MassMutual recentlyannounced three appointments for key positions at the company.

Roger Putnam, senior vice president, has been appointed as ChiefCustomer Experience Officer for the U.S. Insurance Group. Putnampreviously served as head of Service and Operations within the U.S.Insurance Group.

In this position, Putnam will take central oversight of theend-to-end experience for MassMutual customers to ensure aconsistent, favorable and efficient interaction across theorganization. Since joining MassMutual in 2007 and assumingthe role of Senior Vice President and Chief Operating Officer forthe U.S. Insurance Group in 2008, Putnam has been responsible forpost-issue policyholder servicing for all life insurance, annuity,disability income insurance and executive benefits products.

"There is one question that we need to ask every single day: are we making it easy for our customers to do business withus on their terms?" said Putnam in a statement. "Many companieslose sight of the experience they're creating for their customers. Processes form organically over time and few organizationsconsider the customer experience as a whole, let alone somethingexplicitly designed, implemented and measured consistently acrossthe board. That's where we hope to be different."

Other recent management appointments include Melissa Millan,senior vice president, assuming leadership of an expanded andcentralized services and operations division that will now includenew business underwriting and operations, as well as claims andmedical/vocational functions in MassMutual's U.S. Insurance Group.Millan joined MassMutual in 2001 and most recently led thecompany's protection product management division.

Additionally, Doug Jangraw, corporate vice president andactuary, will assume leadership of MassMutual's protection productmanagement division, which includes life insurance, disabilityincome insurance and long term care insurance. Jangraw hasbeen with MassMutual for more than 25 years, holding a variety ofleadership roles across the enterprise, and most recently ledthe company's financial planning and analysis unit in the corporatefinance division.