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We help people secure their future and protect the ones they love.
The Role
Leads the strategic direction of Institutional Insurance Operations, Quantitative Consulting, and Business Systems Consulting. Oversees client and advisor experience, conservation and in-force strategies, business planning, performance metrics, automation, service enhancements, and cross-functional initiatives. Partners with Sales, Product, Legal, Compliance, Finance, Technology, Underwriting, and other leaders to improve scalability, retention, profitability, operational excellence, and client value across BOLI, COLI, and ICOLI businesses.
Summary Generated by Built In
Head of Client Experience - Institutional Insurance
Institutional Solutions
Full-Time | Springfield, MA or Boston, MA
The Opportunity
As the Head of Client Experience for Institutional Insurance, help shape and execute the vision for MassMutual's Bank-Owned Life Insurance (BOLI), Corporate-Owned Life Insurance (COLI), and Insurance Company-Owned Life Insurance (ICOLI) businesses. Lead the strategic direction for Operations, Quantitative Consulting, and Business Systems Consulting, while advancing enterprise priorities that drive sustainable growth, operational excellence, client value, and market leadership.
In this highly visible leadership role, you will influence and collaborate across Sales, Product, Operations, Compliance, Legal, Underwriting, Technology, and Finance to develop and execute strategic priorities. You will drive conservation efforts, manage the institutional insurance initiatives roadmap, and champion enhancements that strengthen advisor and client experiences throughout the lifecycle of our solutions.
You will leverage operational insights, competitive intelligence, and business analytics to identify opportunities, prioritize investments, and drive outcomes that support long-term growth and client satisfaction. This role offers significant autonomy, broad organizational influence, and responsibility for shaping the future of the advisor and client experience in Institutional Insurance at MassMutual.
The Team
The Institutional Insurance team supports one of the industry's leading providers of BOLI, COLI, and ICOLI solutions. We partner closely consultants, brokers, and advisors to deliver innovative insurance solutions that help financial institutions, corporations and insurance company clients meet their long-term financial objectives.
Our team includes professionals across sales, client service, operations, strategy, product, finance, underwriting, compliance, and actuarial disciplines. We are driven by collaboration, innovation, client focus, and a commitment to delivering exceptional outcomes for our clients and partners. The team works across the enterprise and plays a critical role in advancing MassMutual's growth and leadership in the institutional insurance marketplace.
The Impact
Strategic Leadership & Business Planning
Initiatives & Innovation
Client Experience & Advisor Experience
Conservation & In-Force Strategy
Business Performance & Strategic Execution
Leadership Team Contribution
The Minimum Qualifications
The Ideal Qualifications
What to Expect as Part of MassMutual and the Team
#LI-LS1
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.
Salary Range: $189,900-$249,200
Institutional Solutions
Full-Time | Springfield, MA or Boston, MA
The Opportunity
As the Head of Client Experience for Institutional Insurance, help shape and execute the vision for MassMutual's Bank-Owned Life Insurance (BOLI), Corporate-Owned Life Insurance (COLI), and Insurance Company-Owned Life Insurance (ICOLI) businesses. Lead the strategic direction for Operations, Quantitative Consulting, and Business Systems Consulting, while advancing enterprise priorities that drive sustainable growth, operational excellence, client value, and market leadership.
In this highly visible leadership role, you will influence and collaborate across Sales, Product, Operations, Compliance, Legal, Underwriting, Technology, and Finance to develop and execute strategic priorities. You will drive conservation efforts, manage the institutional insurance initiatives roadmap, and champion enhancements that strengthen advisor and client experiences throughout the lifecycle of our solutions.
You will leverage operational insights, competitive intelligence, and business analytics to identify opportunities, prioritize investments, and drive outcomes that support long-term growth and client satisfaction. This role offers significant autonomy, broad organizational influence, and responsibility for shaping the future of the advisor and client experience in Institutional Insurance at MassMutual.
The Team
The Institutional Insurance team supports one of the industry's leading providers of BOLI, COLI, and ICOLI solutions. We partner closely consultants, brokers, and advisors to deliver innovative insurance solutions that help financial institutions, corporations and insurance company clients meet their long-term financial objectives.
Our team includes professionals across sales, client service, operations, strategy, product, finance, underwriting, compliance, and actuarial disciplines. We are driven by collaboration, innovation, client focus, and a commitment to delivering exceptional outcomes for our clients and partners. The team works across the enterprise and plays a critical role in advancing MassMutual's growth and leadership in the institutional insurance marketplace.
The Impact
Strategic Leadership & Business Planning
- Evaluate and evolve the Institutional Insurance operating model, organizational capabilities, and service delivery framework to support growth, scalability, risk management, and changing market demands.
- Lead the strategy, performance, and evolution of the end-to-end operational capabilities for Institutional Insurance, including oversight of New Business and Post Issue Services, Quantitative Consulting, and Business Systems Consulting teams, ensuring scalable solutions that drive growth, operational effectiveness, and a differentiated client experience.
- Facilitate effective communication and coordination across Operations, Quantitative Consulting, Business Systems Consulting, Sales, and Investment Product Consulting to ensure alignment of priorities, visibility into key issues, and cohesive execution across teams.
- Identify and sponsor automation, reporting, and capability enhancement initiatives that improve scalability, strengthen client outcomes, and support business growth.
Initiatives & Innovation
- Partner with Product, Legal, Compliance, Investment Product Consulting and Sales teams to identify, design, prioritize, and implement enhancements, and service capabilities.
- Champion innovation initiatives that improve efficiency, drive profitable growth, and strengthen client value propositions.
- Oversee New Sale & In force Illustration tools and functions to ensure growth as well as accurate and timely projections required in the administration of our business.
Client Experience & Advisor Experience
- Lead the development and execution of a comprehensive Institutional Insurance client and advisor experience strategy including oversight of our Agency Agreements, Commissions and production reporting.
- Identify opportunities to enhance engagement, simplify processes, improve communications, and strengthen service delivery across key client touchpoints.
- Establish and monitor experience metrics to measure success and drive continuous improvement.
- Stay abreast of pertinent business and industry knowledge including state and federal regulations impacting the BOLI, COLI and ICOLI and the integration as needed into the operations.
Conservation & In-Force Strategy
- In collaboration with Head of Institutional Insurance, develop and execute conservation strategies designed to improve policy retention, protect assets under management, and strengthen client relationships.
- Partner across sales, service, operations, and product teams to proactively identify retention risks and implement targeted solutions.
- Analyze policyholder behavior, industry trends, and business results to optimize in-force management strategies.
Business Performance & Strategic Execution
- Establish key performance indicators and reporting frameworks that support business decision-making and accountability.
- Leverage business performance data, market insights, and client trends to prioritize investments, allocate resources, and drive achievement of strategic objectives.
- Lead and influence cross-functional initiatives that improve organizational effectiveness, profitability, and market position.
Leadership Team Contribution
- Actively participate as a member of the Institutional Insurance Leadership Team.
- Collaborate with leaders across Sales, Investment Product Consulting, Product Actuarial, Compliance, Legal, Finance, Technology, and Underwriting to ensure alignment around strategic priorities and organizational objectives.
- Foster a culture of innovation, accountability, collaboration, and continuous improvement within Institutional Insurance Operations, Quantitative Consulting and Business Systems Consulting.
The Minimum Qualifications
- Bachelor's degree.
- 10+ years of experience in financial services, life insurance, employee benefits, institutional insurance, or related markets.
- 7+ years of leadership experience with accountability for strategic initiatives, product and in-force management, business development, or client experience functions.
- 5+ years of experience developing and executing business strategies that drive measurable business results using performance metrics, data-driven insights, and action planning
The Ideal Qualifications
- Experience in BOLI, COLI, ICOLI, Executive Benefits, Corporate Benefits, or Institutional Insurance markets.
- Advanced knowledge of life insurance products, distribution models, and institutional client needs.
- Proven success leading product development, product enhancements, or go-to-market initiatives.
- Experience leading cross-functional initiatives involving multiple business stakeholders.
- Experience designing and implementing client experience or customer experience programs.
- Strong understanding of conservation, retention, and in-force management strategies.
- Exceptional strategic thinking and business planning capabilities.
- Strong executive presence with the ability to influence decisions across all organizational levels.
- Demonstrated ability to leverage analytics and market intelligence to drive business decisions.
- Excellent verbal, written, and presentation communication skills.
- Ability to navigate ambiguity and lead through organizational change.
- FINRA Series 6 and 63 licenses are preferred.
- FLMI, CLU, ChFC, or other insurance and financial services designations preferred.
- MBA or advanced business degree preferred.
What to Expect as Part of MassMutual and the Team
- Regular meetings with the Institutional Insurance Leadership Team.
- Focused one-on-one meetings with Head of Institutional Insurance
- Networking opportunities including access to Asian, Hispanic/Latinx, African American, Women, LGBTQIA+, Veteran, and Disability-focused Business Resource Groups.
- Access to learning content on Degreed and other professional development platforms.
- Your ethics and integrity will be valued by a company with a strong, stable, and customer-focused culture.
#LI-LS1
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.
Salary Range: $189,900-$249,200
Skills Required
- Bachelor's degree
- 10+ years of experience in financial services, life insurance, employee benefits, institutional insurance, or related markets
- 7+ years of leadership experience with accountability for strategic initiatives, product and in-force management, business development, or client experience functions
- 5+ years of experience developing and executing business strategies using performance metrics, data-driven insights, and action planning
- Experience in BOLI, COLI, ICOLI, Executive Benefits, Corporate Benefits, or Institutional Insurance markets
- Advanced knowledge of life insurance products, distribution models, and institutional client needs
- Proven success leading product development, product enhancements, or go-to-market initiatives
- Experience leading cross-functional initiatives involving multiple business stakeholders
- Experience designing and implementing client experience or customer experience programs
- Strong understanding of conservation, retention, and in-force management strategies
- Exceptional strategic thinking and business planning capabilities
- Strong executive presence with the ability to influence decisions across all organizational levels
- Demonstrated ability to leverage analytics and market intelligence to drive business decisions
- Excellent verbal, written, and presentation communication skills
- Ability to navigate ambiguity and lead through organizational change
- FINRA Series 6 and 63 licenses
- FLMI, CLU, ChFC, or other insurance and financial services designations
- MBA or advanced business degree
MassMutual Compensation & Benefits Highlights
How does MassMutual ensure its pay and bonus plans are competitive?
MassMutual supports competitive compensation through salary and bonus opportunities, retirement contributions, pay transparency practices and a broad benefits package that adds value beyond base pay. The company also uses long-running pay equity reviews and employee feedback to evaluate whether rewards are supporting employees across roles and life stages.
- Competitive pay and bonus opportunities: MassMutual describes its total rewards approach as holistic and flexible, with competitive salaries and bonuses designed to support employees’ financial well-being. Employees also point to compensation as part of the value proposition, with one sales assistant citing “great benefits and lots of flexibility,” and another employee describing the company’s “good leadership and benefits.”
- Retirement and financial benefits: MassMutual provides a 401(k) benefit of up to 10% of eligible compensation, including a 5% company match and a 5% annual company contribution. The company also treats eligible student loan payments like 401(k) contributions for matching purposes and begins monthly retirement healthcare account contributions for employees starting at age 45.
- Pay transparency and pay equity: MassMutual posts salary ranges in most job postings and has used an independent HR risk management firm to conduct annual adjusted pay gap reviews for 17 years. That approach connects compensation competitiveness with equity and accountability across the employee experience.
- Benefits as part of total rewards: MassMutual’s compensation includes health, dental and mental health benefits, caregiver leave, parental leave, bereavement leave, paid volunteer time, flexible holidays and a Well-Being Wallet of up to $1,250 annually. A head of human resources said, “It’s not about industry standards — it’s about supporting all employees’ well-being in ways that are meaningful to them.”
- External signals:
- Benefits value: Employees on external review sites regularly highlight benefits as a strength, with reviews calling out “excellent benefits,” “great benefits” and a “great benefits package.” (Glassdoor; Indeed)
- Compensation and retention: Employees surveyed on external review sites rate MassMutual’s perks and benefits an A-, with 100% saying perks and benefits play a role in staying at the company. (Comparably)
- Financial stability: MassMutual reported more than $10 billion in insurance and annuity benefits paid in 2025 and total adjusted capital above $34 billion, reinforcing the company’s long-term financial foundation. (MassMutual 2025 Annual Report)
Bottom line: MassMutual supports competitive pay through salary and bonus opportunities, strong retirement contributions, pay transparency, recurring pay equity reviews and benefits designed to support employees’ financial, physical, mental and family well-being.
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The Company
What We Do
Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We’re people helping people. Together, we’re stronger.
Why Work With Us
MassMutual has the financial security and stability of a 170+ year old company, with the culture and energy of a startup. We work every day with the customer front of mind to build the best digital experience in the industry.
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MassMutual Teams
MassMutual Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We believe in capitalizing on the best of being together in our offices as well as personal flexibility. Our workplace philosophy puts office collaboration first, combined with flexibility to work remotely.
Typical time on-site:
3 days a week
