Location(s)
- posting location: ciudad de mexico, ciudad de mexico
- city/cities
- mexico city
- country
- mexico
- working schedule
- full-time
- work arrangement
- hybrid
- travel required
- 25%
- relocation assistance available
- no
- posted date
- 19-dec-*
- job id
- *
*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 seguro de gastos médicos mayores, seguro de vida en combinación con un paquete de compensación competitivo junto con bonificaciones por rendimiento, fondo de ahorro y plan de pensiones.
también ofrecemos permisos parentales y de adopción ampliados, así como beneficios adicionales como tiempo libre de voluntariado, días libres por su cumpleaños y el día del patrimonio cultural, eventos culturales y deportivos, ¡y mucho más!
*acerca de metlife*
reconocida en la lista de la revista fortune de las "empresas más admiradas del mundo" de * y en la lista de los 25 mejores lugares para trabajar en el mundo de fortune para *, 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.