Digital Adoption & Experience Consultant

MassMutual

. Drive adoption, engagement, and utilization of digital capabilities across customer journeys and operational workflows .

Posted 10/5/2026full-timeBoston • Massachusetts • United StatesMid-LevelSenior💰 $113,100 - $148,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in driving digital transformation and adoption within customer journeys, leveraging strong analytical skills to enhance customer experience and operational efficiency. Proven ability to collaborate across teams and influence digital priorities in financial services or customer-facing industries.

Highest-signal resume keywords

Digital Experience StrategyCustomer Experience ImprovementDigital Adoption InitiativesData-Driven Decision-MakingFinancial Services Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Digital TransformationProcess ImprovementService TransformationOperational EfficiencyDigital PlatformsCustomer PortalsSelf-Service ToolsWorkflow AdoptionPerformance OutcomesValue Realization

Soft Skills

Analytical SkillsCommunication SkillsInterpersonal SkillsProblem-Solving SkillsOrganizational SkillsCollaboration Skills

Certifications & Qualifications

Associate’s Degree

Industry Keywords

Financial ServicesCustomer-Facing IndustriesOmnichannel Service ModelMatrixed OrganizationDigital Enablement

About the role

Key responsibilities & impact

Drive adoption, engagement, and utilization of digital capabilities across customer journeys and operational workflows
Help shape the Worksite digital experience strategy, self-service capabilities, and omnichannel service model
Partner across business, operations, product, digital, and technology teams to deliver seamless customer experiences and influence digital priorities
Embed digital solutions into key customer and operational moments to increase usage, adoption, and business value
Serve as a digital and customer experience champion, providing thought leadership and data-driven insights to improve adoption and performance outcomes
Establish and track measures of success, including digital usage, workflow adoption, customer experience outcomes, operational efficiency, and value realization from digital investments
Collaborate with leadership and cross-functional partners to enhance portals, self-service capabilities, and omnichannel service experiences for employers, employees, and advisors

Requirements

What you’ll need

5+ years of experience driving digital experience, digital adoption, customer experience, process improvement, service transformation, or digital enablement initiatives
5+ years of experience in financial services and/or customer-facing industries
Associate’s Degree
Proven ability to drive digital transformation and adoption at scale
Experience influencing in a matrixed organization
Strong analytical and data-driven decision-making skills
Excellent communication and interpersonal skills
Ability to balance strategic priorities with operational execution
Financial Services or Insurance experience preferred
Experience partnering with Product, Technology, and Operations teams
Experience with digital platforms, customer portals, and self-service tools
Strong problem-solving, organizational, and collaboration skills

Benefits

Comp & perks

Incentive and bonus opportunities
Clear areas of ownership and accountability
Collaborative environment where perspectives are welcomed
Access to learning, development, and internal networks supporting continuous growth and skill-building
Employee-led communities and forums fostering connection, learning, and inclusion
Inclusive, vibrant, and diverse culture
Industry-leading pay and benefits
Accommodation support for the application process, if needed