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.
- What success looks like
- Strong learning agility, critical thinking and effectively utilizing data to drive decisions
- Resilience: Ability to rebound from failures, seeing the lesson as the opportunity to learn and grow and demonstrating composure and confidence in difficult and turbulent times
- Accountability: Earn confidence and trust by demonstrating ownership, commitment and follow-through in achieving results and developing others to do the same.
The Impact:
As a Voice of the Customer Analyst, your responsibilities will include, but not be limited to the following:
- Customer feedback research, trending and analysis.
- Development of VOC summary reports
- Leverage data and analytics to provide insights around customer behavior and sentiment; identify improvement opportunities
- Ensure timely follow-up of actionable customer feedback (i.e. facilitate outreach to sales agents or end customers)
- Work with stakeholders across the business to review and drive the end-to-end customer experience, including the development of new services
- Maintain a solid and consistent process to collect and respond to customer queries received through VOC channels
- Partner with Business Intelligence on the tracking of customer/advisor satisfaction, survey methodology and reporting
- Execute on a customer experience strategy for Life and DI Operations
- Consolidate, synthesize, and regularly share organizational performance and trends relative to customer and producer VOC across survey mediums. Track progress to goals
- Analyze trends and determine key opportunities to drive higher customer/advisor satisfaction
- Work with managers and feedback owners to ascertain business area customer satisfaction results, determine opportunities for improvement and implement problem solving countermeasures
- Regularly present VOC results at team and department meetings
- Lead cross-team/department problem solving tied to improving customer/advisor experience
- Stay abreast of industry and customer trends. Leverage industry knowledge and external data for best-in-class practices
- Partner with managers and subject matter experts to develop and maintain customer journeys which align with organizational structure, workflows, and intent
- Partner with key business partners and stakeholders (ETX, Legal, Compliance, Digital Operations etc.) to collaborate cross-organizationally to ensure customer experience is aligned and supports one MassMutual.
The Minimum Qualifications
- High School Diploma
- 3+ years of VOC survey and data experience
- 1+ year of experience in analyzing data and identifying key findings and trends
- Strong business writing, presentation building & delivery, executive briefings skills
- Results oriented – act with a sense of urgency, strong follow-up
- Ability to see the big picture while maintaining a strong attention to detail
- Demonstrated data analysis and problem-solving skills
- Strong understanding of the project management process and the ability to drive outcomes
- Experience in a Lean environment and driving continuous improvement
- Must be in good performance and attendance standing
- Must be able to work in a fast-paced environment without sacrificing quality of work
- Positive, inclusive, agile, and collaborative mindset
The Ideal Qualifications
- Associate or Bachelor’s Degree
- Ability to collaborate, negotiate, influence, build trust and maintain strong working relationships while demonstrating humility, respect, urgency, curiosity and courage
- Ability to think critically, problem solve using data to drive toward resolution
- Strong Customer Service orientation/proven relationship building skills
- Experience in using Microsoft Excel, PowerPoint
- Experience with Confirmit/Forsta Plus Survey Tools
What to Expect as Part of MassMutual and the Team
- Regular meetings with the Specialized Services Team and Business partners
- 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 business with industry leading pay and benefits
