In her new role, Charlotte will be responsible for driving innovation in proposition development to enhance the customer experience. Charlotte will also lead the development and delivery of MetLife UK’s market-leading Value Propositions across its core Individual Protection and Employee Benefits business.

Charlotte will spearhead the design and implementation of products with enhanced customer value, meeting the needs of more customers in historically underserved markets, in addition to implementing MetLife’s customer contact strategy. She will also be responsible for delivering good customer outcomes in line with the Consumer Duty.

Charlotte brings a wealth of knowledge and experience to the role having been immersed in the protection market since joining MetLife in 2008. In Charlotte’s previous role as Head of Communications, UK she delivered the launch and communications strategy for its innovative Funeral Concierge service within Employee Benefits, which was highly commended at the Financial Service Forum Awards this year for ‘Best innovation in product’. More recently, Charlotte co-led the UK brand refresh and was key in the launch plans for the UK’s latest Individual Protection product, ChildShield.   

Dominic Grinstead, Managing Director of MetLife UK said: “Charlotte has an exemplary track record of building our brand and raising our profile externally. We look forward to benefitting from Charlotte’s strategic and creative expertise in this new role at such a pivotal moment for our business. Her insights will be integral to building innovative solutions for our customers ensuring that for every moment, there’s MetLife.”

Lade added: “The challenges facing UK families and businesses today are well documented, and how we protect individuals, households and lifestyles is something I am passionate about. We are making great strides at MetLife to ensure our range of products are not only affordable but also accessible to as many people as possible. I look forward to continuing to drive our plans forward and ensure we are creating innovative solutions that are needed and that work in the moments that matter most to our customers.”