Head of Voice of Customer & Analytics

The Opportunity

The Head of Voice of Customer & Experience Analytics leads the operations-wide strategy for advisor and client/customer experience insights. This role oversees the VOC program, transforming feedback into actionable intelligence across the value chain. By advancing experience analytics capabilities and data-driven influence, this leader drives measurable improvements in satisfaction, retention, and operational performance.

Partnering across Operations, Technology, Marketing, Corporate Strategy, and more, they integrate experience feedback with operational metrics to deliver a unified view of the advisor and client/customer journey—across digital and non-digital touchpoints. They also lead a team of technical and strategic experts focused on research, analysis, and reporting, empowering decision-makers with insights that shape first-in-class experiences.

This role sets the vision for omnichannel experience analytics, strengthens feedback loops, and builds a community of practice that champions experience excellence. It includes executive-level reporting and close collaboration with the Head of BI, Reporting & Analytics to ensure consistency in tools, dashboards, and governance.

Join a dynamic, purpose-driven leadership team at the heart of Advisor/Client Experience & Business Excellence—where curiosity meets strategy and insights spark transformation. This team brings together Journey Mapping, Experience Strategy, VOC & Experience Analytics, Continuous Improvement, and Business Architecture to create a powerhouse of experience innovation. We thrive on solving complex challenges, supporting one another, and pushing boundaries to elevate both customer and advisor journeys.

In close partnership with Corporate Insights and Marketing, we turn data into action and ideas into impact—driving enterprise-wide improvements that matter.

The Head of Voice of Customer & Experience Analytics has a strong understanding and experience using omnichannel data analysis, customer experience metrics (e.g. NPS, CSAT, Ease), predictive analytics, and business metrics. You must be able to inclusively inspire employees to leverage insights at all levels in the organization; think strategically across the business; initiate strategic initiatives to improve experiences; partner through execution, engage with and influence senior business leaders and front line employees;

drive change across the organization; identify opportunities to add value to the business; demonstrate strong financial acumen and analytical skills; and successfully drive others to fully execute projects to completion and regularly report on progress and performance at all levels of the organization.

• Strategy & Program Advancement – Lead and evolve the Voice of the Customer (VOC) & Experience Analytics framework for Mass Mutual Operations through a multi-year strategy focused on advancing program maturity and team capabilities. Define clear roles and responsibilities, share transformation progress across the organization, and elevate the VOC program to best-in-class standards by building and scaling a multi-channel listening ecosystem—including, but not limited to, transactional survey design, complaint management, omnichannel listening, digital sentiment analysis, CES, CSAT, and focus groups—to deepen experience insights across the advisor and client/customer journey.
• Experience Analytics Program Management – Lead the collection, transformation, analysis, and reporting of advisor and client/customer experience data to uncover trends and actionable insights. Develop dashboards and scorecards that clearly link experience metrics to experience and business outcomes. Apply hypothetical, empirical, statistical predictive and prescriptive analytics to identify at-risk segments, churn drivers, and growth opportunities. Oversee the development and refinement of text and voice analytics models to deepen understanding of experienced drivers and enhance the strategic impact of the VOC & Experience Analytics program.
  
  Demonstrate use, advancement, and evangelization of VOC AI/GenAI tools with clear transformative…