualization to drive data-driven decisions and tactics.
• Develop executable roadmaps and experience principles that guide teams from strategy through delivery.
• Collaborate with marketing, product, technology, and other key partners to drive experience strategy implementation, measurement, and continuous improvement.
• Partner on experience strategy practices and rituals, as a key contributor and team player.

Qualifications:

• Portfolio required with design/experience strategy or service design project examples.
• 4-6 years of experience applying human centered design, service design, or design strategy methods, frameworks, and processes in a professional setting.
• Proven experience leading discovery, synthesis, ideation, prioritization and validation of opportunities and solutions.
• Proven ability in crafting end-to-end journey maps, service blueprints and future state visions.
• Demonstrated experience in using design, business, and innovation tools.
• Strong leadership, stakeholder engagement, and workshop facilitation skills to influence alignment and change management across large, matrixed teams.
• Preferred Qualifications
• Bachelor’s degree preferred.
• Background in experience strategy, design consulting or in-house design strategy teams.
• Experience solving for digital experiences (portals, websites, apps and chats).
• Exposure to B2B, B2C, D2C or financial services environments.
• Proficiency with creative, whiteboarding and collaboration tools (Figma, Miro, Microsoft and Adobe Creative Suite).
• Experience working in or with large organizations.

Company profile:

With 153 years of experience, the MetLife companies are a leading innovator and a recognized leader in protection planning and retirement and savings solutions around the world. We have established a strong presence in more than 40 markets globally through organic growth, acquisitions, joint ventures and other partnerships. We are strengthening our global brand by extending core products and competencies to markets around the world – an important driver of growth for the enterprise.

Around the world, the MetLife companies offer life, accident and health insurance, retirement and savings products through agents, third-party distributors such as banks and brokers, and direct marketing channels. We work with families, corporations and governments to provide them with solutions that offer financial guarantees in their lives. Our name is recognized and trusted by tens of millions of customers worldwide, and does business with 96 of the top 100 FORTUNE 500® companies in the United States. We have the experience, global resources and vision to provide financial certainties for an uncertain world.