Mutual Opportunities
Institutional Insurance Head of Client Experience
Boston, Massachusetts; Springfield, Massachusetts
Thank you to our employees for voting us one of the top places to work in Massachusetts for seven consecutive years!
Overview
A career with us means you’ll work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are at the foundation of what enables MassMutual to deliver on our purpose to help people secure their futures and protect the ones they love.
We embrace the idea that we all are stronger and better through our support for one another. We strive to create a culture where employees feel valued and are celebrated for who they are.
“Since our founding in 1851, mutuality has put our policyowners at the center of everything we do. At our core, we’re a company of people helping people in their time of need, and that spirit extends to the culture we’ve built at our company. Our employees support and rely on each other each day, collaborating to deliver the best solutions for our customers and help millions more secure their future and protect the ones they love.”
Job Description
Head of Client Experience - Institutional Insurance
Institutional Solutions
Full-Time | Springfield, MA or Boston, MA
The Opportunity
As the Head of Client Experience for Institutional Insurance, help shape and execute the vision for MassMutual's Bank-Owned Life Insurance (BOLI), Corporate-Owned Life Insurance (COLI), and Insurance Company-Owned Life Insurance (ICOLI) businesses. Lead the strategic direction for Operations, Quantitative Consulting, and Business Systems Consulting, while advancing enterprise priorities that drive sustainable growth, operational excellence, client value, and market leadership.
In this highly visible leadership role, you will influence and collaborate across Sales, Product, Operations, Compliance, Legal, Underwriting, Technology, and Finance to develop and execute strategic priorities. You will drive conservation efforts, manage the institutional insurance initiatives roadmap, and champion enhancements that strengthen advisor and client experiences throughout the lifecycle of our solutions.
You will leverage operational insights, competitive intelligence, and business analytics to identify opportunities, prioritize investments, and drive outcomes that support long-term growth and client satisfaction. This role offers significant autonomy, broad organizational influence, and responsibility for shaping the future of the advisor and client experience in Institutional Insurance at MassMutual.
The Team
The Institutional Insurance team supports one of the industry's leading providers of BOLI, COLI, and ICOLI solutions. We partner closely consultants, brokers, and advisors to deliver innovative insurance solutions that help financial institutions, corporations and insurance company clients meet their long-term financial objectives.
Our team includes professionals across sales, client service, operations, strategy, product, finance, underwriting, compliance, and actuarial disciplines. We are driven by collaboration, innovation, client focus, and a commitment to delivering exceptional outcomes for our clients and partners. The team works across the enterprise and plays a critical role in advancing MassMutual's growth and leadership in the institutional insurance marketplace.
The Impact
Strategic Leadership & Business Planning
Evaluate and evolve the Institutional Insurance operating model, organizational capabilities, and service delivery framework to support growth, scalability, risk management, and changing market demands.
Lead the strategy, performance, and evolution of the end-to-end operational capabilities for Institutional Insurance, including oversight of New Business and Post Issue Services, Quantitative Consulting, and Business Systems Consulting teams, ensuring scalable solutions that drive growth, operational effectiveness, and a differentiated client experience.
Facilitate effective communication and coordination across Operations, Quantitative Consulting, Business Systems Consulting, Sales, and Investment Product Consulting to ensure alignment of priorities, visibility into key issues, and cohesive execution across teams.
Identify and sponsor automation, reporting, and capability enhancement initiatives that improve scalability, strengthen client outcomes, and support business growth.
Initiatives & Innovation
Partner with Product, Legal, Compliance, Investment Product Consulting and Sales teams to identify, design, prioritize, and implement enhancements, and service capabilities.
Champion innovation initiatives that improve efficiency, drive profitable growth, and strengthen client value propositions.
Oversee New Sale & In force Illustration tools and functions to ensure growth as well as accurate and timely projections required in the administration of our business.
Client Experience & Advisor Experience
Lead the development and execution of a comprehensive Institutional Insurance client and advisor experience strategy including oversight of our Agency Agreements, Commissions and production reporting.
Identify opportunities to enhance engagement, simplify processes, improve communications, and strengthen service delivery across key client touchpoints.
Establish and monitor experience metrics to measure success and drive continuous improvement.
Stay abreast of pertinent business and industry knowledge including state and federal regulations impacting the BOLI, COLI and ICOLI and the integration as needed into the operations.
Conservation & In-Force Strategy
In collaboration with Head of Institutional Insurance, develop and execute conservation strategies designed to improve policy retention, protect assets under management, and strengthen client relationships.
Partner across sales, service, operations, and product teams to proactively identify retention risks and implement targeted solutions.
Analyze policyholder behavior, industry trends, and business results to optimize in-force management strategies.
Business Performance & Strategic Execution
Establish key performance indicators and reporting frameworks that support business decision-making and accountability.
Leverage business performance data, market insights, and client trends to prioritize investments, allocate resources, and drive achievement of strategic objectives.
Lead and influence cross-functional initiatives that improve organizational effectiveness, profitability, and market position.
Leadership Team Contribution
Actively participate as a member of the Institutional Insurance Leadership Team.
Collaborate with leaders across Sales, Investment Product Consulting, Product Actuarial, Compliance, Legal, Finance, Technology, and Underwriting to ensure alignment around strategic priorities and organizational objectives.
Foster a culture of innovation, accountability, collaboration, and continuous improvement within Institutional Insurance Operations, Quantitative Consulting and Business Systems Consulting.
The Minimum Qualifications
Bachelor's degree.
10+ years of experience in financial services, life insurance, employee benefits, institutional insurance, or related markets.
7+ years of leadership experience with accountability for strategic initiatives, product and in-force management, business development, or client experience functions.
5+ years of experience developing and executing business strategies that drive measurable business results using performance metrics, data-driven insights, and action planning
The Ideal Qualifications
Experience in BOLI, COLI, ICOLI, Executive Benefits, Corporate Benefits, or Institutional Insurance markets.
Advanced knowledge of life insurance products, distribution models, and institutional client needs.
Proven success leading product development, product enhancements, or go-to-market initiatives.
Experience leading cross-functional initiatives involving multiple business stakeholders.
Experience designing and implementing client experience or customer experience programs.
Strong understanding of conservation, retention, and in-force management strategies.
Exceptional strategic thinking and business planning capabilities.
Strong executive presence with the ability to influence decisions across all organizational levels.
Demonstrated ability to leverage analytics and market intelligence to drive business decisions.
Excellent verbal, written, and presentation communication skills.
Ability to navigate ambiguity and lead through organizational change.
FINRA Series 6 and 63 licenses are preferred.
FLMI, CLU, ChFC, or other insurance and financial services designations preferred.
MBA or advanced business degree preferred.
What to Expect as Part of MassMutual and the Team
Regular meetings with the Institutional Insurance Leadership Team.
Focused one-on-one meetings with Head of Institutional Insurance
Networking opportunities including access to Asian, Hispanic/Latinx, African American, Women, LGBTQIA+, Veteran, and Disability-focused Business Resource Groups.
Access to learning content on Degreed and other professional development platforms.
Your ethics and integrity will be valued by a company with a strong, stable, and customer-focused culture.
#LI-LS1
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.
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Salary Range: $189,900-$249,200
Hiring Process
Explore
Explore our open jobs by clicking 'search jobs' to find a position that aligns with your experience and skills. You may also consider joining our Talent Network.
Apply
Click the “apply” button on that job posting to complete and submit your application. Your application will be reviewed by a recruiter, which, due to the volume of applications received, may take some time as we carefully consider each application.
Screen
After your application has been reviewed, if you meet the qualifications for the role, a recruiter will reach out to you to start a conversation.
Interview
If you are invited for an interview, you will be scheduled to meet with the hiring manager and hiring team.
Offer
If you are extended an offer to join MassMutual and accept, your start will be contingent upon a satisfactory background check.
Hire
If you accept the offer, we will be so excited to welcome you to the MassMutual community!
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
By the numbers*
- 85% of employee respondents say they are proud to work at MassMutual
-
90
% of employee respondents say the work they do at MassMutual is meaningful - 85% of employee respondents say they feel encouraged to come up with new and better ways of doing things
*Source: 2025 MassMutual employee engagement survey
Award-Winning Culture
MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. 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.
We strive to build a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.
How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below. Benefit details can be found here.
Why MassMutual?
Candy
Marketing Consultant
Atsam
Head of Advisor/Client Experience & Business Excellence
Erica
Head of Procurement
where we work
Springfield Office
1295 State Street, Springfield, MA
Boston Office
10 Fan Pier Blvd, Boston, MA
New York Office
2 Park Ave,
New York, NY
Virtual
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