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.

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.