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We help people secure their future and protect the ones they love.
The Role
Analyze customer feedback, survey results, and operational data to identify trends, friction points, and experience opportunities. Create executive-ready dashboards, reports, presentations, and visualizations; support Forsta platform administration, survey configuration, reporting, and optimization. Improve reporting processes, data quality, and analytical practices while using data storytelling to provide actionable recommendations to stakeholders and business leaders.
Summary Generated by Built In
Voice of Customer Strategic Consultant
Voice of Customer & Experience Analytics
Full-time, Springfield, MA
The Opportunity
As a VOC Strategic Consultant, you will help MassMutual turn customer feedback into clear, actionable insights that strengthen the experiences we deliver to customers, advisors, and internal partners. This role sits within the Voice of Customer function and plays an important part in connecting what customers are telling us to the decisions, priorities, and improvements that shape their experience.
You will work with survey, feedback, and operational data to identify themes, trends, and opportunities that help business leaders understand what is working, where friction exists, and where experience improvements may have the greatest impact. The role combines analytics, reporting, platform support, and data storytelling in a collaborative environment where insights are expected to be practical, credible, and easy for stakeholders to act on.
This is a strong opportunity for someone who is customer-focused, analytically minded, and interested in helping an evolving Voice of Customer capability mature through stronger reporting, better use of technology, and deeper insight generation.
The Team
The Voice of Customer & Experience Analytics team helps MassMutual listen to customers, understand their experiences, and translate feedback into business insight. The team partners across the organization to support survey programs, reporting, analytics, and experience improvement efforts. You will work with colleagues who are focused on improving how customer feedback is collected, interpreted, and shared with leaders and stakeholders. The team is continuing to evolve its capabilities, including reporting automation, platform optimization, and stronger connections between insight and action.
The Impact
The Minimum Qualifications
The Ideal Qualifications
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:
#LI-JF1
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: $99,800-$131,000
Voice of Customer & Experience Analytics
Full-time, Springfield, MA
The Opportunity
As a VOC Strategic Consultant, you will help MassMutual turn customer feedback into clear, actionable insights that strengthen the experiences we deliver to customers, advisors, and internal partners. This role sits within the Voice of Customer function and plays an important part in connecting what customers are telling us to the decisions, priorities, and improvements that shape their experience.
You will work with survey, feedback, and operational data to identify themes, trends, and opportunities that help business leaders understand what is working, where friction exists, and where experience improvements may have the greatest impact. The role combines analytics, reporting, platform support, and data storytelling in a collaborative environment where insights are expected to be practical, credible, and easy for stakeholders to act on.
This is a strong opportunity for someone who is customer-focused, analytically minded, and interested in helping an evolving Voice of Customer capability mature through stronger reporting, better use of technology, and deeper insight generation.
The Team
The Voice of Customer & Experience Analytics team helps MassMutual listen to customers, understand their experiences, and translate feedback into business insight. The team partners across the organization to support survey programs, reporting, analytics, and experience improvement efforts. You will work with colleagues who are focused on improving how customer feedback is collected, interpreted, and shared with leaders and stakeholders. The team is continuing to evolve its capabilities, including reporting automation, platform optimization, and stronger connections between insight and action.
The Impact
- Transform customer feedback and operational data into actionable insights that help identify customer trends, experience opportunities, and business impacts.
- Develop dashboards, reports, presentations, and data visualizations that make Voice of Customer insights clear, compelling, and executive-ready.
- Support administration and optimization of the Forsta Voice of Customer platform, including reporting, survey configuration, and use of platform capabilities.
- Contribute to continuous improvement of reporting processes, data quality, and analytical best practices so insights are more consistent, efficient, and reliable.
- Apply data storytelling techniques to translate complex information into practical business recommendations for stakeholders.
- Manage multiple priorities and deliver high-quality work in a fast-paced environment while supporting the needs of an evolving Voice of Customer function.
The Minimum Qualifications
- Bachelor's degree or 5+ years of professional work experience.
- 3+ years of experience in Voice of Customer, customer experience, business analytics, statistics.
- 3+ years of experience analyzing customer feedback, survey results, operational data, or similar data sources to identify trends and insights.
- 3+ years of experience creating reports, dashboards, presentations, or data visualizations for business stakeholders.
The Ideal Qualifications
- Experience working with Voice of Customer platforms, including Forsta or Qualtrics.
- Experience with business intelligence and data visualization tools such as Tableau or Power BI.
- Experience supporting survey configuration, reporting administration, or platform optimization.
- Experience managing multiple priorities and delivering work in a fast-paced environment.
- Experience using data storytelling to turn complex findings into clear, actionable recommendations.
- Knowledge of customer experience measurement, survey methodology, or Voice of Customer best practices.
- Ability to connect customer insights to business decisions, experience improvements, and stakeholder priorities.
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
#LI-JF1
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: $99,800-$131,000
Skills Required
- Bachelor's degree or 5+ years of professional work experience
- 3+ years of experience in Voice of Customer, customer experience, business analytics, or statistics
- 3+ years of experience analyzing customer feedback, survey results, operational data, or similar data sources to identify trends and insights
- 3+ years of experience creating reports, dashboards, presentations, or data visualizations for business stakeholders
- Experience working with Voice of Customer platforms, including Forsta or Qualtrics
- Experience with business intelligence and data visualization tools such as Tableau or Power BI
- Experience supporting survey configuration, reporting administration, or platform optimization
- Experience managing multiple priorities and delivering work in a fast-paced environment
- Experience using data storytelling to turn complex findings into clear, actionable recommendations
- Knowledge of customer experience measurement, survey methodology, or Voice of Customer best practices
- Ability to connect customer insights to business decisions, experience improvements, and stakeholder priorities
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
