MassMutual Financial Group Workplace Employee Experience Lead in Enfield, Connecticut
Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We’re people helping people.
A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.
Together, we’re stronger.
Reporting directly to the Head of Workplace Experience in Workplace Solutions, the Workplace Employee Experience Leader will drive the future of the employee customer experience across all touchpoints with a focus on holistic customer needs, evolving digital services, driving customer outcomes and improving business results. This position will collaborate across the enterprise to increase customer loyalty and ensure we bring all of MassMutual resources to Workplace Solutions customers.
Create and track holistic end-to-end customer lifecycle baselines. Identify key areas of strength and weakness for organizational focus and measurement tracking. Create future state customer journey maps for specific customer interactions.
Establish and track key measures impacting customer loyalty and business impact. Work with cross-company marketing, product and service owners on key drivers.
Gather and synthesize research and insights to stay on top of customer needs, competition, new technology and industry trends. Capture voice of the customer and trends through internal and external sources.
Develop a strategic plan including market trends, customer needs, competition, and assessment of MassMutual Workplace Solutions offer. Present to senior business owners to ensure alignment to market strategy goals.
Business lead for WPS experience partnering with Transformation Initiative owners, MMTA, Product, Marketing, Client Management and Sales to improve the customer experience, drive outcomes and compete in the market.
Define overall business needs for channel/digital experience, collaborate with CX to prioritize identify and prioritize opportunities based on business strategy, aggregate customer and business feedback. Communicates with the business regarding agreed upon CX prioritization and status of work.
Determine optimal channel engagement models based on customer preferences and business capabilities. Drive capabilities and programs to service customers through their channel of choice with simple self-service options.
Coordinate with initiative owners to ensure projects impacting customers are aligned to the future customer experience, value proposition and strengthen the experience overall.
Support business readiness deployments to maximize the value of customer experience enhancements supported by marketing, internal and external communications, training, demos, resources, process and service models.
Work across MMUS to integrate products and services into the Workplace customer experience.
Facilitate consistent business reviews with cross-functional partners and WPS business leaders to share strategy, present plan, gather input, confirm activities, ensure prioritization and review progress.
Educate, motivate and partner with a broad constituency across Workplace Solutions and the enterprise to lead the Workplace customer experience through business transformation and ongoing.
Minimum of a Bachelor’s degree; Master’s degree preferred
8+ years of business experience, in the Retirement industry with market focused roles including key account management, TPA, client management/sales.
Relevant experience in the Financial Services or Insurance industries
Demonstrates strong cross functional problem solving skills – able to lead, influence, motivate and collaborate cross-discipline
Demonstrated effectiveness developing plans, prioritizing activities and driving execution; well organized with excellent communication style and skills
Experience thriving in a fast-paced, collaborative, cross-disciplinary and geographically dispersed environment
Excellent written and verbal communication skills, including the ability to effectively present complex information clearly and appropriately handle sensitive information
Position requires an extremely organized, detail-oriented individual who is capable of self-managing and multi-tasking in a fast-paced, demanding environment.
Authorized to work in the US without sponsorship.
Ranked No. 93 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2018) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.
Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.
Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.
Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.
Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.
Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.
For more information, visit www.massmutual.com or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.
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.
At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.
• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)
• National Association for Female Executives Top Company for Executive Women (2018)
• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2018)
• Working Mother Media 100 Best Company (2017)
• Military Friendly Employer (2018)