No experience
Employment Type:
Full time
Job Category:
Customer Service
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Self Service Channels Lead
MetLife | Warwick, Rhode Island
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Job Description

Role Value Proposition: 

This role serves as the leader for the MetLife’s Retail Service Self Service channels utilization. Key focus is to monitor and drive self service solutions adoption/utilization resulting in Retail Service call demand reduction and self-service channels customer experience improvements. 


This role also serves as a leader between the operations, business, IT/App Dev area, ebusiness team, and call flow engineering, helping develop strategy and translating business needs into application software requirements.  This role must ensure the implementation of such capabilities align to and support Retail Service strategic initiatives, and the supporting processes in this area reach optimum effectiveness and efficiency. 


Key Responsibilities:  

  • Drive self-service channels utilization: establish and monitor self-service channels (IVR, online, mobile, etc.) metrics and take corrective actions, lead Adoption/ Utilization campaigns to deliver desired outcomes
  • Optimize self-service channels utilization opportunities to create efficiencies and leverage data aligned with business objectives.  Perform analysis/trending for self-service channels performance.
  • Monitor/ define overall self-service user experience (BAU fixes); manage customer experience/ issues
  • Coordinates with operations, business, IT/App Dev area and e-business team to secure that self-service channels are optimized for the business and operational needs. 
  • Translates senior management vision, develops, drives and communicates the self-servicing strategy, roadmap and business objectives
  • Provides updates to business leadership regarding status of self-service channels utilization
  • Manage self-service processes and knowledge in Retail Service organization (business/ process documentation, service recovery, customer onboarding)
  • Build business cases when relevant and utilize data-based proposals to drive recommendations for prioritization
  • Evangelize - Educate customers/ associates, attend relevant meetings
  • Performs other duties as assigned or required


Essential Business Experience and Technical Skills:


  • 2 or more years of experience analyzing, managing data, establishing and driving metrics in contact center environment
  • Analytical and reporting capabilities, ability to measure impact.In depth understanding of KPIs associated with self-service channels utilization
  • Capable to build business cases issue data-based recommendations
  • Working knowledge of IVR and Telephony systems, ACD and IVR technology, Hands-on exposure to data and telecommunications.
  • High level knowledge of project management and software development life-cycle.
  • Processes / business requirements documentation and presentation capabilities



  • Strong problem resolution skills
  • Commitment to continuous and focused process improvement, ability to manage change
  • Ability to foster and maintain strong relationships with internal and external partners
  • Working knowledge of supported business functions, workflow, systems, and transactions


Business Category

Retail Service


Number of Openings



At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.

About MetLife

MetLife, Inc. is a leading global provider of insurance, annuities and employee benefit programs. Through its subsidiaries and affiliates, MetLife holds leading market positions in the United States, Japan, Latin America, Asia, Europe, the Middle East and Africa.

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