AVP, Customer Optimization & Digital Engagement - MetLife Auto & Home

  • Company: MetLife
  • Location: Warwick, Rhode Island
  • Posted: March 08, 2017
  • Reference ID: 47663-en_US

:  The AVP, Customer Optimization & Digital Engagement, is a newly created role responsible for architecting a winning, consistent customer experience across all interaction channels for MetLife Auto & Home (MLAH).  A key component of MetLife’s Americas business and growth strategy, MLAH designs, manufactures, and distributes proprietary Property and Casualty insurance products through multiple distribution channels, including Retail Agents, Group Benefits, and Direct channels. MLAH represents approximately $570 million in sales and $3.6 billion in revenue.


Reporting directly to the VP of Product Operations for MetLife Auto & Home, this AVP will be the architect of our customer experience strategy, leveraging data-based customer experience analysis and insights to grow our business via increased loyalty, cross-selling/upselling of MLAH products, and customer referrals.  He or she will lead a small team of customer engagement, CRM, and analysts in identifying data, sources, customer touch-points, and analytical tools required to understand the full customer journey, including interactions, patterns, and behaviors over the end-to-end customer experience.  The successful candidate will demonstrate the ability to integrate disparate pieces of information from internal and external sources to create, implement, evaluate, and continuously improve best-in-class customer experience and engagement strategies.  


Although the focus of this role is on existing customers, the AVP will collaborate across relevant MLAH sales and claims teams to share and apply data and insights generated to help identify, capture, and service new business.  In addition, he or she will work to drive change through cross-functional organizational leadership and teams such as Corporate Marketing and Business Analytics groups, Call Centers, Sales and other business teams. Created to align with refreshed enterprise strategic priorities around digital engagement, operational excellence, and delivering on our commitment to customer centricity, this role is an opportunity to be a critical contributor to a business identified as a key growth area for the Americas strategy.


  • Provide expertise in Customer Experience and Customer Data Analytics, ideally in a renewal-driven industry
  • Develop and implement a multi-year strategic Customer Interaction & Engagement roadmap
  • Develop, map, analyze, test and iterate comprehensive Customer Journeys, from transactional interactions such as bill payment and claim management to digital and social awareness, to help drive predictive analytics
  • Identify data needs, sources & visualization tools, keeping current on best tools and practices across industries
  • Identify and act on patterns and insights to generate opportunities for growth via enhanced loyalty, cross-selling/upselling opportunities, and referrals
  • Provide input to Sales, Customer Service, & Claims to enhance customer experience across multiple touchpoints
  • Champion and facilitate a customer-focused mindset throughout MetLife Auto & Home


  • 8-10+ years of relevant experience, including proven track record leading Customer Experience initiatives in a complex, sophisticated customer and competitive environment
  • Exceptional analytical skills with demonstrated ability to apply analysis to actionable insights
  • Management experience, including hiring, managing, and developing skilled professionals
  • Passion for the Customer; commitment to creating value through consistently excellent engagement
  • Strong understanding of the external competitive market
  • Expertise in Digital, Omni-channel and CRM solutions for consumers
  • Experience with internal and external customer data analysis
  • Organizational intelligence and strong influence management/cross-functional leadership skills; adept at working in a matrixed structure
  • Undergraduate degree required, MBA or advanced degree in Marketing or Analytics preferred


  • Thinks Strategically – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
  • Motivates People – Gains people commitment to achieve business objectives through clear communication of the company’s vision and flexing leadership styles to inspire high performance.
  • Creates Partnerships – Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
  • Seizes Opportunity – Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.
  • Grows Talent – Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.
  • Models our Values – Creates a culture that promotes the company’s values and standards through role modeling, accountability and ownership of decisions.
  • Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.


  • Reports to: VP, Product Operations
  • Direct reports/team:   Director, Customer Interactions, Data Analytics Manager, Customer Engagement Team
  • Key Stakeholders:   MLAH Agency Sales and Distribution and Product Management; Customer Service Center; Global Brand & Marketing; Business Strategy & Analytics


MetLife, through our subsidiaries and affiliates, is one of the largest life insurance companies in the world. Founded in 1868, we are a global provider of life insurance, annuities, employee benefits and asset management. Our employees serve approximately 100 million customers, individuals and businesses, including over 90 of the FORTUNE 100®. 


We are ranked #40 on the Fortune 500 list and #48 on the Forbes Global 500 list. We have operations in nearly 50 countries, and hold leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. We are also one of the largest institutional investors in the U.S. with an over $500 billion general account portfolio as of December 31, 2015.  In 2015, FORTUNE Magazine’s World’s Most Admired Company survey named us #1 in the Life and Health Insurance industry. In 2016, we were named to the Dow Jones Sustainability Index (DJSI) for the first time.  


While we have tremendous respect for the past, we are a company firmly focused on the future. To adapt to a changing world, we are undergoing one of the most dramatic transformations in our history to reinvent how we do business so we can thrive in any environment. We are moving away from a traditional product-development model to one driven by customer insights. We are challenging historical norms by humanizing our industry and designing every customer experience to reflect the modern company we’re becoming. Our goal in everything we do is to offer customers truly differentiated value propositions that allow us to establish clear competitive advantages. We pride ourselves on being a trusted partner to our customers as they navigate life’s twists and turns.


At the center of our business strategy is a commitment to One MetLife – collaborating, sharing best practices, and recruiting, developing and retaining the best talent in the industry. We live by our values:  Put Customers First, Be the Best, Make Things Easier, and Succeed Together. They guide how we operate every day.  



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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