**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 Journey Expert is responsible for driving end-to-end optimization of external customer journeys—identifying friction, advancing AI-enabled solutions, and delivering scalable, enterprise improvements that elevate how we serve customers in the moments that matter most—across MetLife’s U.S. Group Customer Ser...