Worksite Digital Experience Lead
Boston, Massachusetts; Springfield, Massachusetts
Job ID: R16399
Overview
A career with us means you’ll help our customers secure their future and protect the ones they love. It also 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 makes MassMutual a strong, stable, and ethical business.
Our culture embodies the idea that we all are stronger and better through our support for one another. By valuing people for who they are, how they think, and what they bring to the table, we’ve become a better, more innovative company.
We invite you to explore the possibilities.
What our employees say
“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.
State and federal laws and regulations, including the Violent Crime Control and Law Enforcement Act, limit employment of individuals with certain criminal backgrounds.
EEO Statement(Opens in new window)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
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Explore
To get started, 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 to receive information on jobs that may interest you and stay up-to-date with the latest MassMutual news.
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Apply
To apply for a specific position, please 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.
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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.
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Interview
If you are invited for an interview, you will be scheduled to meet with the hiring manager and hiring team. Coordinating calendars for interview schedules can take time, so your patience and flexibility is appreciated.
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Offer
If you are extended an offer to join MassMutual and accept, your start will be contingent upon a satisfactory background check.
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Hire
If you accept the offer, we will be so excited to welcome you to the MassMutual community!
Recruitment Fraud Awareness
Job recruiter fraud is a scam by impostors posing as recruiters or representatives of a company promoting fake job opportunities to job seekers.
MassMutual will never ask job candidates to pay any kind of fee, make cash or check advancements, cash checks or make an investment in any product or service or provide information such as credit card numbers or banking PIN numbers as part of our hiring process.
If you are contacted by anyone asking for information outlined above it is likely fraudulent. If you have any concerns about the veracity of a request, please contact us directly to verify its legitimacy.
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
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.
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 $1250 annual wellness wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below. Full benefits details can be found here.
- In addition to generous vacation time, paid holidays, and flexible holidays, MassMutual offers 'take care' time to take care of yourself or someone you love—whether for physical illness or mental health.
- Medical and dental insurance
- Life, disability short-term and long-term insurance
- Well-being wallet: $1,250 per year for a wide range of qualifying wellness expenses
- Well-being support: Mindfulness, nutrition, fitness
- Personalized mental health solutions
- Adoption and surrogacy reimbursement programs
- Competitive salary and bonuses
- 401(k): Up to 10% total benefit, consisting of a 5% company match and a 5% annual contribution
- Educational assistance program
- Childcare support
- Financial counseling
- Caregiver Leave (up to 320 hours)
- Maternity Leave (a total of 18 weeks, 10 maternity + 8 parental)
- Parental Leave (8 weeks for all parents, birth or adoption, continuous or intermittent)
- Bereavement Leave: Up to 15 days to mourn the loss of a loved one, and you define 'loved one'
- Matching Gift: 100% match on employees’ charitable contributions to non-profits up to $5,000
- Volunteering: Three paid days for employees to volunteer with eligible nonprofits of their choice
- Matching time: MassMutual Foundation awards dollars to organizations for which employees volunteer
- Qualified Commuter Program through which eligible employees can pay qualified workplace commuting expenses with before-tax dollars
- Commuter wallet option for employees based at Boston and NYC campuses
Why MassMutual?
Compliance Consultant
Service Management Consultant
Head of Experience Journey Mapping
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.
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
Interested in pursuing a career as a financial professional? Learn how you can build your business and help people secure their future and protect the ones they love.