On MetLife’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time.
The Opportunity
The Metrics, Efficiency & AI Enablement Lead is responsible for driving enterprise performance management, operational excellence, business intelligence, KPI governance, and AI-enabled transformation initiatives across MetLife Jordan. The role serves as a key enabler of data-driven decision making, ensuring that performance metrics, operational insights, governance frameworks, and continuous improvement initiatives support the achievement of business and New Frontier objectives.
This is an exciting opportunity to lead the evolution of how operational performance is measured, managed, and optimized while accelerating the adoption of analytics, automation, and AI across the organization. The successful candidate will work closely with senior leaders to identify opportunities, challenge existing ways of working, and translate data into measurable business outcomes that improve customer experience, efficiency, productivity, and growth.
Key Responsibilities
- Lead enterprise KPI governance, scorecard management, and performance reporting to support business decision-making and operational oversight.
- Develop executive dashboards, analytics, and actionable insights while driving data quality and reporting standards across the organization.
- Drive operational excellence, process improvement, automation, and AI enablement initiatives to improve productivity, efficiency, and customer outcomes.
- Partner with business leaders to identify performance gaps, conduct root cause analyses, and implement sustainable corrective actions.
- Manage transformation benefit realization, governance activities, and continuous improvement programs to support New Frontier strategic priorities.
Required Qualifications
- Bachelor's degree in Industrial Engineering, Business Analytics, Data Science, Information Systems, Statistics, Computer Science, Business Administration, or a related field.
- Minimum 5 years of experience in business intelligence, operational excellence, analytics, performance management, process improvement, or transformation roles.
- Advanced proficiency in Power BI, Microsoft Excel, data visualization, and business analytics tools with the ability to translate complex data into actionable business insights.
- Demonstrated experience leading cross-functional initiatives, influencing stakeholders, and driving measurable business improvements.
- Practical experience using AI-powered tools (e.g., Microsoft Copilot or similar AI solutions) to improve productivity, analytics, reporting, or business processes.
Preferred Qualifications
- Experience within the insurance, financial services, consulting, or shared services sectors.
- Lean Six Sigma Green Belt/Black Belt certification or formal continuous improvement training.
- Experience in Power Platform, Power Automate, robotic process automation (RPA), or low-code development.
- Experience establishing KPI governance frameworks, data governance practices, and benefits realization methodologies.
- Advanced knowledge of AI, automation, predictive analytics, or digital transformation initiatives.
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World’s 25 Best Workplaces™, 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.
As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!
