Institutional Insurance Head of Client Experience

Head Of Client Experience - Institutional Insurance

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 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 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.
• FLMI, CLU, ChFC, or other insurance and financial services designations preferred.
• MBA or advanced business degree preferred.

Massachusetts Mutual Life Insurance