Head/Lead of Digital Product Management, MassMutual
Brooke Monberg Willoughby is a passionate advocate of the platinum rule – treat others the way they want to be treated. She believes that applying this in good faith to every interaction leads to trust, loyalty and satisfaction. She doesn’t stop at home – she leverages this rule to drive out best-in-class digital experiences, keeping the customer’s intent top of mind in each interaction.
After earning a B.A. from the University of Chicago, Brooke joined a start-up pioneering natural language search technology. There, she was given the opportunity to spearhead the RFP and subsequent implementation of the first onsite search engine on Bank of America’s burgeoning web site. Launching in early 2001, it was one of the first financial institutions to offer this feature. After moving back to her home state of Maine in 2002, Brooke was invited to join the bank full time as a subject matter expert for onsite search, content and analytics. She went on to play other key roles expanding online and mobile capabilities as the bank forged their digital evolution. She was soon given the opportunity to help steer large teams to the same.
Today, as a people and product leader in MassMutual’s Digital Experience organization, Brooke continues a 20 year career dedicated to digitally enabling customer journeys. She gets out of bed each day eager to find the next foothold to reach for as she empathetically supports a diverse, cross-functional team in personal and professional growth; all the while navigating the steep path toward customer delight.