Digital Experience Strategist

5 hours ago

Springfield, Massachusetts, United States MassMutual Full time
Opportunity

We are seeking a seasoned leader to drive digital transformation and customer experience strategy for our Worksite business. The ideal candidate will have a proven track record of influencing at every level, imparting digital knowledge and skills in a constructive, empowering, and collaborative way. You will be responsible for leading the development and successful execution of the Worksite digital experience strategy and omnichannel service delivery of a on-demand/self-service customer experience. Partners with senior leaders in the business, technology, and product to ensure alignment on strategy, technology, and customer experience across all channels. You will act as a digital and customer experience champion, knowledge expert, and member of the lifecycle experience team for the successful execution of roadmaps, goals, KPIs, and key risk indicators.

The Team

Our mission is to make financial well-being a reality for all working Americans and those who count on them. With 30% growth each year over the past 5 years, our focus is singularly on creating a differentiated customer experience led with digital capabilities. Along with new product development, we are building and enhancing our customer portals for advisors, employers, and employees. Reporting to the head of Worksite, you will have the opportunity to collaborate with the leadership team and partners to build and execute our mission.

The Impact
  • Optimize the business's customer website and apps for usability, traffic, and satisfying customer experience.
  • Accountable for creating a strategic vision and roadmap for digital customer experience across all channels in partnership with key constituencies.
  • Engage with customers to gain feedback on active development and roadmap input.
  • Partner with the broader organization to align short and long-term needs of enterprise customers with Worksite's ongoing strategy.
  • Understand customer utilization to deliver metrics and analytics for continuous improvement opportunities on web sites and in overall customer experiences.
  • Measure customer satisfaction, including gathering feedback and sharing with internal partners.
  • Build unit cost models to help the organization understand the value of digital utilization.
Minimum Qualifications
  • 10 years of progressive digital product and customer success experience.
  • 5+ years of leadership experience as part of high-performing teams.
  • Demonstrated ability to lead and drive change & culture while bringing the organization along the journey.
  • Ability to focus on strategic goals and development without losing sight of day-to-day needs and complexities.
  • Excellent communication and interpersonal skills, both written and oral, to succeed in a fast-paced, team environment.
  • Successfully influence and navigate a matrixed organization; be the arbiter of different points of view to reach decisions on requirements and delivery approach and timelines.
  • Ability to travel to various firms located across the country and offshore.
The Ideal Qualifications
  • Financial Services experience preferred.
  • Undergraduate degree.
  • Team leadership experience.
  • Experience with building relationships with business partners and firm partners.
  • Great communicator.
  • An efficient listener.
  • Problem solver.
  • Strong organizational skills.
  • Team player.
What to Expect as Part of MassMutual and the Team
  • Regular meetings with the Head of Worksite and Leadership team.
  • Focused one-on-one meetings with your manager.
  • Access to mentorship opportunities.
  • Networking opportunities, including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran, and disability-focused Business Resource Groups.
  • Access to learning content on Degreed and other informational platforms.

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