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MassMutual User Design Lead in Boston, Massachusetts

Job Description

  • At MassMutual, we’re passionate about helping millions of people find financial freedom. This passion has driven our goal to develop highly interactive digital experiences for our customers, as well as build an innovative & next generation employee technology experience, in order to attract and retain first class talent in the organization.

  • MassMutual Employee Technology Organization is focused on preparing for implementation of next generation employee technology tools that are innovative, simple to use, personable and collaborative to transform the culture of our company. If you are someone who loves to lead, influence an organization in building a new practice that will make a difference, this is your shot!

  • We are looking for a User Design Lead who can lead a dedicated user research group that can guide this transformation through the lens of the current & future employee, enabling the leadership team to understand the current landscape and planning for the future. He/she will play a significant role driving the decisions through research, ensuring services are being delivered to the right employees, in the right way, at the right time.

  • This is a both a strategic and execution role with interaction from the C-levels to on-the-ground teams and reports directly to the Head of Employee Technology.

Key Responsibilities

  • Lead user research, including helping to frame key questions, create research plans, conduct research, and synthesize findings into meaningful, actionable insights.

  • Create professional-level deliverables (such as employee journey maps/workflows, empathy maps, personas, behavioral models) that clearly and persuasively communicate the research strategy findings, and reasoning behind it.

  • Facilitate and lead design thinking workshops – from defining opportunities, mapping existing and future journeys as well as facilitating ideation, design, prototyping and usability testing sessions (when needed)

  • Design and develop customer centric propositions across the key employee stages – onboard, engage & retain – aiming to create frictionless and delightful employee experience targeted at achieving higher CSAT.

  • Research will cut across all areas of Mass Mutual organization, with projects focusing on efficiency, simplification & innovation of employee technology tools (such as collaboration, client computing, service platforms to our 7000+ employees)

Execution

  • Drive project delivery and execution of the design thinking & research initiatives

  • Collaboratively work on solution concepts with Delivery Leads, including helping define the adoption strategy, keeping the user journey in mind.

Data Driven Mindset & Ownership

  • The leader will also be the owner of all related CSAT data, manage and report the results to executive leadership on a regular basis.

Leadership

  • Build & Lead a User Research/Design Team: One of the first key accountabilities would be to build a team of user designers/researchers that can execute on this research, study, design and drive impact.

  • Build SMART goals for the research that are actionable and manageable

  • Stakeholder Management & partnership – The leader will be partnering closely with all cross functional stakeholders (e.g. product, operations, technology, investment leadership teams), establish relationships to be able to do research at the right level to deliver high impact customer centric initiative

What Success Looks Like:

Experienced as a facilitator (e.g., gathering requirements, research sessions, workshops)

Experienced in user research cycle (planning, execution, analysis)

  • Strong communication skills with ability to articulate and optimize design based on the value to the user and the business

  • Ability to switch between sketching concepts, updating flows or polishing the designs that represent the big-thinking work

  • Embraces change and ambiguity as an opportunity for design to lead product development with new features and user goals.

  • Inquisitive and actively keeps up with consumer behavior and technology trends to improve customer experience.

  • Demonstrates genuine interest by continuous learning

  • Applies data and measurement to the design process

  • Demonstrates broad UX experience, including i ncreasing design impact and influence across organization

  • Ability to navigate multiple stakeholder groups and influence others. Comfortable working with technical and business teams; deep knowledge of an array of research methodologies.

  • Strategic yet execution focused: An eye for details as well as the ability to zoom out and see the bigger perspective.

Basic Qualifications

  • Bachelor’s degree is required

  • 6+ years of experience in leading a team and/or building competency in Design thinking for an organization.

  • 8+ years of experience in leading design thinking/research projects – from strategy to execution, including planning, conducting, and communicating the findings from user research for products and services. Familiar with a variety of user methods

  • People-focused design mentality: Experience planning and conducting both quantitative and qualitative user research at all stages of product development

  • Passionate for learning new software design technologies and trends.

Preferred Qualifications

  • Experience managing design projects for a company going through an enterprise-wide technical transformation

  • Experience implementing and

  • Experience managing a team of 10+ individuals

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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

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