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Vice President, Customer Experience (WSG)

Prudential


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 

 

Division: Workplace Solutions Groups
Internal Reference Code: Req # CUS0009N
US or Canada

Location Information

NJ, CT, PA
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