Customer Solutions & Digital Ecosystem Lead

MetLife; Kuala Lumpur; On-site; MYR 350,000 - 700,000; Full time

Job summary

MetLife seeks a senior leader to guide the Asia 360 Solutions Strategy and Roadmap, driving integrated regional plans across health, future, and business solutions and a scalable digital ecosystem.

You will align products, services, and experiences with market needs, lead cross-functional teams, and govern milestones and risk decisions with regional and global stakeholders.

Qualifications

• Proven experience leading regional strategy initiatives in a global company.
• Track record of delivering multi-year roadmaps and measurable business impact.
• Ability to align product, digital, marketing, distribution and operations teams.

Responsibilities

• Lead the Asia roadmap to develop, launch, scale, and enhance 360Health, 360Future, and 360Business solutions.
• Drive the regional digital ecosystem strategy and partner management across Asia.
• Define and track performance targets for the 360 portfolio and ecosystem.
• Build Asia-wide capabilities, governance, and communities of practice.

Skills

Strategic thinking

Leadership

Partnerships

Performance measurement

Governance

Ecosystem strategy

Cross-functional collaboration

Job description

Lead the Asia 360 Solutions Strategy and Roadmap

• Establish and manage an integrated Asia roadmap to develop, launch, scale, and continuously enhance 360Health, 360Future, and 360Business solutions and their supporting digital ecosystem.
• Lead the development of differentiated propositions across products, value-added services, and personalized experiences, adapting the portfolio to customer, distributor, and market needs.
• 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.
• Drive market activation and customer engagement programs that accelerate acquisition, engagement, solution sales, cross-sell, and retention across Asia.
• 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

• Define the regional digital ecosystem strategy and target experience required to deliver the customer value propositions of 360Health, 360Future, and 360Business consistently across Asia.
• 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.
• Identify and mobilize the capabilities needed to scale the ecosystem, including experience design, data and analytics, personalization, platform integration, partner management, and performance optimization.
• 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

• 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.
• 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.