A top candidate from NYC will be hybrid, 3 days a week.
If located in Bridgewater, will be hybrid 2 days a week in Bridgewater and 1 in NYC.
The Team You Will Join
This role joins the Customer Insights & Analytics team which is part of the Global Marketing and Communications organization at MetLife. This role will lead the Customer Analytics team, supporting our local marketing and business partners to drive business growth through meaningful action across MetLife’s global customer ecosystem (e.g. End Users, Employees, Employers, Brokers, and Agents).
The Opportunity
The Director, Customer Analytics will be responsible for the advancement of 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 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 making supporting our customer commitment: To grow meaningful and valuable customer relationships. Specifically, it will support the enterprise Customer Commitment program with advanced analytics to identify insights and drive impactful customer strategy. The program utilizes customer research to understand how we can Attract, Retain, and Deepen customer relationships in our key global markets by focusing on driving two key outcome metrics: rNPS and Purchase Consideration.
How You’ll Help Us Build a Confident Future (Key Responsibilities)
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Set analytical direction and design fit for purpose customer data use cases by reviewing, challenging, guiding and applying advanced analytical techniques to solve specific business challenges. Build value by acquiring more of the right customers, increasing loyalty and maximizing lifetime value. E.g. strategic targeting with prospects, opportunity identification, lead scoring, leveraging data to develop signals/alerts for sales enablement, etc.
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Lead analytics for the Global Customer Commitment program, driving improvements in rNPS and Purchase Consideration: Lead the overall execution and optimization of the Key Drivers Analysis and Simulator process, incorporating competitive intelligence and continuously improving estimates using historical data
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Ensure methodological rigor, transparency, and consistency in analytics across markets, including clear documentation of assumptions, limitations, and implications for business decision-making.
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Collaborate with cross-functional teams (e.g. sales/distribution, product) to identify and progress customer data driven use cases based on regional/local priorities.
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Develop playbooks and toolkits to expand best-in-class scalable analytics for MetLife.
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In partnership with cross-functional activation teams (e.g., agile pods), design scalable experiments using predictive analytics, establishing robust measurement frameworks to evaluate and quantify impact of business growth outcomes and continuously optimize models.
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Serve as the hands-on data steward and power data user bridging data governance and analytics activation, translating enterprise data standards, definitions, and controls into practical, fit-for purpose datasets for analysis and modeling, while ensuring appropriate data usage, quality, documentation, and alignment with governance, privacy, and risk requirements.
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Identify and review AI opportunities to advance customer analytics capabilities and accelerate business growth with a clear understanding of risks, limitations, and appropriate use cases
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Continue to advance the culture of insightfulness and leveraging customer insights to influence strategies and tactics to drive business growth.
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Manage and coach a high-performance team of data science practitioners
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Develop and retain talent and contribute to the overall team culture of diversity, inclusivity, and MyVoice activation
What You Need to Succeed (Required Qualifications)
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Bachelor’s or MBA degree in the field of computer science, information systems, business administration, or marketing, with statistical / mathematical knowledge.
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10+ years’ hands on experience in data science, modeling, insights, research, data management, and customer-centric design
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Ability and experience across descriptive, predictive, and prescriptive analytics (e.g., Key drivers analysis, factor analysis, cross-sell/churn propensity models, lead scoring/next best customer, conjoint analysis, cluster analysis, next best offer, segmentation/personas, Customer Lifetime Value (CLTV) etc.) to inform use cases and support impactful activation and strategy development.
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Demonstrable hands-on experience handling research and survey data for analysis: managing samples, weights, quotas, and understanding bases for modeling
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Ability to communicate complex subject matter to stakeholders with a wide array of technical levels. Strong project management and relationship management skills with an ability to effectively manage competing priorities.
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Practical familiarity with analytics and business intelligence tools and marketing/data platforms.
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Preferred tools: Python, Alteryx, Power BI, and Adobe Analytics.
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Preferred platforms: Adobe Campaign, Marketo, Salesforce or other tools related to analytics web, digital, social listening, and CRM.
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Strong organizational skills with an ability to effectively manage competing priorities
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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 IT partners to ensure data readiness and availability for analysis.
What Can Give You an Edge (Additional Skills)
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Experience leading analytics at a marketing research agency
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Experience in financial services and on the research agency side a huge plus
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Experience working with local partners across regions and countries
