TITLE: CUSTOMER EXPERIENCE DESIGNER
LOCATION: MASSMUTUAL – 100 Bright Meadow Blvd.
COMPANY MASSMUTUAL FINANCIAL GROUP
Chartered in 1851, Massachusetts Mutual Life Insurance Company (“MassMutual” or the “Company”) is a leading mutual life insurance company that is run for the benefit of its members and participating policyholders. The Company has a long history of financial strength and strong performance, paying dividends to eligible participating policyholders every year since the 1860s. MassMutual is headquartered in Springfield, Massachusetts and its major subsidiaries include OppenheimerFunds, Inc., Babson Capital Management LLC, Cornerstone Real Estate Advisers LLC, Baring Asset Management Limited and First Mercantile Trust Company.
MassMutual Financial Group (“MMFG”) is a marketing name for Massachusetts Mutual Life Insurance Company and its affiliated companies and sales representatives. MMFG is a global, diversified financial services organization providing life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, annuities, investment management, mutual funds and trust services to individual and institutional investors. With whole life insurance as its foundation, the company’s strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual, or its subsidiaries, also have operations in Asia, Europe and Latin America.
MassMutual has maintained some of the highest financial strength ratings in any industry, and is committed to maintaining a position of preeminent financial strength by achieving consistent, long-term profitable growth. In total, MassMutual worldwide insurance in-force was $532 billion at the end of 2009, and assets under management were $420 billion. Premium and other deposits totaled $27 billion for 2009. MassMutual is ranked 93 on the Fortune 500 list and was also named one of Fortunes “Most Admired” companies.
Customer Experience Strategy
The Customer Experience Designer is a key contributor to the successful implementation of a start-up customer experience program across MassMutual’s U.S. Insurance Group (USIG). This role is responsible for working as a member of a team reporting to the VP of Customer Experience. The ideal candidate is a strategic thinker and can also roll-up their sleeves to get the job done. Direct customer experience preferred, with a focus on: journey mapping; customer personas; voice of customer metrics; human factor design; and user experience design. The ideal candidate successfully partners with business leaders in a matrixed environment to help develop solutions that deliver exceptional customer experiences across all channels and customer touch-points, with the ability to effectively communicate concepts to all levels of employees.
Job Responsibilities & REQUIREMENTS:
- Handles complex long-term focused projects involving multiple disciplines or business units
- Works independently and with management on high visible, divisional/cross-divisional complex projects
- Sought as a key resource for resolution of unique or complex business problems
- Advances the interest of the company by serving on teams that are external to the organization when appropriate
- Drives continuous improvement and efficiencies beyond own scope of responsibility
- Individual typically has at least 8+ yrs of related experience
The Customer Experience Designer is dynamic and proactive, working with business stakeholders and technology partners to design, develop and implement the US Insurance Group Customer Experience strategy including key capabilities.
Responsibilities will include:
Define and document the strategic Customer Experience strategy that best meets the overall objectives and operational needs of the business.
Facilitate, consult, and engage business partners in the definition and execution of Customer Experience governance model.
Partners in the identification and assessment of internal and external drivers that will shape the development of customer experience components.
Defines and develops customer journeys that deliver a great customer experience.
Uses voice of the customer feedback to help inform the development of customer journeys, processes, and policies.
Conduct focus groups / industry best practice assessments to ensure alignment and determination of target levels of best in class activities.
Manage and oversee the execution of detailed business requirements definition, specification development and implementation of approved strategic solutions.
Initiate significant interactions with leaders and personnel at all levels of the organization.
Continuously analyze key business metrics and benchmarks against relevant industry peers and key external best practices.
Develop insights and recommendations into ways the business should improve its capabilities in order to drive value.
Partners with core business operations and develop strong, productive cross enterprise relationships.
Consulting experience with top-tier firm desirable but not required
Customer Experience strategy and execution experience
Experience with journey mapping, customer personas, and voice of customer (VOC) metrics preferred
Human factors and user experience design is ideal
Have both insurance industry and cross-industry experience
Represent maturity, professionalism, commitment and passion
Strong communication, presentation and material development skills
3-8 years of relevant experience
§ Focus on the Customer . Know your customers well; add value with a sense of urgency.
§ Act with Integrity : Be trustworthy, adhere to high ethical standards, adhere to the letter and spirit of applicable laws, rules, regulations and company policies
§ Value People . Lead people to success; appreciate diverse backgrounds, ideas and experiences.
§ Work Collaboratively . Partner with others to achieve results that leverage the right resources
§ Achieve Results . Focus on winning; consistently exceeds expectations, beat the competition.
We pay competitive base salaries and we reward performance. Our salary structure is commensurate with experience. In addition, you will be eligible to participate in our comprehensive benefits program including medical insurance and 401(K).
If you would like to apply to this position please click on the URL and enter the job post number nc 50438173 using the “Keyword Search” function.
In addition, if you would like to learn more about MassMutual, please visit www.massmutual.com .
MassMutual is an Equal Employment Opportunity employer M/F/D/V. We welcome all persons to apply.
If you feel you need an accommodation to apply for one of our open positions, please contact us at (413) 744-6825.
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