Head of Customer Experience, Continuous Improvement and Business Architecture

Position Summary:

As a member of the Expense, Analytics and Governance team in Operations, the Head of Customer Experience, Continuous Improvement and Business Architecture will lead efforts that define the personas that interact with our operations and technology and create experience journey maps that influence frameworks governing development and refinement of our technology and operations via to be defined feedback loops. This role also includes a team focused on Continuous Improvement and Business Architecture for all of MassMutual Operations.

Using the defined journey maps and building KPI’s that drive feedback loops for improvement, investment and validation, will create industry leading experiences for our customers and agents. Laser focus on Business Architecture and Continuous Improvement processes will also drive improved efficiency and effectiveness across the Operations organization.

The role will both lead and partner in cross functional experience work and serve as an enabling function, working across the enterprise contributing to the Technology, Product Operations and Distribution (TPOD) and Executive Leadership Team (ELT) for larger scale decisions. The leader will define and manage the Customer Experience, Business Architecture and Continuous Improvement strategy for all of MassMutual/MassMutual Operations. They will lead a set of integrated and agile teams that focus on various aspects of the experience journeys through operational, digital and mobile interaction. The role will require a deep understanding of the long-term trajectory of our operations and distribution strategy balancing that understanding against the need to continuously deliver enhancements in overall customer experience.

The underlying organization will be fluid over time, depending on the focal points most relevant over any one- or two-year cycle. The Head Customer Experience, Continuous Improvement and Business Architecture will also have to understand and balance the needs of a varying group of constituents and manage and balance work across those needs. The leader of this role will need to be visible and collaborative across Operations partnering with the broader TPOD teams, while avoiding duplication of work.

This role will work with the technology/operations delivery teams to shape the ways we interact with customers, agents & customer care advocates. This involves understanding the process maps, moments of truth and experience journeys of each persona at MassMutual - formulating opportunities for business architecture engagement, process improvements or links to the overarching experience strategies.  And with each outcome, be able to build, report and measure against outcomes to insure we are meeting the goal.

With a team comprised of experts in the field of business architecture, process improvement and experience design this leader will ensure that the team is working collaboratively. As the organization matures, the leader will also have to include an outside-in / strategic perspective in setting the strategic priorities. This is necessary, as aspiring to be the leading digital experience organization in the industry will require an understanding of the direction and evolution of a broader customer experience set. The role collaborates with Technology (ETX), Operations, Marketing and Distribution to understand business and end-user requirements for improving user experience and adoption of applications. The role will also be responsible for influencing operational process and helping us identify and eliminate customer pain points.

The role also enables end users to access, visualize, and navigate information and analytics with ease. The role continues to significantly influence and be accountable for the achievement of core objectives as follows –

Required Skills: 

√ Expert –

• User Behavior Analysis
• Usability Design

• Graphic Design Tools

• Business Architecture
• Continuous Improvement/Lead Management

√ Competent

• Requirements Management
• Information Visualization
• Communications
• Agile Development

√ Basic

• Information Architecture
• Functional Requirements Analysis
• Business Acumen

Responsibilities:

• In partnership with Technology, Operations, Marketing & Distribution understands business and functional requirements related to end-user experience,
• Creates user-centered designs based on business and functional requirements, user research, market analysis, customer feedback, and usability findings.
• Develops conceptual diagrams, wireframes, visual mockups, usage scenarios, navigation

maps, and prototypes.

• Participates in user research and usability testing to help improve the user experience.
• Interacts with information architects to understand how information is stored, modeled, and tagged and identifies ways to visualize and present information in a user-friendly

manner to end users.

• Communicates the user experience designs to internal stakeholder to get buy-in, feedback, and negotiate trade-offs.
• Develops guidelines, standards, user-centered design processes and ensure that they are fully integrated into the user-centered product development lifecycle.
• Builds measures, reporting and integrated views to complete feedback loops that influence changes in the system that drive better customer outcomes.
• Has experience identifying and leading lean management engagements.
• Develop and maintain business architecture frameworks, models and documentation.
• Communicate business architecture strategies and roadmaps at all levels of the organization.
• Develop innovative solutions to complex business problems.
• Remain up to date on industry trends and best practices.

Required Qualifications:

• 15+ years of overall experience.
• Experience as a user experience/user interface designer, human factors engineer, animation, or comparable roles, Business Architect or Continuous Improvement leader.
• Should possess knowledge of advisor/customer experience tools.
• Experience with wireframe prototyping tools.
• Experience in managing business engagements starting from building strong relationships with the various businesses leads to balancing a wide variety of priorities.
• Proven ability to promote ideas and proposals persuasively, shape stakeholders’ opinions, project a positive image, work through conflicts and negotiate win/win solutions (including at senior and executive levels).
• Excellent communication, presentation, influencing and reasoning skills.
• Strong organizational/people leadership experience, leading teams of various sizes through growth and change.
• Demonstrated leadership in coordinating initiatives across business and organizational boundaries and building effective cross-functional teams.
• MBA or other relevant advanced degree strongly preferred.

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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.