Digital Customer Experience Lead

Job Description

The Digital CX Lead is a pivotal Digital Customer Experience role responsible for shaping and executing the digital content strategy across MetLife's digital ecosystem to enhance customer engagement, transaction success, and satisfaction. This individual will oversee content efficacy, optimisation, and enhancement, ensuring exceptional experience, consistency, and quality across all digital platforms. They will collaborate closely with cross-functional teams to align digital content with overall brand objectives and customer needs. The Digital CX Lead will also analyse performance metrics to refine and optimise content, ensuring it meets the evolving demands of our varied audiences. Responsibilities Manage the day-to-day content and CX functionality of the entire digital ecosystem including the MetLife insurance platform, fund pages, and website. Manage digital tools from third parties such as CSAT tracking, chat bot usability, and analytics. Manage the chat bot content and update/improve as necessary in partnership with IT and Operations. Ensure symmetry and synergy of content across digital ecosystem web, education campuses, insurance platform, and collateral. Write, edit, and proofread content that demonstrates thought leadership, addresses customer challenges, and showcases our products/services' value propositions. Responsible for signing off content and completing the DD processes for Customer and Digital Experience team. Responsible for leveraging MetLife’s AI capabilities to enhance the Customer Experience and sharing best practices in local and global forums. Translate complex product and regulatory information into accessible and engaging content. Monitor digital platform and website performance using analytics tools and regularly report on key metrics across the digital ecosystem, making data-driven adjustments to the content strategy as needed. Collaborate with the wider marketing team and contribute to overall strategy planning and execution. Develop content strategy for educational campuses and support in the development of campaign landing pages. Liaise with relevant stakeholders to manage platforms functionality, including IT releases, issues with quote lines, errors, bugs. Work closely with our regional counterparts to leverage expertise and share best practices. Champion and lead UX/CX in digital platforms, ensuring all projects are scoped/built in accordance with a usability/UX framework. Deliver PIRs and presentations around each key test/initiative/campaign across MetLife. Ensure all pages/sites are correctly tracked and tagged, and built within best practice guidelines. Work closely with the data and insights resource to ensure effective storytelling through data and insights. Qualifications 5+ years of experience in complex copywriting, content strategy, and/or creative strategy. A strong understanding of B2B communication is desirable. First-rate copywriting skills, especially dealing with complex subject matter. Excellent communication (written and verbal) and interpersonal skills with the ability to build strong relationships. Experience in using web content management systems and an understanding of web and database infrastructure. High proficiency in Microsoft Office suite. Strong attention to detail and the ability to work accurately under pressure. Strong analytical and problem-solving abilities. Proven ability to autonomously work well with stakeholders. Experience in a relevant field such as technical writing, copywriting, marketing communications, or journalism. Thorough understanding of managing the development of websites and mobile sites. Ability to generate visual representations of sitemaps and wireframes. The desire to positively contribute to shaping organisational culture and be part of a diverse team. Key Business Relationships External business partners Regional/Asia and Global Teams Benefits We Offer When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social, and financial health. We offer life insurance benefits, generous paid parental leave, market-leading menopause and fertility leave, car leasing, and more, as well as an Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave, and study assistance. About MetLife Recognised on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World’s 25 Best Workplaces for 2024, as well as the Diversity Council of Australia Inclusive Employer Award 2023-2024, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits, and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. #J-18808-Ljbffr