Customer Experience Strategy Lead Emea

The purpose of the role:

The Customer Experience Strategy Lead – EMEA will play a pivotal role in shaping and embedding a best-in-class approach to experience strategy across the region. This role has two primary dimensions:

1. Embedded Insurance & Partner Advisory

Act as a strategic advisor on regional embedded insurance initiatives, helping partners (e.g., banks, platforms, ecosystems) design customer experiences that:

•            Deliver clear business and commercial value

•            Enhance customer engagement, conversion, and retention

•            Seamlessly integrate insurance into partner journeys

2. EMEA Market Experience Strategy Leadership

Support priority in-market initiatives by bringing structured experience strategy approaches to large-scale programs where customer experience is a critical success factor.

The role will combine strategic thinking, customer-centric design, and commercial acumen, acting as a bridge between business, marketing, product, and partner teams.

Key Responsibilities

1. Experience Strategy for Embedded Insurance & Partnerships

•            Partner with regional and market teams to design and advise on experience strategies for embedded insurance propositions;

•            Translate partner ecosystems, journeys, and business models into clear experience opportunities and solutions;

•            Identify value creation levers (e.g., conversion, engagement, customer lifetime value) through improved experience design;

•            Ensure experiences are simple, intuitive, and integrated within partner journeys (digital and non-digital);

2. End-to-End Journey Design & Optimization

•            Lead end-to-end experience discovery and mapping across priority EMEA journeys (customer, distributor, partner);

•            Identify opportunities to: 

o            Simplify complex journeys;

o            Improve consistency across touchpoints;

o            Remove friction and non-value-adding interactions;

o            Address unmet or underserved customer needs;

•            Define future-state journey visions aligned to business strategy and market realities;

3. Strategic Advisory to Markets

•            Act as a trusted advisor to EMEA markets on experience strategy in key transformation programs;

•            Support local teams in applying structured CX methodologies while adapting to market maturity and context;

•            Bring an external perspective and best practices to elevate in-market thinking and execution;

4. Development of Scalable Experience Frameworks

•            Define and embed EMEA-wide experience principles, frameworks, and service patterns;

•            Establish a clear "what good looks like" for key journeys (e.g., onboarding, claims, partner integration);

•            Ensure outputs are scalable, reusable, and adaptable across markets and partners;

5. Roadmapping & Value Delivery

•            Develop and maintain experience opportunity backlogs and roadmaps;

•            Align experience initiatives with: 

o            Market business priorities;

o            Embedded insurance pipelines;

o            Product and distribution strategies;

•            Prioritize initiatives based on commercial value and feasibility;

6. Insight & Measurement

•            Leverage customer, partner, and market insights to inform strategic decisions;

•            Define and track experience and business KPIs (e.g., NPS, CES, conversion, retention);

•            Use data to continuously refine and optimize experience strategies;

7. Stakeholder Alignment & Influence

•            Bring together cross-functional stakeholders (Marketing, Product, Distribution, Markets, Partners) to create shared understanding and alignment;

•            Use compelling storytelling and visualization to communicate experience strategies and future-state journeys;

•            Build consensus in a highly matrixed, multi-market environment;

8. Capability Building Across EMEA

•            Contribute to building experience strategy capability across the region;

•            Coach and guide market teams on tools, methodologies, and best practices;

•            Promote a customer-centric mindset and elevate experience-led thinking across MetLife. 

Profile & Experience:

•            8–12 years of experience in experience strategy, service design, management consulting, or related fields;

•            Strong track record of working on complex, multi-market or cross-functional programs;

•            Experience in financial services, insurance, or regulated industries preferred;

•            Demonstrated ability to: 

-Translate business strategy into actionable experience solutions;

-Work across strategy, design, and delivery;

-Influence senior stakeholders without direct authority;

•            Strong commercial mindset with ability to link experience improvements to business outcomes;

•            Experience working with or advising on partnerships/ embedded propositions (advantage);

•            Ability to operate effectively in a matrixed, multicultural EMEA environment.

Capabilities & Personal attributes:

•            Customer journey mapping and service design;

•            Experience strategy development and storytelling;

•            Stakeholder engagement and facilitation;

•            Data-informed decision making;

•            Strategic thinking with execution focus;

•            Entrepreneurial and proactive mindset;

•            Strong collaboration and relationship-building skills;

•            Comfortable with ambiguity and able to bring structure to complex challenges;

•            Passion for improving customer and partner experiences;

•            Ability to balance regional consistency with local market flexibility.