Job Description

The Opportunity

As the Journey Analytics Consultant, you will be creating insights throughout the customer and producer journeys via highly exploratory analyses, to drive customer experience and producer experience. The insights will also contribute to the design and delivery of a customer- and audience-centric marketing strategy. You will work with data engineering, architects, as well as IT team to strategize, prototype and build the data foundation to support journey analytics. You will also work across peer groups and stakeholders to identifying pain points and influence the process design and optimization that would improve the customer experience

The Team

This position is part of the Data Foundation & Journey Analytics team, sitting within the marketing analytics group, which is responsible for marketing data strategy, as well as marking measurement and insights to drive marketing strategy.  The Marketing Analytics and Customer Insights team is a part of the MassMutual Brand and Marketing group. It aims to drive growth and opportunities across the organization with brand analytics, marketing technology, insights and customer engagement.  

The Impact

The Journey Analytics Consultant will:

Work with the marketing research team to quantify and create a framework to understand customer personas, mindset and behaviors.

Build and quantify key touch points across customer lifecycle through the visualization of customer personas and journey maps.

Identify low-hanging fruit and friction points of customer journey that would improve customer experience as well as sales opportunity.

Build customer journey data mart prototype, and work with data engineering team enable data automation.

Owns the customer journey data strategy, and works with data engineering team, architects as well as IT team to implement the customer journey data infrastructure.

Deliver concise, clear and actionable presentations to decision-makers

Communicate data in a storytelling format, engage your audience and implore them to act

Minimum Qualifications:

Bachelor’s degree in Mathematics, Statistics, Finance, Computer/Data Science, or Analytics

5+ years of marketing, web or customer analytics experience, with proven analytical skills, including mining, evaluation, and analysis

3+ years experience with SQL, R or similar tools with the ability to write complex queries

1+ years experience with web analytics tools (e.g., Google Analytics, Adobe/Omniture, Snowplow)

1+ year experience in prototyping and developing reports and data visualization using tools such as Tableau, Looker, Microstrategy

Fast learner and a strong problem solver; ability to operate in a fast-paced environment

Strong written & oral communication, and collaboration skills that enable clear and concise communication of data issues and analyses that can be understood by a broad audience

Ability to build and maintain strong working relationships across cross-functional groups

The Ideal Qualifications

Master’s degree in mathematics, Statistics, Finance, Computer/Data Science, or Analytics

Proven experience with complex statistical predictive modeling, experience with R or Python, strong storytelling skills to deliver actionable insight.

Hands on experience in building ETL, and prototyping the data mart across multiple data environments (ex: Teradata, Vertica, MS SQL, Oracle); design and build the data foundation to support the journey analytics & visualization across multiple platforms; Experience with unknown user journey, Minhash/SimHash is a plus

4+ year Experience in Customer analytics, customer journey analytics, hands on experience in customer survey design such as NPS

2+ year experience with a web analytics service (i.e. Google Analytics, Adobe/Omniture, Snowplow), with hands on experience with site digital data (clickstream data)

4+ year experience in prototyping and developing reports and data visualization, extensive knowledge in tools such as Tableau, Looker, Microstrategy or Power BI; proficiency in SQL; knowledge of On-Premise and Cloud data architect is a plus

Ability to lead vendor data ingestion through sftp and API, experience with designing analytics

Proven experience in driving project across cross-functional teams to deliver results.

What to Expect as Part of MassMutual and the Team

Regular meetings with the Marketing Analytics and Customer Insights team leads and Marketing & Brand stakeholders

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

Your ethics and integrity will be valued by a company with a strong and stable ethical nosiness with industry leading pay and benefits