.City/CitiesCountryMexicoWorking ScheduleFull-TimeWork ArrangementHybridTravel Required25%Relocation Assistance AvailableNoPosted Date19-Dec-2024Job ID5847Description and RequirementsWith more than 150 years of history and a presence in more than 40 countries, MetLife is leading the global transformation of the insurance industry. Bound by purpose and diverse perspectives, we are a collaborative community of more than 40,000 employees around the world, committed to building a more secure future for all of our key audiences - employees, customers, shareholders, and the communities we serve.We are seeking a strategic and customer-focused professional to join our team as a Customer Experience Manager. In this role, you will design and implement strategies to enhance customer satisfaction and engagement across the LATAM region.What you'll do in this roleLead regular, cyclical end-to-end (E2E) customer experience discovery for employer archetypes, identifying opportunities to:Ensure consistency in messaging, tone, and interaction design across digital and non-digital touchpoints.Simplify and optimize the usability of existing touchpoints.Eliminate unnecessary or unhelpful touchpoints.Introduce innovative solutions to meet unmet or underserved needs.Develop and maintain a comprehensive roadmap of E2E journey opportunities aligned with product and marketing roadmaps.Collaborate with data analysts from Marketing Ops and business units to continuously monitor the health of customer experiences across our E2E journeys.Identify new opportunities to drive business value through enhanced experiences.Work with commercial teams to align external communication strategies related to these roadmaps.Promote scalable service approaches across distributed teams, utilizing storytelling and interactive experiences to advocate best practices.Define best practices and scalable service patterns, such as effective onboarding processes, to address the functional, informational, and emotional needs of customers.To succeed in this role, you'll needProven experience in Design Agencies, Management Consulting, or Experience Strategy and Program Management, ideally within a global company.Bachelor's Degree in Marketing, Communication, or a related field. MBA is a strong plus.Strong strategic thinking, initiative, and ability to connect and align multiple priorities.Demonstrated ability to thrive in a highly matrixed and complex environment.Excellent relationship-building and stakeholder management skills across all levels.Familiarity with industry best practices and ability to share and apply them broadly within the organization.Proficiency in both Spanish and English; Portuguese is a plus.We're looking for someone with these key competenciesStrategic vision and creative problem-solving.Strong communication and storytelling skills to inspire and align teams.Customer-centric mindset with a focus on driving measurable business outcomes