Head of Marketing Analytics and Customer Insights

| Greater Boston Area

 

If this sounds like a fit, we’re looking to hire a Head of Marketing Analytics and Customer Insights to join our Marketing and Brand team.

Why we need you.

We’re growing and our clients deserve the best. In this role you’ll have an opportunity to set the vision, develop strategy, and grow the marketing analytics, customer insights and customer experience teams to interpret and translate data into actionable insights that inform growth and results across MassMutual’s Marketing organization.  

In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.

Who are we.

The Marketing & Brand organization is an enterprise marketing function that strives to drive best in class marketing strategy and creative execution while creating exceptional customer experiences and growth for customers, products and partners. The Marketing & Brand team centralizes business line strategy with creative execution and measurement. This team is responsible for driving business growth and building and communicating our core brand values and goals.

What success looks like.

Our ideal candidate has proven experience overseeing customer-focused data-driven marketing and brand insights that influence the front and back side of integrated marketing programs. Keys to success are the data, insights, and analytics mindset to oversee two critical marketing functions: (1) Customer Insight and Experience principles and (2) Marketing Analytics and Technology. 

This candidate will design the strategy and data around upfront customer insights necessary to design and customize marketing and product launch campaigns including owned and third party segmentation modeling and customer experience (CX) tools and models to build successful targeted engagement campaigns. 

To ensure effective marketing campaign design and success, this candidate will also manage the team that tracks all data, analytics, marketing technology, and marketing channel performance analytics that create campaign dashboards, KPIs, and influence real time campaign decisions and budget allocations. Developing and maintaining an efficient and effective marketing stack comes with ease to this leader. Part of success includes creating stakeholder buy in and connecting tools across the enterprise. Also critical is a solid understanding of how to build, manage, and scale a marketing technology stack that can optimize and create real-time attribution and analysis to adjust marketing channel success and spend.

The successful candidate will also have experience across multiple business channels (B2C and B2B), to help drive insights that allow for the nuances of B2B audience while also creating data models to identify opportunities for market expansion and cross-sell growth across B2C and B2B business lines.

What your days and weeks will include.

  • Setting the vision, strategy, and hiring roadmap for the Marketing Analytics and Customer Insights team. 
  • Develop a structured, strategic pipeline for customer research, insights and CX principles aligned with enterprise manufacturing and distribution goals. Align with other digital and service CX teams to create universal strategy for acquisition and retention.
  • Drive analysis informing segmentation and targeting recommendations across all strategic marketing channels. 
  • Manage a centralized resource team that provides data support on the design, execution, and measurement of impactful marketing and product campaigns. Establish marketing analytics dashboards, OKRs, and cadence identifying goals and optimizing across multiple marketing channels
  • Aggregate and analyze data from multiple advertising and media platform partners and analytics to tie multi-touch attribution models and optimization across all touchpoints and channels. 
  • Oversee team that will manage and deploy a marketing technology stack to support intelligence, marketing automation and feedback into overall strategy and performance plans. Tools and partners include retargeting such as Simulmedia, to social, digital, creative and CMS partners like LikedIn, Sprinklr, Seismic, Tableau, Google Analytics, Salesforce Marketing Cloud, Hearsay, Snowplow etc.
  • Partner with data science and enterprise technology teams on optimizing consumer data to drive business and brand goals such as awareness, conversion, acquisition and retention.

  • Create future state multi channel customer journey maps and customer and product insights specific to influence customer interactions and unique behavior patterns. 
  • Maintain and enhance establish customer experience principles framework and expand on models, tools and guidelines to build world class customer experience programs.
  • Gather and synthesize research and insights to stay on top of customer needs, sentiment, competition, and industry trends.
  • Communicate findings and recommendations in a way that is clear and actionable for all partners at all levels. 
  • Work cross-functionally with leaders on Product, Strategic Marketing, Data Science, Enterprise technology teams. 
  • Partner with Marketing Strategy and Finance teams to develop and maintain a comprehensive forecasting tool to inform planning, budget allocation, and marketing channel efficiency recommendations. 

The skills that make you a great fit.

  • 15+ years of marketing measurement and analytics and customer research experience; 8+ years of experience in a management position leading integrated measurement and customer research teams
  • Strong track record of managing sophisticated data and insights teams and an ability to collaborate across large organizations and a Marketing COE
  • Strong understanding of audience-focused metrics, multi channel marketing, paid media measurement, attribution modeling and customer journey mapping
  • Ability to clearly articulate B2C, B2B, product manufacturing and various distribution channel needs and insights to internal and external stakeholders
  • Experience in managing data intelligence, behavioral insight mining, statistical modeling, AI and other innovative customer / marketing measurement skills
  • Track record of designing and building scalable self-service reports and dashboards to empower business partners with real-time insights and analytics
  • Seasoned experience in marketing technology platforms and customer experience frameworks. Key partner and industry relationships a plus to maintain forward-thinking solutions and vision for measurement, experience insights and performance.
  • Demonstrated success in building integrated measurement platforms across paid, owned, and earned media developing dashboard and models to identify and monitor key metrics associated with growth-driven brands, marketing and marketing ROI driven teams
  • Proven ability to think strategically while balancing execution-oriented, proactive, creative and innovative thinking 
  • Strong interpersonal capabilities including abilities to develop strong trust-based relationships, manage effectively and build and motivate high-performing teams
  • Polished communication skills. Humility. Ability to confidently lead presentations to non-marketing C-Level teams
  • Bachelor's degree required
  • Experience working in a complex business environment, ideally in the financial services industry

#LI-DNI

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • BashLanguages
    • GroovyLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • Redux SagaLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • PostgreSQLDatabases
    • SQLiteDatabases
    • TeradataDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • TealiumAnalytics
    • SnowplowAnalytics
    • LookerAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • SendGridEmail

Location

We currently have multiple Boston office locations and are excited to be building our new Boston Campus at 10 Fan Pier targeted to open 2021.

An Insider's view of MassMutual

What’s the vibe like in the office?

We work in an open floor plan, so there is a lot of opportunity for networking across roles, teams and levels. Everyone is very friendly and welcomes the opportunity to get to know other people on the floor.

Kristina

Digital Adoption Team Lead

What's the biggest problem your team is solving?

You don’t think of insurance as a hotbed for innovation but the very nature of our organization, Digital Experience, is to reimagine how a 168-year old company does business with its customers. Our Design team takes pride in an inclusive design process with everyone invited to provide feedback, from Product to Engineering to QA.

Maria

Digital Lead - Design

What makes someone successful on your team?

Successful people on my team are: passionate, curious, receptive, and engaged. Each team member is expected to be passionate about the work that they do, and the domains in which they practice. They are always solving unique problems and must be curious about finding new solutions.

David

Digital Lead

How do you empower your team to be more creative?

I encourage my team to embark on ‘deep work’ at least once a week on a ‘meeting-free’ designated day. We have design reviews to brainstorm alternative ways to solve business problems from a software engineering point of view. We consider self-reflection and brainstorming to be fundamental components of creativity.

Mike

Head of Data Science Software Engineering

How do your team's ideas influence the company's direction?

One of our projects is an application we built for our Investment Mgmt team called ViPER (Visualizing Investment Portfolio Enhanced Reporting). The application makes it easy to manage reports and get insights from Data Science models. Now with ~150 active users, it reflects how we’re using DS to facilitate data driven decision processes across MM.

Jasmine

Head of Data Science - Investments Domain

What are MassMutual Perks + Benefits

MassMutual Benefits Overview

At MassMutual, employees have the opportunity to earn a competitive salary and bonus, enroll in an
array of benefits, and participate in programs and services that support healthy lifestyles, assist them
in building financial security for themselves and their families and help them live well-balanced lives.

Culture
Volunteer in local community
Every action supporting a common cause is meaningful, and our employees make a difference in their own communities through our Matching Gift, Matching Time and Volunteer Time Off Programs.
Partners with Nonprofits
Every year, MassMutual and the MassMutual Foundation invest more than $20 million focused on advancing economic opportunity.
Intracompany committees
Daily stand up
Team owned deliverables
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
More than half of our Board of Directors are comprised of women and people of color, making it one of the most diverse groups in the industry.
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
A health care flexible spending account (FSA) allows employees to save money on a before-tax basis for eligible medical, dental and vision expenses, subject to IRS limits.
Disability Insurance
For details on short term and long term disability insurance please visit https://www.massmutual.com/-/media/files/employee_benefits.pdf
Dental Benefits
Basic Dental covers preventive and basic restorative care; Major Dental covers all that Basic covers, plus restorations and orthodontia (limits apply).
Vision Benefits
Health Insurance Benefits
To learn more about our Health and Welfare Benefits please visit: https://www.massmutual.com/-/media/files/employee_benefits.pdf
Life Insurance
For more information about our Life Insurance Benefits please visit: https://www.massmutual.com/-/media/files/employee_benefits.pdf
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
In addition to our 401(k), MassMutual a cash balance plan that provides an account-based pension benefit based on accruals of pay credits and interest credits.
401(K) Matching
Performance Bonus
Match charitable contributions
Every action supporting a common cause is meaningful, and our employees make a difference in their own communities through our Matching Gift and Matching Time Programs.
Child Care & Parental Leave Benefits
Child Care Benefits
Dependent care flexible spending account to allow you to set aside before tax dollars to pay for certain eligible child care expenses.
Generous Parental Leave
Leave for birth mothers of 18 weeks of fully paid leave. Non-birth mothers, fathers and adoptive parents eight weeks of fully paid parental leave.
Flexible Work Schedule
Flexible work arrangements, including telecommuting, are available in many departments across the company.
Family Medical Leave
Caregiver leave: Up to two weeks paid leave to care for a loved one. Bereavement Leave: 15 days of paid time off to grieve the loss of a loved one with the employee defining who the loved one is.
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid holidays: 9 fixed and 1 floating. Vacation: starts at 19 vacation and personal days per calendar year, with increases at 5-year service intervals.
Paid Volunteer Time
Three days of paid time off is available to employees annually to give back to their communities, by sharing their time and talent with a cause close to their heart.
Paid Holidays
Paid Sick Days
Occasional illness: up to 5 days per calendar year.
Perks & Discounts
Casual Dress
Commuter Benefits
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

To learn more about our comprehensive benefits please visit: https://www.massmutual.com/-/media/files/employee_benefits.pdf

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