Mutual Opportunities
Worksite Digital Experience Lead
Boston, Massachusetts; Springfield, Massachusetts
Thank you to our employees for voting us one of the top places to work in Massachusetts for five 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
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.
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment.
Salary Range: $152,100.00-$199,600.00
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*
- 88% of employee respondents say they are proud to work at MassMutual
-
90
% of employee respondents say they feel encouraged to bring forth new ideas - 86% of employee respondents say MassMutual cares about and supports the well-being of their employees
*Source: 2024 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 embrace diversity in every sense, focusing on building 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?
Kevin
Compliance Consultant
Seth
Service Management Consultant
Kymberly
Head of Experience Journey Mapping
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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