SPRINGFIELD, Mass., July 1, 2011 /PRNewswire/ -- Massachusetts Mutual Life Insurance Company (MassMutual) announced today that Roger Putnam, Senior Vice President, has been appointed as Chief Customer Experience Officer for the U.S. Insurance Group, effective July 1. Mr. Putnam has transitioned to this new role from his former position as head of Service and Operations within the U.S. Insurance Group.
In this position, Mr. Putnam will take central oversight of the end-to-end experience for MassMutual customers to ensure a consistent, favorable and efficient interaction across the organization. Since joining MassMutual in 2007 and assuming the role of Senior Vice President and Chief Operating Officer for the U.S. Insurance Group in 2008, Mr. Putnam has been responsible for post-issue policyholder servicing for all life insurance, annuity, disability income insurance and executive benefits products.
"We're in business to help clients build, protect and sustain the quality of life they have promised themselves and those they care about," said Mike Fanning, Executive Vice President, U.S. Insurance Group, MassMutual. "As a company with a growing network of financial professionals across the country, we collectively strive to help our customers on their journey to financial preparedness. A focal point of Roger's new role is ensuring a consistent, optimal experience for our policyholders, clients and financial professionals throughout their journey with us."
"There is one question that we need to ask every single day: are we making it easy for our customers to do business with us on their terms?" said Mr. Putnam. "Many companies lose sight of the experience they're creating for their customers. Processes form organically over time and few organizations consider the customer experience as a whole, let alone something explicitly designed, implemented and measured consistently across the board. That's where we hope to be different."
"An example of an increasingly influential and effective means of connecting with our customers is social media," said Mr. Fanning. "MassMutual's active and growing online community that has been joining into the conversation on various aspects of financial security will continue to provide us with a rich source of insights, ideas and information to help us deliver on our customer experience mission."
Other management appointments effective on July 1 include Melissa Millan, Senior Vice President, assuming leadership of an expanded and centralized services and operations division that will now include new business underwriting and operations, as well as claims and medical/vocational functions in MassMutual's U.S. Insurance Group. Ms. Millan joined MassMutual in 2001 and most recently led the company's protection product management division.
Finally, Doug Jangraw, Corporate Vice President and Actuary, will assume leadership of MassMutual's protection product management division, which includes life insurance, disability income insurance and long term care insurance. Mr. Jangraw has been with MassMutual for more than 25 years, holding a variety of leadership roles across the enterprise, and most recently led the company's financial planning and analysis unit in the corporate finance division.
"I have every confidence in Roger, Melissa and Doug and their ability to lead our organization in this charge for even greater effectiveness and efficiency as we help our customers on their journey of financial security," said Mr. Fanning.
Founded in 1851, MassMutual is a leading mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term.
MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives. MassMutual is headquartered in Springfield, Massachusetts and its major affiliates include: Babson Capital Management LLC; Baring Asset Management Limited; Cornerstone Real Estate Advisers LLC; The First Mercantile Trust Company; MassMutual International LLC; MML Investors Services, LLC, Member FINRA and SIPC; OppenheimerFunds, Inc.; and The MassMutual Trust Company, FSB.