Worksite Customer Experience
Full-time, Boston or Springfield, MA
The Opportunity
We have an exciting opportunity for an experienced professional with a proven track record of driving digital transformation, accelerating adoption of digital capabilities, and influencing enterprise strategy through measurable business outcomes.
As part of the Worksite organization, this role is responsible for driving the activation and adoption of digital capabilities across customer journeys, service models, and operational workflows while helping shape the Worksite digital experience strategy. Partnering across business, operations, product, technology, and leadership teams, this individual will help ensure digital capabilities are not only well designed, but become the preferred path for customers and employees, delivering value through improved customer experience, operational efficiency, and return on digital investments.
The Team
Our mission is to make financial well-being a reality for all working Americans and those who count on them by delivering a differentiated, digital-first customer experience that is easy to use, accessible, and scalable.
As part of the Worksite organization, you will collaborate with leadership and cross-functional partners to enhance portals, self-service capabilities, and omnichannel service experiences for employers, employees, and advisors.
The Impact
In This Role, You Will
- Drive adoption, engagement, and utilization of digital capabilities across customer journeys and operational workflows.
- Help shape the Worksite digital experience strategy, self-service capabilities, and omnichannel service model.
- Partner across business, operations, product, digital, and technology teams to deliver seamless customer experiences and influence digital priorities.
- Embed digital solutions into key customer and operational moments to increase usage, adoption, and business value.
- Serve as a digital and customer experience champion, providing thought leadership and data-driven insights to improve adoption and performance outcomes.
- Establish and track measures of success, including digital usage, workflow adoption, customer experience outcomes, operational efficiency, and value realization from digital investments.
The Minimum Qualifications
- 5+ years of experience driving digital experience, digital adoption, customer experience, process improvement, service transformation, or digital enablement initiatives.
- 5+ years of experience in financial services and/or customer facing industries.
- Associate’s Degree.
The Ideal Qualifications
- Proven ability to drive digital transformation and adoption at scale.
- Experience influencing in a matrixed organization.
- Strong analytical and data-driven decision-making skills.
- Excellent communication and interpersonal skills.
- Ability to balance strategic priorities with operational execution.
- Financial Services or Insurance experience preferred.
- Experience partnering with Product, Technology, and Operations teams.
- Experience with digital platforms, customer portals, and self-service tools.
- Strong problem-solving, organizational, and collaboration skills.
What You Can Expect At MassMutual
MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:
- Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes
- A collaborative environment where perspectives are welcomed
- Access to learning, development, and internal networks that support continuous growth and skill-building over time
- Employee-led communities and forums that foster connection, learning, and inclusion across the organization
- A culture grounded in integrity, responsibility, and stewardship—supported by a company with a strong legacy and a future-focused mindset
MassMutual is an equal employment opportunity employer. We welcome all persons to apply.
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page.
