Director Of Client Experience Jobs in USA with Visa Sponsorship
Director of Client Experience roles attract H-1B visa and O-1 visa sponsorship from mid-size and enterprise companies. Employers typically require a bachelor's degree in business, communications, or a related field, with demonstrated leadership in customer success or service operations. For detailed occupation requirements, see the O*NET profile.
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A career with us means you’ll work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are at the foundation of what enables MassMutual to deliver on our purpose to help people secure their futures and protect the ones they love.
We embrace the idea that we all are stronger and better through our support for one another. We strive to create a culture where employees feel valued and are celebrated for who they are.
Job Description
Head of Client Experience - Institutional Insurance
Institutional Solutions
Full-Time | Springfield, MA or Boston, MA
The Opportunity
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 Team
The Institutional Insurance team supports one of the industry's leading providers of BOLI, COLI, and ICOLI solutions. We partner closely with 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.
The Impact
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.
MassMutual is an equal employment opportunity employer. We welcome all persons to apply.
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page. MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Salary Range
- Salary Range: $189,900-$249,200
Award-Winning Culture
MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. It’s more than our company structure — it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources and rely on each other when it counts.
We strive to build a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.
How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below.
Paid Time Off
- In addition to generous vacation time, paid holidays, and flexible holidays, MassMutual offers 'take care' time to care for yourself or someone you love—whether for physical illness or mental health.
Health & Well-Being
In addition to top-line medical and dental coverage, personalized mental health solutions, on-site and virtual health coaching, and much more, MassMutual reimburses employees up to $1,250 per year for eligible expenses supporting mental, physical, and financial well-being.
Financial Well-Being
In addition to competitive salaries and bonuses, educational assistance programs, and much more, MassMutual offers up to a 10% total 401(k) benefit, consisting of a 5% company match and a 5% annual contribution.
Taking Care
MassMutual offers generous maternity and parental leaves, as well as bereavement leave to mourn the loss of a loved one (and the employee defines 'loved one'). In addition, we offer up to 320 hours of caregiver leave to help employees support loved ones in times of need.
Giving Back
MassMutual offers three paid days for employees to volunteer with eligible nonprofits of their choice, and the MassMutual Foundation matches employee donation dollars to eligible nonprofit organizations up to $5,000 annually.
Commuter Benefits
MassMutual offers a Qualified Commuter Program through which eligible employees can pay qualified workplace commuting expenses with before-tax dollars, as well as a commuter wallet option for employees based at Boston and NYC campuses.
Overview
A career with us means you’ll work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are at the foundation of what enables MassMutual to deliver on our purpose to help people secure their futures and protect the ones they love.
We embrace the idea that we all are stronger and better through our support for one another. We strive to create a culture where employees feel valued and are celebrated for who they are.
Job Description
Head of Client Experience - Institutional Insurance
Institutional Solutions
Full-Time | Springfield, MA or Boston, MA
The Opportunity
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 Team
The Institutional Insurance team supports one of the industry's leading providers of BOLI, COLI, and ICOLI solutions. We partner closely with 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.
The Impact
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.
MassMutual is an equal employment opportunity employer. We welcome all persons to apply.
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page. MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Salary Range
- Salary Range: $189,900-$249,200
Award-Winning Culture
MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. It’s more than our company structure — it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources and rely on each other when it counts.
We strive to build a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.
How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below.
Paid Time Off
- In addition to generous vacation time, paid holidays, and flexible holidays, MassMutual offers 'take care' time to care for yourself or someone you love—whether for physical illness or mental health.
Health & Well-Being
In addition to top-line medical and dental coverage, personalized mental health solutions, on-site and virtual health coaching, and much more, MassMutual reimburses employees up to $1,250 per year for eligible expenses supporting mental, physical, and financial well-being.
Financial Well-Being
In addition to competitive salaries and bonuses, educational assistance programs, and much more, MassMutual offers up to a 10% total 401(k) benefit, consisting of a 5% company match and a 5% annual contribution.
Taking Care
MassMutual offers generous maternity and parental leaves, as well as bereavement leave to mourn the loss of a loved one (and the employee defines 'loved one'). In addition, we offer up to 320 hours of caregiver leave to help employees support loved ones in times of need.
Giving Back
MassMutual offers three paid days for employees to volunteer with eligible nonprofits of their choice, and the MassMutual Foundation matches employee donation dollars to eligible nonprofit organizations up to $5,000 annually.
Commuter Benefits
MassMutual offers a Qualified Commuter Program through which eligible employees can pay qualified workplace commuting expenses with before-tax dollars, as well as a commuter wallet option for employees based at Boston and NYC campuses.
See all 966+ Director Of Client Experience Jobs
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Get Access To All JobsTips for Finding Director Of Client Experience Jobs
Frame your degree as a direct qualification
H-1B sponsorship for this role requires a specialty occupation showing a direct connection between your degree field and the position. Highlight coursework in business administration, organizational behavior, or communications to strengthen that link.
Target companies with dedicated CX functions
Enterprise SaaS, financial services, and healthcare technology companies are most likely to sponsor visas for this role. These industries have established immigration programs and regularly file H-1B petitions for senior client-facing leadership positions.
Lead with measurable outcomes in your application
Sponsoring employers want evidence of business impact, not just tenure. Quantify retention improvements, NPS gains, and team growth to demonstrate the specialized value that justifies the cost and effort of visa sponsorship for your candidacy.
Understand the LCA wage requirement before negotiating
Your employer must file a Labor Condition Application certifying your compensation meets the prevailing wage for the role and location. Research DOL prevailing wage levels for Director-level positions in your target city before entering any offer negotiation.
O-1A is a realistic alternative if H-1B selection fails
Directors with speaking engagements, published thought leadership, industry awards, or recognized contributions to CX strategy may qualify for the O-1A extraordinary ability visa, which has no lottery and no annual cap.
Engage HR and legal early in the process
Many companies will sponsor but lack an established process for Director-level hires. Raising visa requirements during initial screening rather than after an offer prevents late-stage complications and signals that you understand how sponsorship works operationally.
Frequently Asked Questions
Can a Director of Client Experience role qualify for H-1B sponsorship?
Yes, but the job description matters significantly. The role must qualify as a specialty occupation requiring a bachelor's degree or higher in a specific field such as business administration, communications, or a related discipline. Generic director titles with broad, non-degree-specific requirements can face USCIS scrutiny, so the employer's petition needs to clearly articulate the specialized knowledge the position demands.
What degree do I need for an employer to sponsor my H-1B in this role?
Most H-1B visa petitions for Director of Client Experience positions are supported by degrees in business administration, marketing, communications, psychology, or management. The degree field must connect logically to the duties described in the job. If your degree is in an unrelated field, documented work experience and a strong employer attestation can sometimes bridge the gap, though approval is less predictable.
How do I find Director of Client Experience jobs that offer visa sponsorship?
Migrate Mate lists verified sponsorship-open roles specifically for international candidates, including Director of Client Experience positions at companies with established H-1B filing histories. Filtering by sponsorship willingness upfront saves considerable time compared to applying broadly and discovering late that an employer won't support the process.
Is the O-1A visa a realistic path for someone in a senior CX leadership role?
It can be, particularly for candidates with a strong public profile in the CX field. Published articles, keynote speaking appearances, industry award recognition, membership on CX advisory boards, or a high compensation level relative to peers are all criteria USCIS weighs. You need to satisfy at least three of the regulatory criteria, and a strong body of evidence matters more than checking boxes minimally.
Do employers commonly sponsor visas for Director-level client experience roles, or is sponsorship rare?
Sponsorship at the Director level is less common than at individual contributor levels but more available than many candidates assume. Companies in SaaS, fintech, and enterprise technology sponsor regularly for senior CX hires when the candidate is strong. The most reliable signal is checking a company's public H-1B filing history through Department of Labor disclosure data before investing time in their process.
What is the prevailing wage requirement for sponsored Director Of Client Experience jobs?
U.S. employers sponsoring a visa must pay at least the prevailing wage, which is what workers in the same role, area, and experience level typically earn. The Department of Labor sets this rate to make sure companies aren't hiring foreign workers simply because they'd accept lower pay than a U.S. worker. It varies by job title, location, and experience. You can look up current prevailing wage rates for any occupation and location using the OFLC Wage Search page.