MassMutual
Director of Customer Insights & Experience Analytics
MassMutual, Hartford, Connecticut, us, 06112
The Opportunity:
The
Director of Customer Insights & Experience Analytics
spearheads the comprehensive strategy for advisor and client/customer experience insights across the organization. This pivotal role oversees the Voice of Customer (VOC) program, transforming feedback into actionable intelligence to enhance satisfaction, retention, and operational performance. Collaborating with teams in Operations, Technology, Marketing, and Corporate Strategy, this leader merges experience feedback with operational metrics to provide a holistic view of the advisor and client/customer journey across various touchpoints. They also manage a team of technical and strategic experts focused on research, analysis, and reporting, equipping decision-makers with insights that foster exceptional experiences. This role sets the vision for omnichannel experience analytics, strengthens feedback loops, and cultivates a community of practice dedicated to experience excellence. It includes high-level reporting and close collaboration with the Head of BI, Reporting & Analytics to ensure consistency in tools, dashboards, and governance. The Team Join a dynamic, purpose-driven leadership team at the core of Advisor/Client Experience & Business Excellence - where curiosity meets strategy and insights drive transformation. This team combines Journey Mapping, Experience Strategy, VOC & Experience Analytics, Continuous Improvement, and Business Architecture to create a center of experience innovation. We thrive on tackling complex challenges, supporting one another, and pushing boundaries to enhance both customer and advisor journeys. In close partnership with Corporate Insights and Marketing, we convert data into action and ideas into impactful outcomes that benefit the entire enterprise. The Impact The
Director of Customer Insights & Experience Analytics
should possess a deep understanding of using omnichannel data analysis, customer experience metrics (e.g., NPS, CSAT, Ease), predictive analytics, and business metrics. You must be able to inspire employees at all levels to utilize insights inclusively; think strategically across the business; initiate and lead strategic efforts to enhance experiences; engage with and influence senior business leaders as well as frontline employees; drive organizational change; identify value-added opportunities; showcase strong financial acumen and analytical skills; and successfully guide teams to complete projects effectively, regularly communicating progress and performance at all organizational levels. Key Responsibilities Strategy & Program Enhancement -
Lead and develop the VOC & Experience Analytics framework for MassMutual Operations through a multi-year strategy focused on advancing program maturity and team capabilities. Clearly define roles and responsibilities, share progress across the organization, and elevate the VOC program to best-in-class standards by creating and scaling a multi-channel listening ecosystem. This includes transactional survey design, complaint management, omnichannel listening, digital sentiment analysis, CES, CSAT, and focus groups to enrich insights across the advisor and client/customer journey. Experience Analytics Program Management -
Oversee the collection, transformation, analysis, and reporting of advisor and client/customer experience data to unveil trends and actionable insights. Develop dashboards and scorecards that connect experience metrics to tangible business outcomes. Use empirical, statistical predictive and prescriptive analytics to pinpoint at-risk segments, churn drivers, and growth opportunities. Supervise the development and finalization of text and voice analytics models to enhance understanding of experience drivers and strengthen the strategic impact of the VOC & Experience Analytics program, including the use of VOC AI/GenAI tools. Value Creation and Integration -
Collaborate across the Operations organization and the Enterprise to drive significant value through VOC insights and recommendations. Partnering with other analytics and experience teams, take ownership of delivering and integrating insights that propel the business forward, ensuring advisor and client experiences are central to prioritization efforts. Alignment -
Ensure the VOC initiatives align with enterprise and operations strategy, supporting the organization’s financial and market goals. Govern closed-loop feedback processes to ensure advisors and clients/customers see actionable results from their feedback. Leading People and Teams -
Build, lead, and nurture a high-performing, diverse, and inclusive team of analytics professionals and strategic consultants. Inspire the team through a culture of collaboration, clarity, agility, and continuous improvement, ensuring that roles are clearly defined and aimed at elevating the advisor and client/customer experience. Responsible Insights & Risk Oversight -
In cooperation with Compliance, AI Governance, and Risk Mitigation, proactively identify and mitigate risks within data collection and feedback processes. Serve as a thought leader in advisor and client/customer centricity, benchmarking VOC practices against industry standards and regulatory expectations to ensure responsible, insight-driven program execution. AI Enablement & Continuous Learning Mindset -
Utilize digital tools, AI, and platforms to analyze data effectively, streamline processes, and enhance decision-making. Stay curious and informed about emerging technologies and trends to advise teams on digital transformation opportunities while remaining agile in response to changing business and industry needs. Minimum Qualifications: Bachelor's degree in business, statistics, economics, data science, or a related field - or equivalent experience. 10+ years of experience in customer insights, experience analytics, or data strategy, focusing on systems thinking, with 5+ years in leadership roles that enhance customer experiences. Expertise in merging qualitative feedback with quantitative analytics for a comprehensive view of customer experience. Experience using VOC platforms and advanced analytics tools (e.g., Forsta, Medallia, Qualtrics), along with data visualization platforms. Strong written and verbal communication skills, adept at crafting clear, compelling narratives and presenting complex topics in an accessible manner for executives and stakeholders. Demonstrated organizational and problem-solving abilities, with strengths in issue resolution, stakeholder management, strategic thinking, attention to detail, and influencing outcomes with a proactive mindset. Authorized to work in the U.S. Ideal Qualifications: Experience in the insurance or financial services sector, particularly in transforming customer experiences using modern technology and AI. Advanced degree or credential (e.g., MBA, Analytics) with expertise in statistical analysis and testing methodologies. Familiarity with customer engagement platforms (e.g., Genesys, Verint, NICE) and CRM systems (e.g., Salesforce, ServiceNow), with an organizational systems perspective. Strong technical skills in data taxonomy, schema design, and documentation using platforms like GitHub, Confluence, RStudio, or Python. Proven application of continuous improvement methodologies such as Lean and Six Sigma to drive operational excellence. MassMutual is an equal employment opportunity employer. We encourage all qualified individuals to apply. If you require accommodations to complete the application process, please contact us and specify the assistance you need.
Director of Customer Insights & Experience Analytics
spearheads the comprehensive strategy for advisor and client/customer experience insights across the organization. This pivotal role oversees the Voice of Customer (VOC) program, transforming feedback into actionable intelligence to enhance satisfaction, retention, and operational performance. Collaborating with teams in Operations, Technology, Marketing, and Corporate Strategy, this leader merges experience feedback with operational metrics to provide a holistic view of the advisor and client/customer journey across various touchpoints. They also manage a team of technical and strategic experts focused on research, analysis, and reporting, equipping decision-makers with insights that foster exceptional experiences. This role sets the vision for omnichannel experience analytics, strengthens feedback loops, and cultivates a community of practice dedicated to experience excellence. It includes high-level reporting and close collaboration with the Head of BI, Reporting & Analytics to ensure consistency in tools, dashboards, and governance. The Team Join a dynamic, purpose-driven leadership team at the core of Advisor/Client Experience & Business Excellence - where curiosity meets strategy and insights drive transformation. This team combines Journey Mapping, Experience Strategy, VOC & Experience Analytics, Continuous Improvement, and Business Architecture to create a center of experience innovation. We thrive on tackling complex challenges, supporting one another, and pushing boundaries to enhance both customer and advisor journeys. In close partnership with Corporate Insights and Marketing, we convert data into action and ideas into impactful outcomes that benefit the entire enterprise. The Impact The
Director of Customer Insights & Experience Analytics
should possess a deep understanding of using omnichannel data analysis, customer experience metrics (e.g., NPS, CSAT, Ease), predictive analytics, and business metrics. You must be able to inspire employees at all levels to utilize insights inclusively; think strategically across the business; initiate and lead strategic efforts to enhance experiences; engage with and influence senior business leaders as well as frontline employees; drive organizational change; identify value-added opportunities; showcase strong financial acumen and analytical skills; and successfully guide teams to complete projects effectively, regularly communicating progress and performance at all organizational levels. Key Responsibilities Strategy & Program Enhancement -
Lead and develop the VOC & Experience Analytics framework for MassMutual Operations through a multi-year strategy focused on advancing program maturity and team capabilities. Clearly define roles and responsibilities, share progress across the organization, and elevate the VOC program to best-in-class standards by creating and scaling a multi-channel listening ecosystem. This includes transactional survey design, complaint management, omnichannel listening, digital sentiment analysis, CES, CSAT, and focus groups to enrich insights across the advisor and client/customer journey. Experience Analytics Program Management -
Oversee the collection, transformation, analysis, and reporting of advisor and client/customer experience data to unveil trends and actionable insights. Develop dashboards and scorecards that connect experience metrics to tangible business outcomes. Use empirical, statistical predictive and prescriptive analytics to pinpoint at-risk segments, churn drivers, and growth opportunities. Supervise the development and finalization of text and voice analytics models to enhance understanding of experience drivers and strengthen the strategic impact of the VOC & Experience Analytics program, including the use of VOC AI/GenAI tools. Value Creation and Integration -
Collaborate across the Operations organization and the Enterprise to drive significant value through VOC insights and recommendations. Partnering with other analytics and experience teams, take ownership of delivering and integrating insights that propel the business forward, ensuring advisor and client experiences are central to prioritization efforts. Alignment -
Ensure the VOC initiatives align with enterprise and operations strategy, supporting the organization’s financial and market goals. Govern closed-loop feedback processes to ensure advisors and clients/customers see actionable results from their feedback. Leading People and Teams -
Build, lead, and nurture a high-performing, diverse, and inclusive team of analytics professionals and strategic consultants. Inspire the team through a culture of collaboration, clarity, agility, and continuous improvement, ensuring that roles are clearly defined and aimed at elevating the advisor and client/customer experience. Responsible Insights & Risk Oversight -
In cooperation with Compliance, AI Governance, and Risk Mitigation, proactively identify and mitigate risks within data collection and feedback processes. Serve as a thought leader in advisor and client/customer centricity, benchmarking VOC practices against industry standards and regulatory expectations to ensure responsible, insight-driven program execution. AI Enablement & Continuous Learning Mindset -
Utilize digital tools, AI, and platforms to analyze data effectively, streamline processes, and enhance decision-making. Stay curious and informed about emerging technologies and trends to advise teams on digital transformation opportunities while remaining agile in response to changing business and industry needs. Minimum Qualifications: Bachelor's degree in business, statistics, economics, data science, or a related field - or equivalent experience. 10+ years of experience in customer insights, experience analytics, or data strategy, focusing on systems thinking, with 5+ years in leadership roles that enhance customer experiences. Expertise in merging qualitative feedback with quantitative analytics for a comprehensive view of customer experience. Experience using VOC platforms and advanced analytics tools (e.g., Forsta, Medallia, Qualtrics), along with data visualization platforms. Strong written and verbal communication skills, adept at crafting clear, compelling narratives and presenting complex topics in an accessible manner for executives and stakeholders. Demonstrated organizational and problem-solving abilities, with strengths in issue resolution, stakeholder management, strategic thinking, attention to detail, and influencing outcomes with a proactive mindset. Authorized to work in the U.S. Ideal Qualifications: Experience in the insurance or financial services sector, particularly in transforming customer experiences using modern technology and AI. Advanced degree or credential (e.g., MBA, Analytics) with expertise in statistical analysis and testing methodologies. Familiarity with customer engagement platforms (e.g., Genesys, Verint, NICE) and CRM systems (e.g., Salesforce, ServiceNow), with an organizational systems perspective. Strong technical skills in data taxonomy, schema design, and documentation using platforms like GitHub, Confluence, RStudio, or Python. Proven application of continuous improvement methodologies such as Lean and Six Sigma to drive operational excellence. MassMutual is an equal employment opportunity employer. We encourage all qualified individuals to apply. If you require accommodations to complete the application process, please contact us and specify the assistance you need.