The Vice President of Prudential's Workplace Solutions Groups (WSG) Customer Experience (CX) Practice Team reports into the Head of WSG CX. He/she is responsible for leading a team of a dozen professionals to identify, define and implement short and long-term omni-channel CX enhancements for WSG’s Group Insurance and Retirements Business-to-Business and Direct-to-Consumer customers. The primary goal of the team is to “Know Our Customers,” “Listen to Our Customers,” and “Make Things Easier for Them.”
The role requires an understanding of the business units and enterprise initiatives it supports and strong partnership w/in the broader Marketing/Communications/CX team as well as the various IT and service organizations, the centralized Customer Office, etc. that are required to execute.
Product, service and capability priorities are identified from the Voice of the Customer (VOC) and Voice of the Employee (VOE) program the CX Practice Team manages. They are defined via processes the team facilitates including Current and Future State Customer Journey Mapping. Team members’ roles range from SMEs/Consultants up to fully dedicated, depending on the size and scope of the initiative. The VP is responsible for ensuring his/her resources are appropriately aligned to the businesses’ evolving needs. All efforts are monitored and measured to prove impact.
The successful candidate will keep customers front and center in everything we do. He/she will amplify and embed CX throughout WSG – supporting the company’s transformation from a product to customer centric organization.
Lead, motivate and continue to develop a team of a dozen professionals
Leverage peers on broader CX and Marketing teams to increase agility
Oversee the VOC/VOE team that is maturing our multi-channel, always-on practice for listening to customers. Help drive the completion and adoption of the insights engine that combines customer feedback w/ insights to prioritize future product, service and capability builds and enhancements
Establish and maintain relationships w/ the Senior Leadership Teams (SLTs) of the WSG businesses. Ensure teams that are dedicated to the WSG business units and enterprise initiatives are appropriately engaged, focused on what matters most, and infusing CX
Take ownership of the end-to-end customer experience
Support Prudential’s shift from a product to customer centric organization
Help determine WSG’s critical Customer Journeys and Moments of Truth – identifying where we need to be at parity vs. differentiated
Ensure customer priorities are considered in planning and budgeting processes
Help continuously improve CX metrics and reporting
Minimum of 10-15 years of experience in:
B:B and/or D:C organizations (a combination of both is ideal)
Serving multiple customer segments
Increasing roles of responsibility in CX, Customer Service, Direct, Database and/or Digital Marketing or Product Development
Success operating in a highly regulated industry
Proven track record for driving significant change/business transformation
Command of omni-channel CX, consumer preference and habits
CX design and development preferred
Understanding of how to deliver operational efficiency while optimizing CX to create a true win/win for the company and its customers
Proven leadership, problem-solving and decision-making skills
Comfortable working in a highly matrixed and sometimes ambiguous environment
The ability to make sense out of gray
Self-starter
Ability to shift from developing high level strategies to effective execution
Strong written and oral communication and presentation skills, ability to influence at every level
Ability to drive decisions through appropriate collaboration
Proven multi-tasker
Highly accountable
Results and outcome oriented
Remain calm under pressure
Bachelor's degree required
Travel up to 25% may be required
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