MetLife’s Customer Academy: Building First-Year Success Employee Engagement (Case Study)
- Brandon Hall Group
- Talent Management, Talent Acquisition
MetLife’s Customer Academy: Building First-Year Success Employee Engagement (Case Study)
MetLife transformed their new hire onboarding process through the GCSO Customer Academy, a comprehensive first-year employee engagement program launched in December 2021. The program addresses high voluntary attrition rates through eight key initiatives including centralized equipment distribution, blended learning approaches, and structured mentorship. Since implementation, voluntary attrition decreased from 53% in 2021 to 16.5% in 2023, while employee lifecycle survey scores improved and stabilized. The data-driven program features robust governance structures and continuous feedback mechanisms to ensure sustainable success in employee retention and satisfaction.
MetLife earned a Gold Award for Best New Hire Onboarding Program in the 2024 Brandon Hall Group™ HCM Excellence Awards.®
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