Apply on Employer Site

MassMutual · 2 days ago

Head of Voice of Customer & Experience Analytics

Springfield, MA

Full-time

Onsite

Director/Executive

10+ years exp

MassMutual is seeking a Head of Voice of Customer & Experience Analytics to lead the operations-wide strategy for advisor and client/customer experience insights. This role involves overseeing the VOC program, advancing experience analytics capabilities, and driving improvements in satisfaction and retention through data-driven insights.

FinanceFinancial ServicesInsuranceLife InsuranceRetirement

H1B Sponsor Likely

Responsibilities

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

Define clear roles and responsibilities, share transformation progress across the organization, and elevate the VOC program to best-in-class standards by building and scaling a multi-channel listening ecosystem—including, but not limited to, transactional survey design, complaint management, omnichannel listening, digital sentiment analysis, CES, CSAT, and focus groups—to deepen experience insights across the advisor and client/customer journey

Lead the collection, transformation, analysis, and reporting of advisor and client/customer experience data to uncover trends and actionable insights

Develop dashboards and scorecards that clearly link experience metrics to experience and business outcomes

Apply hypothetical, empirical, statistical predictive and prescriptive analytics to identify at-risk segments, churn drivers, and growth opportunities

Oversee the development and refinement of text and voice analytics models to deepen understanding of experienced drivers and enhance the strategic impact of the VOC & Experience Analytics program

Demonstrate use, advancement, and evangelization of VOC AI/GenAI tools with clear transformative strategy over a multi-year period

Work across the Operations organization and the Enterprise to drive meaningful value through VOC insights and recommendations

In partnership with other analytics and experience teams, own delivering and integrating insights to advance the business, influence cross-functional roadmaps, and drive value for MassMutual by centering advisor and client experiences in decisions, prioritization, and work efforts

Ensure the VOC portfolio and related initiatives are aligned with enterprise & operations strategy and support the organization’s financial and market goals

As part of this alignment, govern closed-loop feedback ensuring advisors and client/customers see action from their feedback

Build, lead, and develop a high-performing, diverse, and inclusive team of analytics professionals and strategic consultants

Inspire direct and indirect reports by fostering a culture of collaboration, clarity, agility, and continuous improvement

Ensure roles are well-defined and aligned to business goals that elevate advisor and client/customer experience across MassMutual Operations

In partnership with Compliance, AI Governance, and Risk Mitigation, proactively identify and mitigate risks in data collection and feedback processes

Serve as a thought leader in advisor and client/customer centricity by benchmarking VOC practices against industry standards and regulatory expectations to ensure responsible, insight-driven program execution

Leverage digital tools, AI, and platforms to analyze data, streamline processes, and enhance decision-making

Stay curious and current with emerging technologies and trends to advise teams on digital transformation opportunities, while remaining agile in response to evolving business and industry needs

Demonstrate comfort with ambiguity and navigating complexity, enabling the team to adapt and innovate in dynamic environments

Qualification

Experience analyticsCustomer insightsData visualizationVOC platformsPredictive analyticsStatistical analysisAI toolsCRM systemsStakeholder managementContinuous improvementLeadershipCommunication skillsProblem-solving

Required

Bachelor's degree in business, statistics, economics, data science, or a related field — or equivalent related experience

10+ years of experience in customer insights, experience analytics, or data strategy—with a strong focus on systems thinking and 5+ years leading high-performing teams to elevate customer experiences across business unit or organization

Comfortable bridging qualitative feedback with quantitative analytics to deliver a holistic view of the customer experience

Experience with VOC platforms and advanced analytics tools (e.g., Forsta, Medallia, Qualtrics), as well as data visualization platforms

Strong written and verbal communication (presentation) skills, with the ability to synthesize complex topics into clear, compelling narratives—skilled in executive-level presentations, data storytelling, and coaching stakeholders to drive informed decision-making

Strong organizational and problem-solving skills, with expertise in issue resolution, stakeholder and change management, strategic thinking, attention to detail, and the ability to influence outcomes with a curious, entrepreneurial mindset

Authorized to work in the U.S

Preferred

Experience in insurance or financial services, with a strong focus 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), with an enterprise systems mindset

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 to drive operational excellence

Company

MassMutual

Glassdoor3.9

MassMutual is a mutual life insurance company that provides investment management and trust services.

Founded in 1851

Springfield, Massachusetts, USA

5001-10000 employees

https://www.massmutual.com/

H1B Sponsorship

MassMutual has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (96)

2024 (94)

2023 (66)

2022 (115)

2021 (121)

2020 (73)