AI Senior Lead Business Systems Analyst Full-time

Description and Requirements

Role Value Proposition:

MetLife Data & Analytics organization is the team of expert analysts and technologists responsible for building big data platforms and data services with innovative technologies to enable MetLife businesses to generate insights, and value to its customers. The team is the center of excellence in data engineering in MetLife and plays a key role in data enablement through multiple data stores, supporting different kind of analytical use cases to be able to derive predictive, prescriptive, and descriptive insights.

The BSA (data analyst) serves as the data expert and acts as the backbone to the analytics life cycle, responsible for requirement gathering and solutioning. The individual will collaborate with all the stakeholders of the project (technical leads, build team, project managers and business/operations teams) in building data enablement solutions across different LOBs and use cases.

Key Responsibilities:
• Work with business/data scientists to translate given business problem into analytical solution with defined outcomes.
• Understand the true problem statement/requirements of the business and be able to propose multiple solution options.
• Work with IT, business, and architects to develop and design requirements to formulate technical design.
• Skills to understand the right functional domain knowledge of the business to be able to gather right requirements for the design.
• Identify and document customer friction points and underutilized opportunities in voice- and/or chat-enabled self-service channels.
• Quantify opportunities that will evolve into new features and improved experiences.
• Work with our Conversational Designers to develop customer friendly, conversational flows to guide customers to relevant answers and self-service options.
• Evaluate existing capabilities and various workflow automation into the conversational experience to enable customers for self-service.
• Assist with the development and improvement of the Conversational NLU model.
• Work with partners to incorporate new features to support corporate initiatives.
• Lead the team, including stakeholders, spread across the globe in driving the delivery of projects.
• Lead/mentor other analysts within the team and/or organization.

Required Skills/Knowledge :
• Bachelor’s degree in computer science, Engineering, or related discipline.
• 7+ years of solutions development experience, including 5+ years in data management/engineering organization.
• Proficiency in SQLs and data exploratory tools.
• Extensive experience writing functional requirements and high-level design documents, data-flow diagrams, etc.
• Extensive data analysis and profiling skills. Strong analytical skills related to working with unstructured datasets.
• Experience with conversational flow design in Azure OpenAI or similar platforms.
• Experience in training and tuning of Natural Language Understanding (NLU) models .
• Knowledge on LLM or SLM models
• Experience with analyzing the performance of automated self-service platforms based on statistical analysis and bulk session analysis to identify improvement opportunities.
• Experience with producing performance reports to track KPIs.
• Experience with productivity suites: Microsoft, Google, etc.
• Demonstrate experience in articulating, negotiating, and refining design solutions with partners.
• Strong abilities in sketching, mocking up, and evaluating interaction designs .
• Experience in a customer service or a contact center environment.
• Comfort operating in global environments across cultures, locations, and time zones.
• Excellent communication skills, both written and verbal.
• Strong leadership and negotiation skills.

Preferred :
• Experience working on DataLake using BigData & Azure ecosystems.
• Strong background or working experience in Insurance Industry.
• Ability to interact with senior leadership teams in IT and business.

Benefits We Offer

Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!

About MetLife
Recognized on Fortune magazine’s list of the 2023 “World’s Most Admired Companies” as well as the 2023 Fortune 100 Best Companies to Work For ®, 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.

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 empathy, we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible . Join us!

Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.