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MassMutual Customer Experience Manager in Boston, Massachusetts

The Opportunity

As a Customer Experience Manager, you will be responsible for crafting a visual story of customer interactions across channels, while providing insights into our customers experience including pain points and recommendations for how to improve the customer’s experience. You will provide a strategic approach to better understanding customer expectations and is crucial for optimizing the customer experience across all MassMutual’s channels.  You will act as the bridge between customers and brand ensuring alignment via our customer experience principles, provide insight into the CX strategy and accountable for various experience improvement initiatives. As you partner to deliver on the MassMutual’s experience goals, you will have the opportunity to mobilize your peer analytics and insights SMEs to contribute toward well-rounded solutions that help inform and enable those strategic goals. This position reports to the Head of Customer Experience Development, which is part of the MassMutual Brand and Marketing organization.   

The Team

This role is part of the Customer and Producer Journeys and Insight team, reporting to the Marketing Analytics & Customer Insights group that aims to drive growth, investment optimization and efficiency through the lens of media campaign analytics, consumer & producer insights and marketing technology enablement. 

The Impact

As a Customer Experience Manager, you will:

  • Define, develop and document the MMUS customer experiences, journeys, touchpoints and MoT that best meets the overall objectives and operational needs of the business as well as the customer.

  • Identify, cultivate and design experiences which highlight MassMutual’s unique brand while delivering on key customer needs.

  • Strategic Identification and assessment of internal and external drivers that will shape the development of customer experience in the next 1-5 years and benchmark against industry peers and key external best practices.

  • Be able to roll up your sleeves and redesign journeys with an agile mindset; focusing on developing minimum viable experiences to cultivate leading customer experiences across MMUS.  Being agile and cultivating the ability to try and fail fast are critical. 

  • Partner in the development of journey analytics and orchestration strategy and implementation for targeted experiences.

  • Lead customer journey workshops, brainstorming, program development and tactical prioritization sessions.

  • Initiate significant interactions with leaders and personnel at all levels of the organization.

  • Develop insights and recommendations into ways the business should improve its customer experience capabilities in order to drive value.

  • Develop Persona inventory to be used to rally the organization behind the customer  

  • Map supporting business ecosystem - processes, channels and data for each Journey

  • Categorize and manage the lifecycle and journey map inventory for MMUS

Minimum Qualifications:

  • Bachelor’s degree 

  • 7+ years of experience with customer experience and journey mapping processes and tools

  • Experience with voice of customer (VOC) and experience metrics

  • Customer Experience strategy and execution experience

  • Strong Business Acumen, and an understanding of the dynamics of Insurance and financial services

  • Ability to develop business cases to drive improvements to the experience including cost benefit analysis  

  • An entrepreneurial spirit to drive improvements to both customer experience and business outcomes

  • Represent maturity, professionalism, commitment, and passion

  • Excellent communication skills both written and verbal

  • Strong presentation and material development skills

Ideal Qualifications:

  • Experience with human factors and user experience design

  • Experience with Agile methodologies

  • Consulting experience with top-tier firm desirable  

  • Experience with journey analytics and orchestration

  • Change management techniques

  • Experience developing personas

  • Financial services experience

#LI-SH1

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

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