Mobile Center of Excellence
Led global consumer mobile app portfolio across 7 regions
My Role
Led product strategy for MetLife's consumer mobile app portfolio across Japan, Chile, Mexico, Brazil, Gulf Middle East, Egypt, and Expat markets. Owned roadmap prioritization, feature delivery, and success metrics for apps serving millions of policyholders globally.
What I Led
- Consumer App Strategy — Defined product strategy for claims management, policy management, provider search, ID cards, premium payment and in-app support across 7 regions
- Offline & Security — Owned offline-first and security architecture, delivering HIPAA/GDPR-compliant storage and Face ID across all regions
- Portfolio Governance — Owned KPI dashboards, prioritization framework, and roadmap visibility for regional stakeholders
Results
| Metric | Impact |
|---|---|
| Claim completion | +35% |
| Support calls | 58% reduction |
How I Led This
- Introduced RICE scoring model to shift prioritization from opinion-based to data-driven, securing CPO buy-in
- Made strategic trade-off to prioritize offline functionality over visible UI updates, based on cross-region user feedback patterns
- Owned compliance strategy with Legal and Security, ensuring HIPAA/GDPR alignment for offline data across all markets
- Defined success metrics framework adopted globally, giving regional leaders visibility into app health and priorities