Customer Insight Strategy & Analytics Consultant

MassMutual; Springfield (MA); On-site; USD 90,000 - 140,000; Full time

Job summary

MassMutual seeks a VOC Strategic Consultant to turn customer feedback into actionable insights that shape customer, advisor, and internal experiences. You will analyze survey and operational data, identify trends, and present findings that drive business decisions.

In this role, you’ll build dashboards and visualizations, support Forsta/Qualtrics platforms, and continuously improve reporting processes and data quality. A customer-focused, analytical mindset is essential to succeed.

Qualifications

• Bachelor’s degree or 5+ years of professional work experience.
• 3+ years of experience in Voice of Customer, customer experience, business analytics, statistics.
• 3+ years of experience analyzing customer feedback, survey results, operational data, or similar data sources to identify trends and insights.
• 3+ years of experience creating reports, dashboards, presentations, or data visualizations for business stakeholders.

Responsibilities

• Transform customer feedback and operational data into actionable insights that identify trends and business impacts.
• Develop dashboards, reports, presentations, and data visualizations that are executive-ready.
• Support administration and optimization of the Forsta Voice of Customer platform, including reporting and survey configuration.
• Contribute to continuous improvement of reporting processes, data quality, and analytical best practices.
• Apply data storytelling to translate complex information into practical business recommendations for stakeholders.
• Manage multiple priorities and deliver high-quality work in a fast-paced environment.

Skills

Voice of Customer

Customer experience

Business analytics

Statistics

Data storytelling

Stakeholder collaboration

Education

Bachelor’s degree or equivalent

Tools

Tableau

Power BI

Forsta

Qualtrics

Job description

MassMutual seeks a VOC Strategic Consultant to turn customer feedback into actionable insights that shape customer, advisor, and internal experiences. You will analyze survey and operational data, identify trends, and present findings that drive business decisions.

In this role, you’ll build dashboards and visualizations, support Forsta/Qualtrics platforms, and continuously improve reporting processes and data quality. A customer-focused, analytical mindset is essential to succeed.