The Senior Design Strategist improves customer experiences by defining journeys leading workshops and implementing design strategies in collaboration with cross-functional teams.

Description and Requirements
The Senior Design Strategist is responsible for defining and executing end-to-end journeys that measurably improve customer and stakeholder experiences across MetLife's U.S. Business. Guided by our purpose-always with you building a more confident future-and aligned to MetLife's New Frontier strategy this role partners closely with Marketing Product and Technology to translate experience strategy into tangible customer and business outcomes.
This is an exciting opportunity to shape end-to-end customer journeys define future state experiences and drive change management to align cross-functional teams around the right problems to solve and to solve them in the right ways. You will create and implement cohesive end-to-end journeys that drive desired behaviors and business impact across complex initiatives.
Key Responsibilities

• Use Human-Centered Design to uncover customer needs insights and jobs to be done for priority product/audience journeys that solve for root causes and deliver on business goals.
• Lead manage and facilitate cross-functional workshops to align stakeholders around problems priorities and key outcomes.
• Define journey-aligned opportunities and solutions that transform ambiguity into clarity.
• Create experience strategy deliverables such as journey maps service blueprints experience roadmaps and future state visions to communicate opportunities.
• Use storytelling and visualization to drive data-driven decisions and tactics.
• Develop executable roadmaps and experience principles that guide teams from strategy through delivery.
• Collaborate with marketing product technology and other key partners to drive experience strategy implementation measurement and continuous improvement.
• Partner on experience strategy practices and rituals as a key contributor and team player.

Required Qualifications

• Portfolio required with design/experience strategy or service design project examples.
• 4-6 years of experience applying human-centered design service design or design strategy methods frameworks and processes in a professional setting.
• Proven experience leading discovery synthesis ideation prioritization and validation of opportunities and solutions.
• Proven ability in crafting end-to-end journey maps service blueprints and future state visions.
• Demonstrated experience in using design business and innovation tools.
• Strong leadership stakeholder engagement and workshop facilitation skills to influence alignment and change management across large matrixed teams.

Preferred Qualifications

• Bachelor's degree preferred.
• Background in experience strategy design consulting or in-house design strategy teams.
• Experience solving for digital experiences (portals websites apps and chats).
• Exposure to B2B B2C D2C or financial services environments.
• Proficiency with creative whiteboarding and collaboration tools (Figma Miro Microsoft and Adobe Creative Suite).
• Experience working in or with large organizations.

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 $107300 - $135000. 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!
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.
$107300 - $135000
#BI-Hybrid