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Customer Experience Delivery Manager

Prudential


Location:
Hartford, CT
Date:
03/24/2017
Job Code:
398318
Prudential
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Job Details

Position Title: Customer Experience Delivery Manager
Job Code: 398318
Job Location: Connecticut-Hartford
Description:
The Customer Experience (CX) Delivery Manager plans, manages and governs the consistent delivery and execution of the desired or intended customer experience.  This includes planning and designing delivery in terms of how we want the customer to think or feel in what we deliver (making it easier and helping them to achieve while delivering the service they deserve), ensuring the value proposition for both the business and customer is clearly articulated, educating and empowering others so that this becomes part of their DNA and governing and inspecting post-delivery to validate whether outcomes were achieved based on value proposition and CX design.  This manager will be a key player within the CX team working within a Marketing center of excellence and helps to manage the relationship with our U.S. Customer Office organization.
 
Key Responsibilities Include:
  • Responsible & accountable to manage and govern organizational readiness strategies through the lens of our customers (internal and external communications, training, rollout, etc.)
  • Partners with Marketing, Product, Training, Operations and Customer-facing teams to ensure organization delivers the desired or intended customer experience through new capabilities, solutions and communications including training
  • Ensures completion and approvals of internal procedures across impacted areas are obtained.
  • Demonstrates and empowers others in creating, editing, or reviewing both external marketing materials through the lens of our customers and internal communications for all impacted audiences related to the initiatives to ensure their accuracy, message consistency and alignment with strategic direction.
  • Ensures alignment of implementation plan with the desired / intended experience and outcomes both for the customer and our business.
  • Governs and inspects post-delivery to validate whether outcomes were achieved based on value proposition and CX design Providing management status updates related to organizational readiness and escalating issues and challenges as needed.
  • Documents and contributes towards and maintaining Connections Community which fosters a CX community and houses a repository of CX best practices, innovations and suggestions as well as our playbook and toolkit which the organization uses to design & deliver the desired / intended customer experiences.

  • Minimum of 3-5 years’ experience working in product or project related roles in a retirement or financial services environment.
  • Prior experience in customer experience (CX) roles with exposure to design and delivery a strong plus
  • Proven track record in producing strong results in end to end execution and rollout.
  • Excellent interpersonal and communication skills.
  • Proven ability to make decisions and gain buy-in across multiple audiences and cross functional area of the business.
  • Must demonstrate strong project management skills.
  • Proven ability to communicate with and present to multiple levels of the organization.
  • Excellent collaboration skills are required.
  • Demonstrated intermediate level proficiency in Microsoft Word and Excel and advanced level of proficiency in Microsoft PowerPoint.
  • Strong written and verbal skills are essential.
  • Strong and attentive listening skills with the ability to analyze the situation and draw appropriate conclusions in order to understand the needs of both internal and external users.
  • Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.
  • Excellent organizational skills with the ability to successfully juggle multiple priorities.
  • Experience in business analysis and understanding business requirements, demonstration of keen business acumen
  • Strong knowledge of Prudential business and administrative procedures preferred.
  • Bachelor's degree or equivalent experience required.

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at staffingagencies@prudential.com for more information about doing business with Prudential.
Job Function: Marketing/Advertising/Public Relations/Corp. Communications
Schedule: Full-time
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