MassMutual
Head of Voice of Customer & Experience Analytics
MassMutual, Hartford, Connecticut, us, 06112
Head of Voice of Customer & Experience Analytics
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Overview This role leads the organization-wide strategy for advisor and client/customer experience insights. The Head of Voice of Customer & Experience Analytics oversees the VOC program, transforming feedback into actionable intelligence across the value chain. By advancing experience analytics capabilities and data‑driven influence, this leader drives measurable improvements in satisfaction, retention, and operational performance.
Partnering across Operations, Technology, Marketing, Corporate Strategy, and more, the leader integrates experience feedback with operational metrics to deliver a unified view of the advisor and client/customer journey—across digital and non‑digital touchpoints. They also lead a team of technical and strategic experts focused on research, analysis, and reporting, empowering decision‑makers with insights that shape first‑in‑class experiences. The role sets the vision for omnichannel experience analytics, strengthens feedback loops, and builds a community of practice that champions experience excellence. It includes executive‑level reporting and close collaboration with the Head of BI, Reporting & Analytics to ensure consistency in tools, dashboards, and governance.
The Team The team at the heart of Advisor/Client Experience & Business Excellence brings together Journey Mapping, Experience Strategy, VOC & Experience Analytics, Continuous Improvement, and Business Architecture to create a powerhouse of experience innovation. In partnership with Corporate Insights and Marketing, the team turns data into action and ideas into impact—driving enterprise‑wide improvements that matter.
Impact The Head of Voice of Customer & Experience Analytics has deep experience using omnichannel data analysis, customer experience metrics (e.g. NPS, CSAT, Ease), predictive analytics, and business metrics. They inspire employees to leverage insights at all organizational levels, think strategically across the business, partner through execution, engage and influence senior leaders, drive change, identify opportunities to add value, demonstrate financial acumen and analytical skills, and successfully lead projects to completion while regularly reporting progress and performance at all levels.
Key Responsibilities
Strategy & Program Advancement
– Lead and evolve the Voice of the Customer (VOC) & Experience Analytics framework for MassMutual Operations through a multi‑year strategy focused on advancing program maturity and team capabilities.
Experience Analytics Program Management
– Lead the collection, transformation, analysis, and reporting of advisor and client/customer experience data to uncover trends and actionable insights. Develop dashboards and scorecards linking experience metrics to outcomes and apply predictive and prescriptive analytics to identify at‑risk segments, churn drivers, and growth opportunities.
Value Creation and Integration
– Work across Operations and Enterprise to drive meaningful value through VOC insights, influence cross‑functional roadmaps, and center advisor and client experiences in decisions and prioritization.
Alignment
– Ensure VOC portfolio and related initiatives align with enterprise & operations strategy, support financial and market goals, and govern closed‑loop feedback so that advisors and clients see action from their feedback.
Leading People and Teams
– Build, lead, and develop a high‑performing, diverse, and inclusive analytics team, fostering collaboration, clarity, agility, and continuous improvement.
Responsible Insights & Risk Oversight
– Partner with Compliance, AI Governance, and Risk Mitigation to identify and mitigate risks in data collection and feedback processes while benchmarking VOC practices against industry standards.
AI Enablement & Continuous Learning
– Leverage digital tools, AI, and platforms to analyze data, streamline processes, and enhance decision‑making, staying current with emerging technologies and advising teams on digital transformation opportunities.
Minimum Qualifications
Bachelor’s degree in business, statistics, economics, data science, or related field—or equivalent experience.
10+ years of experience in customer insights, experience analytics, or data strategy, with 5+ years leading high‑performing teams to elevate customer experiences.
Comfortable bridging qualitative feedback with quantitative analytics for a holistic view of the customer experience.
Experience with VOC platforms and advanced analytics tools (e.g., Forsta, Medallia, Qualtrics) and data visualization platforms.
Strong written and verbal communication, including executive‑level presentations and data storytelling.
Strong organizational and problem‑solving skills, strategic thinking, attention to detail, and ability to influence outcomes.
Authorized to work in the U.S.
Ideal Qualifications
Experience in insurance or financial services, focusing on transforming customer experiences through modern technology, automation, and AI.
Advanced degree or designation (e.g., MBA, Analytics) and expertise in statistical analysis and A/B testing.
Proficiency in customer engagement platforms (e.g., Genesys, Verint, NICE) and CRM systems (e.g., Salesforce, ServiceNow).
Strong technical background in data taxonomy, schema design, and documentation using tools like GitHub, Confluence, RStudio, or Python.
Demonstrated application of continuous improvement methodologies such as Lean and Six Sigma.
MassMutual is an equal employment opportunity employer. We welcome all persons to apply. If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page.
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Overview This role leads the organization-wide strategy for advisor and client/customer experience insights. The Head of Voice of Customer & Experience Analytics oversees the VOC program, transforming feedback into actionable intelligence across the value chain. By advancing experience analytics capabilities and data‑driven influence, this leader drives measurable improvements in satisfaction, retention, and operational performance.
Partnering across Operations, Technology, Marketing, Corporate Strategy, and more, the leader integrates experience feedback with operational metrics to deliver a unified view of the advisor and client/customer journey—across digital and non‑digital touchpoints. They also lead a team of technical and strategic experts focused on research, analysis, and reporting, empowering decision‑makers with insights that shape first‑in‑class experiences. The role sets the vision for omnichannel experience analytics, strengthens feedback loops, and builds a community of practice that champions experience excellence. It includes executive‑level reporting and close collaboration with the Head of BI, Reporting & Analytics to ensure consistency in tools, dashboards, and governance.
The Team The team at the heart of Advisor/Client Experience & Business Excellence brings together Journey Mapping, Experience Strategy, VOC & Experience Analytics, Continuous Improvement, and Business Architecture to create a powerhouse of experience innovation. In partnership with Corporate Insights and Marketing, the team turns data into action and ideas into impact—driving enterprise‑wide improvements that matter.
Impact The Head of Voice of Customer & Experience Analytics has deep experience using omnichannel data analysis, customer experience metrics (e.g. NPS, CSAT, Ease), predictive analytics, and business metrics. They inspire employees to leverage insights at all organizational levels, think strategically across the business, partner through execution, engage and influence senior leaders, drive change, identify opportunities to add value, demonstrate financial acumen and analytical skills, and successfully lead projects to completion while regularly reporting progress and performance at all levels.
Key Responsibilities
Strategy & Program Advancement
– Lead and evolve the Voice of the Customer (VOC) & Experience Analytics framework for MassMutual Operations through a multi‑year strategy focused on advancing program maturity and team capabilities.
Experience Analytics Program Management
– Lead the collection, transformation, analysis, and reporting of advisor and client/customer experience data to uncover trends and actionable insights. Develop dashboards and scorecards linking experience metrics to outcomes and apply predictive and prescriptive analytics to identify at‑risk segments, churn drivers, and growth opportunities.
Value Creation and Integration
– Work across Operations and Enterprise to drive meaningful value through VOC insights, influence cross‑functional roadmaps, and center advisor and client experiences in decisions and prioritization.
Alignment
– Ensure VOC portfolio and related initiatives align with enterprise & operations strategy, support financial and market goals, and govern closed‑loop feedback so that advisors and clients see action from their feedback.
Leading People and Teams
– Build, lead, and develop a high‑performing, diverse, and inclusive analytics team, fostering collaboration, clarity, agility, and continuous improvement.
Responsible Insights & Risk Oversight
– Partner with Compliance, AI Governance, and Risk Mitigation to identify and mitigate risks in data collection and feedback processes while benchmarking VOC practices against industry standards.
AI Enablement & Continuous Learning
– Leverage digital tools, AI, and platforms to analyze data, streamline processes, and enhance decision‑making, staying current with emerging technologies and advising teams on digital transformation opportunities.
Minimum Qualifications
Bachelor’s degree in business, statistics, economics, data science, or related field—or equivalent experience.
10+ years of experience in customer insights, experience analytics, or data strategy, with 5+ years leading high‑performing teams to elevate customer experiences.
Comfortable bridging qualitative feedback with quantitative analytics for a holistic view of the customer experience.
Experience with VOC platforms and advanced analytics tools (e.g., Forsta, Medallia, Qualtrics) and data visualization platforms.
Strong written and verbal communication, including executive‑level presentations and data storytelling.
Strong organizational and problem‑solving skills, strategic thinking, attention to detail, and ability to influence outcomes.
Authorized to work in the U.S.
Ideal Qualifications
Experience in insurance or financial services, focusing on transforming customer experiences through modern technology, automation, and AI.
Advanced degree or designation (e.g., MBA, Analytics) and expertise in statistical analysis and A/B testing.
Proficiency in customer engagement platforms (e.g., Genesys, Verint, NICE) and CRM systems (e.g., Salesforce, ServiceNow).
Strong technical background in data taxonomy, schema design, and documentation using tools like GitHub, Confluence, RStudio, or Python.
Demonstrated application of continuous improvement methodologies such as Lean and Six Sigma.
MassMutual is an equal employment opportunity employer. We welcome all persons to apply. If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page.
#J-18808-Ljbffr