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Director, Customer Analytics

4 months ago

Brockton, Massachusetts, United States MetLife Full time

Description and Requirements
Role Value Proposition :
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. We're united by our purpose to help our customers and each other create a confident future; we're guided by empathy; and we're inspired by each other to make a difference in the lives of our coworkers, customers, communities, and the world at large. At MetLife, it's #AllTogetherPossible . Join us
The MetLife Marketing organization is evolving to enable our Next Horizon strategy. The organization has outlined a new vision - to be 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.
The Director, Customer Analytics will be responsible for the advancement of next gen customer analytics to inform impactful execution and drive business growth by understanding and measuring Customer Equity throughout their life cycle. The role will leverage disparate data sources to analyze and provide actionable insights supporting business decisions, which will require a hands-on data management attitude, intellectual curiosity, and problem-solving skills to turn data into business recommendations and actions.
This role will also act as a consultative thought leader to solve business questions across the different lines of business, requiring a strong sense of partnership with cross functional leaders and technology. The role will also be responsible for supporting business decision around our customer commitment: To build remarkable and enduring customer relationships. Specifically, will support the enterprise rNPS program with advanced analytics to identify insights and drive impactful customer strategy.
Key Responsibilities:

  • Design fit for purpose customer data use cases applying advanced analytical techniques to solve for specific business challenges and build value by acquiring more of the right customers, increasing loyalty and advocacy, and maximizing lifetime value. E.g. strategic targeting with prospect opportunity identification and lead scoring, leveraging data to develop signals/alerts for sales enablement, etc.
  • Ability and experience building predictive analytics models (e.g., Cross-sell/churn propensity models, lead scoring/next best customer, next best offer, segmentation/personas, Customer Lifetime Value (CLTV) etc.) to inform use cases and support impactful activation and strategy development.
  • Collaborate with cross functional teams (e.g. sales/distribution, product) to identify and progress customer data driven use cases based on regional/local priorities.
  • Data Management experience: Collect, structure, and analyze data sets from multiple sources (e.g., Internal single customer view, 3rd party data, survey data, etc.) and partner with GTO to ensure data readiness and availability for analysis.
  • In partnership with cross-functional activation teams (e.g., agile pods), design scalable experiments using predictive analytics to impact business growth outcomes and continuously optimize models.
  • Advance the measurement of MetLife's evolving customer commitment components (e.g. Brand Consideration, NPS Key Drivers, CLTV).
  • Identify and review AI opportunities to advance customer analytics capabilities and accelerate business growth
  • Develop playbooks and toolkits to expand best-in-class scalable analytics for MetLife.
  • Continue to advance the culture of insightfulness and leveraging customer insights to influence strategies and tactics to drive business growth.


Essential Business Experience and Technical Skills:
Required:

  • Bachelor's degree in the field of computer science, information systems, business administration, or marketing, with statistical / mathematical knowledge.
  • 8+ years' hands on experience in data science, modeling, insights, data management, research, and customer-centric design
  • Depth of experience across descriptive, predictive, and prescriptive analytics applying tools such as R, Python, SAS, SPSS, etc.
  • Practical familiarity with analytics and business intelligence tools and marketing/data platforms.
    • Preferred tools: R, Python, Alteryx, Power BI, and Adobe Analytics.
    • Preferred platforms: Adobe Campaign, Marketo, Salesforce or other tools related to analytics web, digital, social listening, and CRM.
  • Ability to communicate complex subject matter to stakeholders with a wide array of technical levels. Strong project management and interpersonal skills with an ability to effectively manage competing priorities.
  • Proven experience in advance statistical techniques to solve specific business questions, (e.g., basic descriptive statistics, correlations, regression analysis, decision trees, neural networks, Bayesian belief models, cluster analysis, conjoint analysis, etc.)
  • Proficiency in advanced Excel and PowerPoint.
  • Strong organizational skills with an ability to effectively manage competing priorities
  • Strong business and financial acumen
  • Ability to manage complex end to end multi-market projects from strategic alignment, through design and delivery, to insights activation.
  • Background in design of in-market experiments (e.g., A/B testing)


Preferred:

  • Experience in insurance and/or financial services a huge plus


At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers."
The wage range for applicants for this position is $123800 to $ This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.
The salary range for applicants for this position is
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 2023 "World's Most Admired Companies" as well as the 2023 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 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.

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