MassMutual recently announced three appointments for key positions at the company.

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

In this position, 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, Putnam has been responsible for post-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 with us on their terms?" said Putnam in a statement. "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."

Other recent management appointments 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. Millan joined MassMutual in 2001 and most recently led the company's protection product management division.

Additionally, 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. 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.

Instant Insights /

Appointments at MassMutual include Chief Customer Experience Officer

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