AI-Driven Customer Insights Lead

MetLife; Cary (NC); Hybrid; USD 80,000 - 104,000; Full time

Job summary

MetLife in Cary, NC is seeking a Customer Insights & Measurement Lead to transform data into actionable product insights, bridging customer experience, analytics, and measurement. You’ll drive VoC, cross-channel metrics, and governance across our digital ecosystem while leveraging offshore analytics resources to scale delivery.

This hybrid role requires collaborating with product, technology, and operations teams, defining metrics, and delivering automated dashboards and AI-powered insights that

Qualifications

• 5+ years of experience in Customer Insights, VoC, Experience Analytics, Product Analytics, Customer Experience, or related fields.
• Ability to translate data into executive-level recommendations and compelling narratives with strong stakeholder management.
• Strong analytical thinking, problem-solving, and customer-first mindset with the ability to manage competing priorities in cross-functional environments.
• Ability to apply AI in high-value scenarios to improve effectiveness, quality, and business impact.
• High school diploma or equivalent.

Responsibilities

• Partner with business and product teams to define meaningful success metrics, measure value realization, and evolve a cross‑channel measurement framework.
• Govern measurement standards, taxonomy, and instrumentation practices to ensure consistent, accurate, and scalable data collection.
• Lead the development of automated dashboards, alerts, and AI‑powered insight capabilities that accelerate decision‑making and action.
• Generate actionable customer and journey insights by synthesizing customer feedback, behavioral data, and operational metrics to identify trends, pain points, and improvement opportunities.
• Lead closed‑loop and outer‑loop VoC processes to ensure feedback drives meaningful action, translating customer signals into recommendations that influence product priorities, roadmap decisions, and continuous improvement initiatives.

Skills

VoC analysis

Cross-channel measurement

AI-powered insights

Stakeholder management

Data storytelling

Education

Bachelor's degree

Advanced degree

High school diploma

Tools

Power BI

Job description

MetLife in Cary, NC is seeking a Customer Insights & Measurement Lead to transform data into actionable product insights, bridging customer experience, analytics, and measurement. You’ll drive VoC, cross-channel metrics, and governance across our digital ecosystem while leveraging offshore analytics resources to scale delivery.

This hybrid role requires collaborating with product, technology, and operations teams, defining metrics, and delivering automated dashboards and AI-powered insights that