Market Research Program Manager

The Opportunity

MassMutual is looking for a highly skilled and adaptable professional to support Producer Research and Advocacy. Marketing & Brand’s goal is to drive best in class marketing strategy and execution while creating exceptional customer experiences and growth for our customers, partners, and our communities. To support the strategy and execution of this goal, we need to measure, monitor and respond to the needs of our producers – whether they are working directly with consumers as affiliated advisors through MassMutual Financial Advisors (MMFA) or as unaffiliated advisors and brokers through MassMutual Strategic Distributors (MMSD).  As a Distribution Channel Advocacy Consultant/Manager, you will be responsible for running day to day operations for existing strategic relationship survey programs and related analytics, and for recommending ongoing improvements to these programs, including expansion to new audiences and/or channels when appropriate. Delivering a stellar experience for our producers is foundational to the ability of MassMutual to drive toward sales and growth goals.

The Team

This role is part of the Marketing Strategy and Planning team under Marketing & Brand (M&B) and will work closely with cross functional partners. The team works on strategic marketing initiatives, and this role will also support this work. You will be expected to partner closely with research teams inside and outside of M&B to influence and incorporate best practices, and with business leads to ensure programs are measuring baseline and progress against current business priorities.

The Impact:

As a Market Research Program Manager, you will:

• Enable data-driven strategic planning and decision making across key areas of the producer experience, including field operations, product, service operations, and new business processing/underwriting.

• Partner in the continuous evolution of existing measurement programs, including Net Promoter Score (NPS), and development of new programs.

• Build and maintain strong relationships with data analytics (within M&B), research teams across the organization and business partners.

• Prepare presentations for senior leadership, with opportunity to deliver results to senior leadership over time.

What your days and weeks willinclude.

• Manage day to day vendor relationship(s) including coordination of data file transfers, dashboard updates, survey programming and overall relationship contact.

• Partner in the creation and execution of analytic and reporting plans, identifying drivers and barriers to producer satisfaction.

• Prepare functional deep dive reporting and executive topline reporting.

• Partner with functional areas such as Product, Finance, Underwriting, Service Operations to map their strategic roadmaps and initiatives to measurement and progress.

• Collaborate with consumer research and transactional survey programs to develop a holistic view of producer and consumer experience drivers, identify and execute related research and analysis.

• Partner with Field Communications and Field Readiness teams to deliver targeted messaging and drive producer engagement with feedback surveys through relevant channels such as online portal/intranet, email newsletters, committee meetings; encouraging participation as well as sharing findings and next steps to contribute toward collaborative relationship.

• Work on various projects to support marketing strategy and operations. 

The Minimum Qualifications

• Bachelor's degree required.

• 5+ years experience in market research/insights/strategy/advocacy.

• 2+ of experience designing and executing quantitative and qualitative research projects, such as: Net Promoter Score (NPS), customer/employee satisfaction, attitude and usage, concept testing, focus groups.

• 2+ years of research experience with the ability to lead research end-to-end from translating business needs into research objectives, designing measurement instruments, sampling plans, user acceptance testing, field management, data cleaning, analysis and synthesis of results into actionable insights.

The Ideal Qualifications:

• B2B and financial services industry experience.

• Excellent communication skills, both written and verbal.

• Strong Business Acumen, and an understanding of the dynamics of Insurance and financial services.

• Ability to partner cross functionally across the enterprise while building relationship, in alignment with a shared marketing services organization to build and execute on business objectives.

• An appreciation for the data-driven measurement aspect of growth-driven brands and marketing teams.

• Ability to prioritize complex and competing demands while flexing and adapting to evolving environment.

• Outstanding organizational skills, process, detail-oriented and thorough, with the ability to think holistically and strategically about a business.

• Intellectual curiosity to continue learning.

• Experience in connecting business strategy with research design, analysis and reporting.

• Ability to think strategically and provide thought leadership while balancing execution-oriented, proactive, creative and innovative thinking.

• Experience designing and executing research & analytics projects using advanced techniques such as: product optimization (conjoint, discrete choice, etc.), segmentation, journey mapping (path to purchase/sale), driver modeling.

• Experience working on tracking studies, including managing considerations related to survey design changes and sampling impacts, evaluating significance of changes over time.

What to Expect as Part of MassMutual and the Team

• Regular meetings with the Marketing Strategy and Planning 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

• Your ethics and integrity will be valued by a company with a strong and stable ethical business industry leading pay and benefits

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