Employer: MassMutual Financial Group

The Opportunity

As a Voice of the Customer Analyst, you’ll be responsible for performing customer feedback research and analysis to support business operations and present findings to leadership. You’ll determine root cause(s) for favorable and unfavorable customer experiences, while providing suggestions on how to improve current practices and identify best practices our teams can implement. Furthermore, you’ll partner within insurance operations on problem solving initiatives and special projects. By embodying agility, resilience, accountability, business acumen, courage and communication, you’ll help drive a better customer experience.

The Team

The Voice of the Customer Analyst role is a newly created role designed to focus on the customer experience. You will be joining a growing team that supports our Life Service Center and Disability Operations in a variety of ways including, Voice of Customer (VOC), Quality Assurance, Reporting, Service Escalations among other things. The team is responsible for ensuring we provide an outstanding experience for both our field and customers. We strive for continuous improvement by looking for opportunities to improve the overall service experience of our customers, field and business partners.

The Impact:

As a Voice of the Customer Analyst, your responsibilities will include, but not be limited to the following:

The Minimum Qualifications

The Ideal Qualifications

What to Expect as Part of MassMutual and the Team

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