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

• 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, or a related field.
• 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

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Salary Range:

At MassMutual, we focus on ensuring fair equitable pay, by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.

Why Join Us.

We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

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.

At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees.  Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.  For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.