PMA Digital Cust Engagement Capabilities

The Customer Engagement Product Management Associate (PMA) is responsible for defining and delivering priorities aligned with business and operations expectations pertaining to our Digital Customer Engagement Strategy. You support and act on behalf of the Product Manager and Product Owner by:

• breaking down the vision and high-level ideas into actionable features and user stories by defining benefits brought to the end user, and ultimately the business value;
• refine descriptions and benefit hypothesis to ensure the proposed outcomes align with the customer strategy and user experience;
• align around an understanding of customer needs and how they interact with MetLife’s product and market vision to deliver specific and defined solutions;
• bridge relationships between tech, business and servicing to drive rapid delivery for customers;

The PMA is a strategic thinker who leverages business and operational knowledge to conduct consultative interactions across the organization. You understand the Objectives and Key Results (OKRs) that the business is trying to accomplish and ensure the work you prioritize & deliver will achieve those targeted results. Leveraging project management and relationship management skills, you bring the right partners to the table from technology, product, business, operations, and other areas, and ensure the timelines for gathering and delivery of the details are met. Being more of a specialist or technical expert, you might also complete configurations within different applications to enable new products, customer setups, and other changes.

As an PMA, you partner directly with the Product Owner, and full agile team, gaining a deep understanding of the vertical end-to-end solution and the horizontal implications across the full experience. You proactively identify and address risks, being empowered to drive the right conversations and the right work.

We’re seeking a highly skilled and motivated individual to lead the development, execution, and optimization of our digital communication campaigns. This role is critical to our mission of creating personalized, data-driven communications that engage, educate, and convert our customers to utilize our digital servicing offerings across channels and products. You will be responsible for implementing and optimizing digital servicing campaigns that drive customer engagement and retention. You’ll leverage automation tools to orchestrate complex workflows, segment audiences, and ensure timely, relevant messaging at scale. This is a high-impact role where you will collaborate with cross-functional teams to ensure that our communications strategy (email, SMS, etc.) is aligned with overall business goals and objectives.

Preferred experience: Group Benefits, claims and/or digital experience highly desired.

Key Responsibilities:

• Email Campaign Strategy & Execution:
  Build and execute data-driven email campaigns, including promotional emails, triggered emails, lifecycle emails, and transactional messaging.
• Marketing Automation:
  Manage and optimize marketing automation platforms to create personalized, dynamic content and workflows that nurture customers throughout their journey.
• Campaign Orchestration:
  Lead the orchestration of multi-channel campaigns, ensuring that email communications are integrated with other marketing touchpoints (SMS, web, mobile app, IVR, etc.) to create cohesive customer journeys.
• Audience Segmentation & Targeting:
  Use customer data to create precise audience segments and ensure messages are tailored to the right customer at the right time for maximum impact.
• Performance Tracking & Optimization:
  Monitor campaign performance, analyze metrics (open rates, click-through rates, conversion rates, etc.), and optimize campaigns based on data insights to improve ROI.
• A/B Testing & Continuous Improvement:
  Conduct A/B tests to optimize email content, design, subject lines, and send times. Continuously improve strategies based on test results and industry best practices.
• Cross-Functional Collaboration:
  Work closely with product teams to align email campaigns with broader product launches and digital enhancements.
• Compliance & Best Practices:
  Ensure compliance with email marketing laws and regulations (e.g., GDPR, CAN-SPAM, etc.) and adhere to email deliverability best practices.

Qualifications:

• Experience:
  3 years of experience in email marketing, automation, and campaign management, with a proven track record of driving results through email and lifecycle campaigns.
• Tools & Platforms:
  Expertise in marketing automation platforms (e.g., HubSpot, Marketo, Salesforce Marketing Cloud, Klaviyo, etc.) and email testing/optimization tools.
• Analytical Skills:
  Strong ability to analyze data and campaign performance to derive insights and make data-driven decisions.
• Technical Skills:
  Familiarity with HTML/CSS for email customization, along with understanding of email deliverability, segmentation, and list management best practices.
• Project Management:
  Ability to manage multiple projects simultaneously, ensuring timely execution and alignment with company goals.
• Creativity & Problem-Solving:
  Ability to think outside the box to develop creative solutions and improve customer experiences through email marketing.
• Communication:
  Strong verbal and written communication skills, with an eye for detail and a passion for creating compelling email content.

Preferred Qualifications:

• Bachelor’s degree in Marketing, Communications, or a related field.
• Certification in email marketing (e.g., HubSpot Email Marketing Certification, Marketo Certified Expert, etc.) is a plus.
• Experience with advanced segmentation strategies, dynamic content, and predictive analytics.