Job Description

Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual.

Description



The Digital Customer Care Senior Strategist will be responsible for executing Customer Cares strategic roadmap to deliver the highest impact to customers while achieving expected business results. As the Digital Customer Care Senior Strategist, you will leverage operational data, customer experience insights, and subject matter experts to identify opportunities that improve both processes and technology that support shared business objectives within the Company. This role will also effectively collaborate with cross-functional product, training, scheduling and WFM, QA, and documentation teams to clearly define business objectives and key performance indicators to inform product solutions. You will also support Customer Care leaders to optimize scaling of the internal SAAS platform operations.

For this role we are searching for candidates with a hybrid skillset consisting of customer centricity, stakeholder management, technical acumen, and change management. The ideal candidate must be experienced in managing cross-functional initiatives that involve both business and technical teams in delivering solutions that meet business needs. Candidates will also need to able to proactively plan while being comfortable in adjusting quickly as the data dictates. Finally, ideal candidates will be able to both dive into details while keeping the big picture in mind.

Finally, in this role as with all roles within MassMutual, you will demonstrate accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience, and self-awareness.

RESPONSIBILITIES

* Drive execution of Customer Cares long-term strategic roadmap
* Form a deep understanding of MassMutuals internal SAAS product and work closely with product teams in representing Customer Care needs
* Synthesize relevant operational and customer data to identify opportunities to optimize business performance and alleviate customer pain points
* Engage subject matter experts and cross-functional stakeholders to develop actionable recommendations that align with shared business objectives
* Define key performance indicators to measure strategic initiative success
* Collaborate with product and other cross-functional teams on complex strategic initiatives to ensure technical platforms meet customer needs while growing in tandem with operational capabilities
* Establish effective change management and communication strategies for Customer Care leaders to support team members and customers during platform rollouts
* Manage business implementation plans in coordination with product deliveries
* Share pertinent data and reporting with stakeholders to inform decision making for performance management
* Research industry best practices with recommendations for business process improvements
* Support creation of new processes and policies that enable Customer Care teams to operate more efficiently

SKILLS AND QUALIFICATIONS

* Bachelors degree required
* 4-5 years experience supporting customer-facing digital initiatives in a matrixed organization
* Experience in planning and managing a multi-million-dollar digital strategic initiative
* Strong strategic management and planning skillset
* Demonstrated success in leading a team
* Demonstrated ability to problem solve
* Excellent written and verbal communication skills, including the ability to present complex information clearly
* Ability and willingness to travel to NY and Springfield 1-3 times a year

PREFERRED QUALIFICATIONS

* Professional certifications with a focus on Customer Experience
* Technical certifications with a focus on customer relationship management applications
* Project Management or Agile certifications (e.g., PMP, CAPM, Scrum Master, etc.) a plus
* Demonstrated passion to continually strive to improve skills and competencies by participating in professional training and certification programs
* Demonstrated experience and comfortable working in an Agile environment

Why Join Us.

Weve been around since 1851. During our history, weve learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

Recognized as a 2019 Worlds Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. Its more than our company structure its 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. At MassMutual, we Live Mutual.

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.