Customer Insights & Measurement Lead

Description and Requirements
The Team You Will Join
Join the nation's largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife's Group Benefits team, you'll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today's employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.
The Opportunity
As a Customer Insights & Measurement Lead, you will play a critical role in transforming customer, behavioral, and operational data into actionable insights that drive product strategy and experience improvements. You will be responsible for leading Voice of Customer (VoC) analysis, advancing cross-channel measurement capabilities, scaling insight delivery through automation, and ensuring strong measurement governance across our digital ecosystem.
This role serves as the bridge between customer experience, product strategy, analytics, and measurement teams, helping the organization better understand customer needs, prioritize improvements, and measure business impact. Leveraging offshore analytics and reporting resources, you will focus on insight generation, actionability, and governance rather than hands-on implementation.
Key Responsibilities

• Partner with business and product teams to define meaningful success metrics, measure value realization, and evolve a cross-channel measurement framework connecting customer sentiment, engagement, operational performance, and business outcomes.
• Govern measurement standards, taxonomy, and instrumentation practices to ensure consistent, accurate, and scalable data collection across the organization.
• Lead the development of automated dashboards, alerts, and AI-powered insight capabilities that accelerate decision-making and action.
• Generate actionable customer and journey insights by synthesizing customer feedback, behavioral data, and operational metrics to identify trends, pain points, and improvement opportunities.
• Lead closed-loop and outer-loop VoC processes to ensure feedback drives meaningful action, translating customer signals into recommendations that influence product priorities, roadmap decisions, and continuous improvement initiatives.

Required Qualifications

• 5+ years of experience in Customer Insights, Voice of Customer (VoC), Experience Analytics, Product Analytics, Customer Experience, or related fields.
• Proven ability to leverage customer, behavioral, and operational data to generate actionable business insights.
• Proven ability to translate complex data into executive-level recommendations and compelling narratives, with strong stakeholder management and communication skills and the ability to influence decisions across Product, Technology, Operations, and Business teams.
• Strong analytical thinking, problem-solving skills, and customer-first mindset with a demonstrated ability to manage competing priorities and work effectively in cross-functional environments.
• Ability to apply AI in high value scenarios to improve effectiveness, quality, and business impact, while structuring work to combine AI with subject matter expertise.
• High school diploma or equivalent.

Preferred Qualifications

• Bachelor's degree in Business, Analytics, Statistics, Customer Experience, Marketing, or a related field. Advanced degree preferred.
• Experience leveraging Voice of the Customer and digital analystics platforms including Medallia, Medallia DNA, and Adobe Analytics to capture customer insights, moinitor digital experience, and drive data-informed improvements.
• Experience leveraging AI, automation, or advanced analytics to scale insight generation.
• Proficiency with Power BI and data visualization best practices.

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.
The expected salary range for this position is $80,000 - $104,000 . This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.
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, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife's U.S. benefits, please click here .
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the 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.
As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.
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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
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.
This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.
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