Metrics, Efficiency & AI Enablement Lead

Job description

Description and Requirements The Team You Will Join 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.