VoC Insights Lead: AI-Driven Cross-Channel Analytics

MetLif; Cary (NC); On-site; USD 110,000 - 160,000; Full time

Job summary

MetLife’s Group Benefits team seeks a Customer Insights & Measurement Lead to transform customer, behavioral, and operational data into actionable insights that drive product strategy and experience improvements. You will lead VoC analysis, advance cross-channel measurement capabilities, and scale insight delivery through automation.

Leveraging offshore analytics resources, you will focus on insight generation, governance, and action, bridging customer experience, product strategy, analytics,

Qualifications

• 5+ years of experience in Customer Insights, Voice of Customer (VoC), Experience Analytics, Product Analytics, Customer Experience, or related fields.
• Proven ability to leverage customer, behavioral, and operational data to generate actionable business insights.
• Proven ability to translate complex data into executive-level recommendations and compelling narratives, with strong stakeholder management and communication skills and the ability to influence decisions across Product, Technology, Operations, and Business teams.
• Strong analytical thinking, problem‑solving skills, and customer‑first mindset with a demonstrated ability to manage competing priorities and work effectively in cross‑functional environments.
• Ability to apply AI in high value scenarios to improve effectiveness, quality, and business impact, while structuring work to combine AI with subject matter expertise.
• 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 connecting customer sentiment, engagement, operational performance, and business outcomes.
• Govern measurement standards, taxonomy, and instrumentation practices to ensure consistent, accurate, and scalable data collection across the organization.
• 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 analytics

Executive storytelling

Stakeholder management

Cross-functional collaboration

Data-driven decision making

AI in analytics

Analytical thinking

Education

High school diploma

Bachelor's degree

Job description

MetLife’s Group Benefits team seeks a Customer Insights & Measurement Lead to transform customer, behavioral, and operational data into actionable insights that drive product strategy and experience improvements. You will lead VoC analysis, advance cross-channel measurement capabilities, and scale insight delivery through automation.

Leveraging offshore analytics resources, you will focus on insight generation, governance, and action, bridging customer experience, product strategy, analytics,