Senior Manager, Customer Experience Design

Description and Requirements

Position Title:  Senior Manager, Customer Experience Design

Department / Functional Area: Regional Marketing

Reports to: CoE Customer Experience Design Lead

Work Location: KL, Malaysia

Geographical Responsibilities: Across Asia

The Company

MetLife (NYSE: MET), through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife serves approximately 100 million customers, has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe, and the Middle East. MetLife has an employee population of approximately 45,000 and is ranked #60 on the Fortune 500 list for 2024.   MetLife is intentionally cultivating a purpose-driven and inclusive culture that values and builds a diversity of talent to innovate for today, tomorrow and the future—so that the company can continue to deliver on its promise: “Always with you, building a more confident future.”

**Roles
**The Senior Manager, Customer Experience Designer plays a pivotal role in shaping regional UX standards across nine markets. This role supports markets both directly and indirectly in delivering best-in-class digital experiences through a data- and insight-driven design approach.

Responsibilities

Design (70%)

· Standardize user flows for implementation across multiple markets with minimal modifications by understanding local requirements and aligning regional and market needs

· Lead optimization of assigned user flows to achieve measurement targets

· Proactively engage CX Analysts and leverage data to resolve issues efficiently

· Plan and conduct user testing to ensure UX solutions meet regional standards

· Oversee UX quality in production builds for implementation projects, collaborating with local and regional IT to ensure alignment with design specifications

· Support creation of regional design assets—components, templates, and flows—based on the design system

· Continuously provide recommendations to improve the design system and maintain best-in-class quality

Management (30%)

· Plan design activities for assigned projects, align delivery schedules with stakeholders, and ensure timely completion of expected outputs

· Manage in-house and vendor designers when necessary, ensuring on-time delivery that meets quality standards

· Continuously improve workflows within CX and enhance collaboration with IT and business teams

Knowledge, skills, and experiences

Minimum Job Requirements

· Bachelor’s or master’s degree in related fields or equivalent experiences

· 8+ years of hands-on experiences in UI/UX design for large app and website developments

Knowledge, skills, and experiences

· Experienced in creating end-to-end customer journeys, integrating multiple touchpoints across diverse channels

· Extensive hands-on background in UI and UX design with strong knowledge of UX disciplines, including research and writing

· Strategic thinker focused on maximizing ROI for the Regional Office

· Able to strike an optimal balance between logical structure and aesthetic appeal in design

· Deep understanding of the full lifecycle of digital product development

· Proficient in industry-standard tools and platforms

· Well-versed in current CX trends, methodologies, and technologies including AI

· Strong grasp of market-specific customer preferences across geographies

· Experience in financial services is a plus

Communication requirements

· Excellent verbal and written communication skills in English

· Clear, persuasive presentation abilities

· Strong negotiation skills to build consensus while upholding CX objectives

· Regular interaction with CoE CX Design Lead, regional and local business leads, product owners, business analysts, developers, and UX professionals across markets and vendors

Other aspects

· A self-starter who navigates challenging and ambiguous situations by conducting independent research and engaging with the right stakeholders

· Willing to go the extra mile under pressure to deliver high-quality outcomes

· Persistent and proactive in achieving goals

· Committed to building best-in-class UI/UX

· Organized yet adaptable, capable of managing multiple tasks across varying levels

· Open to experimenting with new ideas and approaches

· Positive attitude toward challenging situations

· Balanced focus on both detail and strategic vision

· Comfortable operating within a corporate environment

Additional information

Performance measurements

· OKR achievement for the year

· Positive feedback from customers and stakeholders

· CX measurements’ scores

· Other mutually agreed measurements