breakout

Jennifer Fiedler

Service-Learning Manager, Regional Business Service & Implementation, Metlife

Jen Fiedler is the Service-Learning and Business Solutions Manager at MetLife. Her team focuses on training, mentoring, and preparing associates for service delivery while aligning business processes with customer objectives and improving operations. Jen collaborates with various teams to ensure business goals are consistent with the associate and customer experience.With over 16 years of experience at MetLife and a decade of leadership, she has held positions in Underwriting, Implementation, and Account Management. Throughout her tenure, she has demonstrated expertise and applied her experience to contribute to the development of others.Jen resides in the Tampa Bay area with her husband. In her free time, she spends time with family and friends or enjoys outdoor activities such as boating or visiting the beach.

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Sessions

Breakout session

Wed, May 14, 1:30 pm - 2:20 pm MT

The Human Factor: How MetLife’s Service Revolution Put People First

LIFT UP FOR YOUR COMMUNITY

In this session, discover how MetLife transformed a 1,000-person service organization by embracing-human centered culture. Metlife’s Director of Learning & Talent Solutions, Megan Borchers, and Service-Learning and Business Solutions Manager, Jennifer Fiedler, joined by Barry Kirk, Partner at Chapman & Co. Leadership Institute, will share how MetLife shifted beyond traditional performance metrics and empowered its customer service teams, driving double-digit improvements in retention and significantly boosting customer satisfaction.

Through this compelling case study, you’ll learn how prioritizing Truly Human Service – both internally and externally – fostered a lasting cultural shift that elevated both employee engagement and customer experience. Walk away with practical insights on how to scale cultural change while navigating the complexities of a large, established organization.

This session is sponsored by MetLife & Chapman & Co. Leadership Institute.

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Employee Engagement & Experience | Hiring, Retention & Succession Planning | Leadership & Talent Management | Performance & Productivity | Workplace Culture & Innovation

Barry Kirk

Megan Borchers

Jennifer Fiedler

Not your average HR conference

World-class speakers boldly tackling today’s most urgent topics. Personalized content thoughtfully-curated to your role and goals. Next-level networking experiences that connect leaders from all over the world.

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