Customer Experience Manager

Location(s) - Posting Location: Capital Federal, Ciudad Autónoma de Buenos AiresCity/Cities - Capital FederalCountry - ArgentinaWorking Schedule - Full-TimeWork Arrangement - HybridTravel Required - 25%Relocation Assistance Available - NoPosted Date - 19-Dec-2024Job ID - 5833 Overview Description and Requirements With 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 role Lead 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 need Proven 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. Proficiency in both Spanish and English; Portuguese is a plus. We’re looking for someone with these key competencies Strategic 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. Ability to balance creative and business perspectives effectively. Beneficios que Ofrecemos Nuestros beneficios están diseñados para cuidar su bienestar holístico con programas para la salud física y mental, el bienestar financiero y el apoyo para las familias. Ofrecemos cobertura de atención médica para usted y su familia, descuentos en seguros para la protección del hogar, el automóvil y las mascotas, así como licencia parental. También ofrecemos membresía premium de gimnasio para usted y sus familiares directos, tiempo libre de voluntariado, descuentos con universidades específicas, viernes flexibles, reembolso de conectividad y mucho más. Acerca de MetLife Reconocida en la lista de la revista Fortune de las "Empresas más admiradas del mundo" de 2024 y en la lista de los 25 mejores lugares para trabajar en el mundo de Fortune para 2024, MetLife, a través de sus subsidiarias y afiliadas, es una de las principales empresas de servicios financieros del mundo; proporcionando seguros, anualidades, beneficios para empleados y gestión de activos a clientes individuales e institucionales. Nuestro propósito es simple: ayudar a nuestros colegas, clientes, comunidades y al mundo en general a crear un futuro más seguro. Unidos por un propósito y guiados por la empatía, nos inspiramos para transformar el próximo siglo en los servicios financieros. En MetLife, es #AllTogetherPossible Únete a nosotros - At MetLife, we are committed to fostering diversity among employees, through non-discriminatory treatment for reasons of gender, gender expression, sexual orientation, religion, age, nationality, marital status, disability, physical or economic condition, HIV and embarrassment as a requirement for entry, permanence or ascension and there is equal employment opportunities. #J-18808-Ljbffr