MetLife Hiring! Full Time Customer Solutions - Digital Ecosystem Lead in Federal Territory - Ricebowl

Lead the Asia 360 Solutions Strategy and Roadmap

o Establish and manage an integrated Asia roadmap to develop, launch, scale, and continuously enhance 360Health, 360Future, and 360Business solutions and their supporting digital ecosystem.

o Lead the development of differentiated propositions across products, value-added services, and personalized experiences, adapting the portfolio to customer, distributor, and market needs.

o Strengthen customer value propositions through customer, distributor, and market insight, and translate them into scalable go-to-market strategies with regional and local marketing, product, distribution, technology, and operations teams.

o Drive market activation and customer engagement programs that accelerate acquisition, engagement, solution sales, cross-sell, and retention across Asia.

o Provide transparent governance and communication on milestones, dependencies, risks, and critical decisions to global, regional, and market stakeholders.

Lead the Digital Ecosystem Strategy and Execution Roadmap

o Define the regional digital ecosystem strategy and target experience required to deliver the customer value propositions of 360Health, 360Future, and 360Business consistently across Asia.

o Discover, evaluate, select, and manage external regional partners whose products, services, capabilities, and experiences strengthen the 360 Solutions portfolio and enable effective delivery through the digital ecosystem across Asia.

o Identify and mobilize the capabilities needed to scale the ecosystem, including experience design, data and analytics, personalization, platform integration, partner management, and performance optimization.

o Partner with business units and markets to build reusable regional capabilities, accelerate local implementation, and connect digital engagement with distribution and solution fulfillment.

Own Business Impact Measurement and Performance Optimization

o Define the performance framework and targets for the 360 Solutions portfolio and digital ecosystem, linking customer and ecosystem metrics to regional and market business plans.

o Track performance through a regular operating cadence, including customer acquisition and engagement, solution sales and cross-sell, persistency and lapse, customer lifetime value, and ecosystem adoption and usage; conduct root-cause analysis and lead corrective action where performance falls short.

Build Asia-wide capabilities, governance, and communities of practice to develop, scale, and continuously improve 360 Solutions and

the digital ecosystem, including fit-for-purpose support for smaller markets.

Key Relationships:

• Reports to: AVP, Head of Asia Marketing Strategy, Customer Solutions/Ecosystems Under Asia Marketing
• Key Stakeholders: Asia Customer Solutions & Ecosystem teams; Regional and Market Marketing, Product, Distribution, Technology, Data and Analytics, Operation

Leadership Competencies:

• Thinks Strategically – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
• Motivates People – Gains people commitment to achieve business objectives through clear communication of the company’s vision and flexing leadership styles to inspire high performance.
• Creates Partnerships – Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
• Seizes Opportunity – Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.
• Grows Talent – Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.

Models our Values – Creates a culture that promotes the company’s values and standards through role modeling, accountability and ownership of decisions.

• Focuses on Customers – Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.
• Drives Results – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.