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Job Posting Details
Company Name
Prudential
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Prudential’s Workplace Solutions Group is looking for the right individual to fill the role of Voice of the Customer (VOC) Program Management Lead. The person we are seeking requires a passion for the omni-channel Customer Experience, and the various customer attitudes and behaviors exhibited when interacting with Prudential. The successful candidate will be a champion for the Customer by developing a strategy and program to capture, analyze, act and monitor feedback across all touch points along the customer journey when engaging Prudential.
The primary responsibility of the VOC Program Management Lead will be driving business value by cultivating actionable customer/market insights to make recommendations on designing & delivering intended customer experiences, and inform marketing strategies & business decisions. These insights will be shaped by our key customers segments (individuals, institutions and intermediaries) from our Retirement and Group Life Insurance businesses. Additional responsibilities for the VOC Program Management Lead include:
VOC champion for Workplace Solutions Group
Engage Workplace Solutions Group partners to build and maintain a customer-centric culture through VOC knowledge sharing sessions
Support Voice of the Employee program to drive continuous improvement efforts across the Workplace Solutions Group for customer experience improvements
Enable agility and scalability to meet evolving business and stakeholder needs
Partner with business and marketing functions to establish an effective “Closed Loop” process to respond & act upon customer feedback
Qualifications
Minimum of 3-5 years of work experience in Voice of the Customer program management, Customer Experience program management and/or Client Services program management required.
Digital or database marketing experience considered a plus
Bachelor’s degree required; advanced degree preferred.
Familiarity operating within a
B2B2C business model is preferred; experience in, Retirement and/or Group Insurance
services background considered a plus
Understanding of Institutional, Individual and Intermediary customers as it relates to retirement benefit programs preferred
Adept at analyzing and transforming large structured & unstructured data sets into consumable insights
Proven track record of delivering actionable insights succinctly, in a compelling and engaging way
Experienced at dashboard/report creation and evolution
Strong communicator (written & verbal) to multiple audiences across an organization
Relationship building with business partners that encourages collaboration.
Analyze and identify Customer trends from both industry & non-industry peers
Ability to work independently on multiple projects as well as part of cross functional teams.
High comfort level working in a matrixed environment is essential
Division
Workplace Solutions Group
Internal Reference Code/Reference No.
Location Name
United States
Association Management Software
by
MemberSuite
Core Version:
4.175.1.2310
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