Lead end-to-end analysis and optimization of external customer journeys identify friction prioritize AI-enabled solutions collaborate with Operations/Technology/Data/Product influence senior stakeholders and drive adoption through data-driven change management to improve CX and business outcomes.

Description and Requirements
The Team You Will Join
On MetLife's Global Customer Service and Operations (GCSO) team customer care is built on trust empathy and a commitment to continuous improvement. Whether guiding customers through life's important moments solving challenges or simplifying processes with innovative technology you'll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team you'll play a vital role in strengthening the way we care and advocate for millions worldwide. Here making a real difference isn't just a goal - it's what we do one conversation at a time.
The Opportunity
The Journey Expert is responsible for driving end-to-end optimization of external customer journeys-identifying friction advancing AI-enabled solutions and delivering scalable enterprise improvements that elevate how we serve customers in the moments that matter most-across MetLife's U.S. Group Customer Service & Operations (GCSO) organization.
This is an exciting opportunity to shape the future of customer experience by translating AI insights and data into real measurable improvements that simplify experiences empower teams and strengthen customer trust at scale.
Key Responsibilities

• Lead end-to-end analysis and optimization of external customer journeys identifying friction points and opportunities across products channels and touchpoints
• Develop and prioritize AI-enabled solutions and tuning opportunities that enhance customer experience and drive measurable business outcomes
• Collaborate cross-functionally with Operations Technology Data Product and Responsible AI partners to design and implement scalable enterprise-wide solutions
• Influence senior stakeholders to align on strategy roadmaps and investment priorities for customer journey transformation
• Drive adoption and continuous improvement by leveraging data insights and structured change management to embed customer-centric practices across the organization

Required Qualifications

• Bachelor's degree or equivalent experience with 7-10+ years in customer experience operations strategy or transformation roles
• Demonstrated ability to work cross-functionally across Operations Technology Data and Product teams in a matrixed environment
• Strong experience leveraging AI/automation capabilities (including AI agents/bots) to improve customer experience outcomes
• Advanced strategic thinking problem-solving and stakeholder influence skills with experience driving alignment with senior leadership

Preferred Qualifications

• Experience in insurance financial services or other highly regulated industries
• Familiarity with AI/ML use cases intelligent automation and Responsible AI principles
• Experience with CX measurement frameworks (e.g. NPS CSAT) and journey mapping tools
• Experience with Project Management/ Change Management
• Proven experience mapping and optimizing end-to-end customer journeys across products channels and touchpoints

The expected salary range for this position is $93200 - $124300 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. 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!
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.
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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.