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Head of Voice of Customer

2 weeks ago

Springfield, United States MassMutual Full time

The Opportunity:TheHead of Voice of Customer & Experience Analyticsleads the operations-wide strategy for advisor and client/customer experience insights. This role 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, they integrate 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.This 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 TeamJoin a dynamic, purpose-driven leadership team at the heart of Advisor/Client Experience & Business Excellence—where curiosity meets strategy and insights spark transformation. This team brings together Journey Mapping, Experience Strategy, VOC & Experience Analytics, Continuous Improvement, and Business Architecture to create a powerhouse of experience innovation. We thrive on solving complex challenges, supporting one another, and pushing boundaries to elevate both customer and advisor journeys. In close partnership with Corporate Insights and Marketing, we turn data into action and ideas into impact—driving enterprise-wide improvements that matter.The ImpactTheHead of Voice of Customer & Experience Analyticshas a strong understanding and experience using omnichannel data analysis, customer experience metrics (e.g. NPS, CSAT, Ease), predictive analytics, and business metrics. You must be able to inclusively inspire employees to leverage insights at all levels in the organization; think strategically across the business; initiate strategic initiatives to improve experiences; partner through execution, engage with and influence senior business leaders and front line employees; drive change across the organization; identify opportunities to add value to the business; demonstrate strong financial acumen and analytical skills; and successfully drive others to fully execute projects to completion and regularly report on progress and performance at all levels of the organization.Key ResponsibilitiesStrategy & 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. 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.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 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.Value Creation and Ensuring Integration -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.Alignment– 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.Leading People and Teams– 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.Responsible Insights & Risk Oversight– In partnership with Compliance, AI Governance, and Risk Mitigation, proactively identify and mitigate risks in data collection and feedback processes. Additionally, 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.AI Enablement & Continuous Learning Mindset- 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.Minimum Qualifications: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.Ideal Qualifications: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.#LI-MC1MassMutual 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.