Manager, Customer Analytics - RIS/MIM

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 Customer Analytics Manager 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.
Key Responsibilities:
• Actively contribute to designing customer data use cases applying advanced analytical techniques to solve for specific business challenges (e.g., acquiring more of the right customers, increasing loyalty and advocacy, and maximizing lifetime value, etc.)
• Identify and design data sources and ecosystems of data to be used in analysis
• Data Management: Collect, structure, and analyze data sets from multiple sources (e.g., Internal single customer view, 3rd party data, survey data, etc.) and partner with technology to ensure data readiness and availability for analysis.
• Develop predictive models (e.g., Cross-sell, churn propensity models, lead scoring, etc.) to inform customer strategy and impactful activation driving better targeting
• 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.
• Support other insights & analytics workstreams in terms of data management and analytics (e.g., NPS Key Driver Analysis, forecast simulations, brand consideration models, etc.)
• Develop playbooks and toolkits to expand best-in-class scalable analytics for MetLife
• Continue to advance the culture of insightfulness and leverage of customer insights to influence strategies and tactics to drive business growth.
Essential Business Experience and Technical Skills:
Required:
• 5+ years' hands on experience in data management, stewardship, modeling, insights, research, and customer-centric design
• Strong experience across descriptive, predictive, and prescriptive analytics
• 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.
• Proficiency in SQL, Advance Excel, and PowerPoint
• Knowledge of 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, etc.
• Highly analytical, customer centric, and data-driven, possessing ability to use insights to frame recommendations and results into concise and actionable recommendations.
• Ability to work with cross-functional teams to drive initiatives and achieve results.
• Strong organizational skills with an ability to effectively manage competing priorities
• Ability to communicate complex issues to a wide array of stakeholders
• Strong financial and business acumen
• Experience in insurance and/or financial services a huge plus
• Background in design of experiments (e.g., A/B testing)
Preferred:
• Bachelor's degree in the field of computer science, information systems or business administration, marketing, with statistical / mathematical knowledge. Advanced degree preferred.
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 $103100 to $137400. 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.
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. 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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