Worksite Digital Experience Lead at MassMutual

Opportunity: 

We have an exciting opportunity for an experienced leader who has a proven track record of digital transformation. The ideal candidate will have the ability to influence at every level, imparting their digital knowledge and skills in a constructive, empowering, and collaborative way. You will be responsible for leading the development and successful execution of the MM 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 digital and customer experience champion knowledge expert. Also serves as member of 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 of 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 broader organization to align short and long term needs of enterprise customers with Worksites ongoing strategy.

• Understand customer utilization to deliver metrics and analytics for continuous improvement opportunities on web sites and in on overall customer experiences

• Measure customer satisfaction including gathering feedback and sharing with internal partners

• Build unit cost models to help organization understand 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 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

#LI-LS1

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.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.