VP - Customer Experience- Service & Quality and EPMO
Boston Mutual Life
Jennifer King is Vice President – Customer Experience Service & Quality and Enterprise Project Management Office (EPMO) at Boston Mutual Life Insurance Company. Ms. King oversees Customer Experience Service and Quality (which includes Recon, Control & Reporting; Quality Center; Policy Holder Administration; Change Management & Communications; Implementation) and the EPMO areas in the company’s Customer Experience, Innovation, Projects and Technology Strategic Business Center. She is responsible for the teams that facilitate the policy holder customer journey, and supports the strategic alignment of the EPMO with the voice of the customers and the company’s needs. She manages the identification and facilitation of new teams and processes within the EPMO, Policy Holder Administration, and Quality Center teams, aligning project and operations resources to optimize customer and employee experience. Ms. King also serves as the Business Sponsor for BML Forward, the new policy administration system in development at Boston Mutual Life. Ms. King joined Boston Mutual Life in 2020 as Director – Strategic Project Management Office. She was appointed to lead the new Policyholder Administration and Quality Center teams in 2022 after being promoted to Vice President – EPMO in 2021, which were renamed under the banner of Customer Experience and Quality in early 2023. Prior to joining Boston Mutual Life, Ms. King holds 20 years of experience in project and program management within the financial services industry. Previously, she served as Finance & Risk Infrastructure & Business Solutions (FRIBS) Program Manager, Corporate Finance Vice President at State Street Bank, and held several positions during her tenure at the company from when she joined in 2007. Prior to State Street Bank, she worked at Investors Bank and Trust, where she began her career in 1996. Ms. King actively volunteers with a variety of non-profits in the community. She served as Vice President and Treasurer at MEGAgpo, Inc., a non-profit organization operating under the charter to make youth sports more affordable and accessible. She also served as a mentor for State Street Women's Professional Network, as well as a volunteer for My Brother's Keeper, Cumberland public schools, and the Happy Basket Program. Ms. King holds a bachelor’s degree in business administration and finance from the University of Massachusetts in Lowell, Massachusetts.