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Director-Market Research. Job in Charlotte, North Carolina, United States in MetLife, Inc.. Nelest.com
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Director-Market Research

col-narrow-left   

Job ID:

22991

Location:

Charlotte, NC 

Job function:

Marketing, Research & Development
col-narrow-right   

Posted:

03.10.2016

Employment Type:

Full time

Industry:

Financial
col-wide   

Title:

Director-Market Research

Job Description:

At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. We help everyone act on their best intentions to protect their financial future - for themselves and their loved ones. We're building a new business inside a 145-year old company creating infrastructure, systems, and procedures while at the same time managing the daily demands of a growing business. This is not easy.

It requires solution-focused, figure-out-how-to-get-it-done people. Our schedules are packed, every day brings new and unexpected challenges. Our success is not assured - we have to earn it. A willingness to develop yourself and dig deep, to practice new skills and apply effective behaviors is required. If you love what you do and not just what you get for doing it, you're in the right place. None of this is easy...but it's worth it.

We've established a foundation of people and technology that can effectively translate business needs into analytical frameworks and insights into action. The Director, Consumer Insights is a key position in the dynamic US Direct Business organization responsible for strategically leading the creation of differentiated customer experiences by turning market research, competitive intelligence, voice of customer, and Net Promoter Score data into actionable insights. The Director works cross functionally with business partners to make intelligent, data driven decisions that drive strategic and sustainable customer centric change.

Job Location

Charlotte, NC

Alternate Job Location

No

Job Description

  • Strategically design and lead the "Research and Insights" function for MetLife Direct (MLD) business
  • Lead Voice of Customer (VoC) programs including Net Promoter Score (NPS) through collaboration with global MI team and suppliers
  • Generate the voice of the customer and develop actionable insights to enhance customer experience and foster ongoing improvements across internal key stakeholders
  • Maintain MLD's competitive edge by gathering industry best practice, recommending strategic directors based on intelligence of key competitors and market trends
  • Develop actionable insights across customer lifecycle for specific products and channels by integrating VoC information with behavioral data
  • Enhance the reporting capabilities, including text mining and dashboard reporting, of the current NPS and Voc programs
  • Responsibilities:

    VoC and NPS

  • Operate as the key contact for MDL with MetLife counterparts from Americas and global organizations on customer centricity initiatives and customer experience measurement
  • Continue to refine the existing program within the B2C channel. Develop the strategy and champion the process of implementing key VoC / NPS insights into operational improvements across key stakeholders.
  • Develop the strategy and platform to distill institutional knowledge of VoC and NPS, leveraging existing knowledge management portals
  • Develop and track the return on investment and customer economics for the NPS/VoC program and associated improvement projects.
  • Customer Experience Research

  • Develop a strategy to measure MDL customer experience across channels and through all touch points across the customer lifecycle, leveraging the Enterprise Feedback Management initiative
  • Serve as the trusted advisor of customer experience to key stakeholder and business partners to develop and execute on strategies and tactics based on the insights.
  • Establish a consistent, measurable and scalable customer experience for MDL prospects and customers leveraging conventional and innovative research techniques
  • Competitive Intelligence

  • Develop strategic and tactical recommendations for the business by delivering competitive intelligence through syndicated research and secondary data analysis
  • Develop competitive intelligence content and establish a strategy to distill institutional knowledge through existing knowledge management portals
  • Coach, develop and manage direct reports.
  • Job Requirements:

    • Proven ability to create momentum around ideas and drive change across an organization

    • In-depth understanding of customer information management, and experience in developing key insights by integrating behavioral data with survey data

    • Proficiency of using data and analytics to strategically drive successful research and customer experience programs

    • In-depth experience with NPS and market/competitive research tools that support the measure and execution of the programs

    • History of executing on a vision for the customer experience

    • Superb communication skills with the ability to deliver insights and get buy-in from colleagues in strategic and operational functions

    • Ability to effectively manage direct reports, develop strategic initiatives, and deliver against business goals

    • 10+ years of experience in the financial, consumer retail or insurance industry

    • Undergraduate degree in Marketing, Economics or related field

    Required Education

    Bachelor's Degree

    Travel

    0

    Business Category

    MetLife Direct

    Number of Openings

    1

    [Not translated in selected language]

    MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, martial or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

    MetLife maintains a drug-free workplace.

    Note to Mobile Users: If viewing on a mobile device and would like to apply, please email the job to yourself and complete the application from a desktop/laptop.

    Note to Desktop/Laptop Users: For immediate consideration, click Apply Now button below. You will be directed to complete an on-line profile which takes 10 - 15 minutes to complete. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

    Zip Code:

    28261

    Company Info
    MetLife, Inc.
    1095, Avenue of the Americas
    New York, NY, United States

    Phone:
    Web Site: metLife.com

    Company Profile

    Company Info


    MetLife, Inc.
    1095, Avenue of the Americas
    New York, NY, United States
    Phone:
    Web Site: metLife.com

    Director-Market Research

    col-narrow-left   

    Job ID:

    22991

    Location:

    Charlotte, NC 

    Job function:

    Marketing, Research & Development
    col-narrow-right   

    Posted:

    03.10.2016

    Employment Type:

    Full time

    Industry:

    Financial
    col-wide   

    Title:

    Director-Market Research

    Job Description:

    At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities. We help everyone act on their best intentions to protect their financial future - for themselves and their loved ones. We're building a new business inside a 145-year old company creating infrastructure, systems, and procedures while at the same time managing the daily demands of a growing business. This is not easy.

    It requires solution-focused, figure-out-how-to-get-it-done people. Our schedules are packed, every day brings new and unexpected challenges. Our success is not assured - we have to earn it. A willingness to develop yourself and dig deep, to practice new skills and apply effective behaviors is required. If you love what you do and not just what you get for doing it, you're in the right place. None of this is easy...but it's worth it.

    We've established a foundation of people and technology that can effectively translate business needs into analytical frameworks and insights into action. The Director, Consumer Insights is a key position in the dynamic US Direct Business organization responsible for strategically leading the creation of differentiated customer experiences by turning market research, competitive intelligence, voice of customer, and Net Promoter Score data into actionable insights. The Director works cross functionally with business partners to make intelligent, data driven decisions that drive strategic and sustainable customer centric change.

    Job Location

    Charlotte, NC

    Alternate Job Location

    No

    Job Description

  • Strategically design and lead the "Research and Insights" function for MetLife Direct (MLD) business
  • Lead Voice of Customer (VoC) programs including Net Promoter Score (NPS) through collaboration with global MI team and suppliers
  • Generate the voice of the customer and develop actionable insights to enhance customer experience and foster ongoing improvements across internal key stakeholders
  • Maintain MLD's competitive edge by gathering industry best practice, recommending strategic directors based on intelligence of key competitors and market trends
  • Develop actionable insights across customer lifecycle for specific products and channels by integrating VoC information with behavioral data
  • Enhance the reporting capabilities, including text mining and dashboard reporting, of the current NPS and Voc programs
  • Responsibilities:

    VoC and NPS

  • Operate as the key contact for MDL with MetLife counterparts from Americas and global organizations on customer centricity initiatives and customer experience measurement
  • Continue to refine the existing program within the B2C channel. Develop the strategy and champion the process of implementing key VoC / NPS insights into operational improvements across key stakeholders.
  • Develop the strategy and platform to distill institutional knowledge of VoC and NPS, leveraging existing knowledge management portals
  • Develop and track the return on investment and customer economics for the NPS/VoC program and associated improvement projects.
  • Customer Experience Research

  • Develop a strategy to measure MDL customer experience across channels and through all touch points across the customer lifecycle, leveraging the Enterprise Feedback Management initiative
  • Serve as the trusted advisor of customer experience to key stakeholder and business partners to develop and execute on strategies and tactics based on the insights.
  • Establish a consistent, measurable and scalable customer experience for MDL prospects and customers leveraging conventional and innovative research techniques
  • Competitive Intelligence

  • Develop strategic and tactical recommendations for the business by delivering competitive intelligence through syndicated research and secondary data analysis
  • Develop competitive intelligence content and establish a strategy to distill institutional knowledge through existing knowledge management portals
  • Coach, develop and manage direct reports.
  • Job Requirements:

    • Proven ability to create momentum around ideas and drive change across an organization

    • In-depth understanding of customer information management, and experience in developing key insights by integrating behavioral data with survey data

    • Proficiency of using data and analytics to strategically drive successful research and customer experience programs

    • In-depth experience with NPS and market/competitive research tools that support the measure and execution of the programs

    • History of executing on a vision for the customer experience

    • Superb communication skills with the ability to deliver insights and get buy-in from colleagues in strategic and operational functions

    • Ability to effectively manage direct reports, develop strategic initiatives, and deliver against business goals

    • 10+ years of experience in the financial, consumer retail or insurance industry

    • Undergraduate degree in Marketing, Economics or related field

    Required Education

    Bachelor's Degree

    Travel

    0

    Business Category

    MetLife Direct

    Number of Openings

    1

    [Not translated in selected language]

    MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, martial or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

    MetLife maintains a drug-free workplace.

    Note to Mobile Users: If viewing on a mobile device and would like to apply, please email the job to yourself and complete the application from a desktop/laptop.

    Note to Desktop/Laptop Users: For immediate consideration, click Apply Now button below. You will be directed to complete an on-line profile which takes 10 - 15 minutes to complete. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

    Zip Code:

    28261
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