About this role
About the Role
The Experience Strategy Lead – EMEA will play a pivotal role in shaping and embedding a best-in-class approach to experience strategy across the region. The role combines strategic thinking, customer-centric design, and commercial acumen to bridge business, marketing, product, and partner teams, with two primary dimensions: Embedded Insurance & Partner Advisory and EMEA Market Experience Strategy Leadership. What You'll Do
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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); ensure experiences are simple, intuitive, and integrated within partner journeys (digital and non-digital).
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End-to-End Journey Design & Optimization: Lead end-to-end experience discovery and mapping across priority EMEA journeys (customer, distributor, partner); identify opportunities to simplify complex journeys; improve consistency across touchpoints; remove friction and non-value-adding interactions; address unmet or underserved customer needs; define future-state journey visions aligned to business strategy and market realities.
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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.
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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.
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Roadmapping & Value Delivery: Develop and maintain experience opportunity backlogs and roadmaps; align experience initiatives with market business priorities, embedded insurance pipelines, product and distribution strategies; prioritize initiatives based on commercial value and feasibility.
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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.
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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.
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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. What We're Looking For
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8–12 years of experience in experience strategy, service design, management consulting, or related fields.
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Strong track record of working on complex, multi-market or cross-functional programs.
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Experience in financial services, insurance, or regulated industries preferred.
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Demonstrated ability to translate business strategy into actionable experience solutions; work across strategy, design, and delivery; influence senior stakeholders without direct authority.
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Strong commercial mindset with ability to link experience improvements to business outcomes.
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Experience working with or advising on partnerships/ embedded propositions (advantage).
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Ability to operate effectively in a matrixed, multicultural EMEA environment. Nice to Have
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Experience working with embedded propositions (insurance/partnerships) would be advantageous.