: Reporting to the VP of CSC Digital Servicing, this position is responsible for defining the digital servicing Omni-channel strategy and roadmap. In addition, this position will have leadership responsibility for the day-to-day operations of our digital servicing sites, supporting over 20 million customers and 40m + customer touchpoints. This includes partnering with senior CSC and business leaders to establish and monitor key site performance and utilization metrics that will support CSC service’s business objectives. In addition, incumbent will be responsible for defining, managing and correcting customer experience issues, driving adoption and utilization campaigns to achieve desired outcomes. S/he must ensure alignment with other MetLife lines of business, technology, Customer Analytics and Customer Centricity. This includes responsibilities for the full lifecycle of Service Management delivery, including end-to-end service management of plan providers, with employee bases ranging from 500 to +100,000 associates.
The position is also responsible for leading the delivery of customer education, internal and external training on MetLife’s digital servicing capabilities and attending sales and group customer meetings. This role will have direct accountability for managing and continually improving the customer experience and operational efficiency external providers, including tier 1/tier 2 customer support centers. This includes managing business / process documentation, overall service recovery and Group customer onboarding.
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. DJSI is a global index to track the leading sustainability-driven companies.
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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