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Client Experience Director


Iselin, NJ
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Job Details

Position Title: Client Experience Director
Job Code: 409418
Job Location: New Jersey-Iselin


The Director, Client Experience is one of 3 Lead Experience Strategists who focus on a specific customer segment, creating the strategy and ensuring the delivery of the desired customer experience with our Retirement business.  Specifically, this role is responsible to design, develop and oversee the delivery of a world class customer experience with our Institutional Plan Sponsors.  Our customer segment focus transcends business / product lines (e.g Defined Contribution, Defined Benefit, and Non-qualified Deferred Compensation Plans Investments and Pension & Structured Solutions) as well as across customer engagement channels such that the delivery of experiences is consistent whether the contact is face to face, over the phone, in print or email / web digital formats. 
He/She will partner closely with the appropriate business teams to ensure the aspects of the customer segment experience are fully aligned with business strategies.  In addition, the Director, Client Experience will manage key stakeholder relationships across multiple levels to drive customer centric design thinking into the organizational DNA, bringing meaningful customer insights and ideas to the table to drive better outcomes for our clients and for our business.
Key responsibilities include: 
  • Leads the development of customer strategy and experience design that support the end to end experience for all of our customer segments including Plan Sponsors, Participants and Intermediaries, ensuring the connectivity across interdependent customer segments.
  • Implementation of an experience based culture which reinforces product and brand loyalty and delivers meaningful customer value propositions through intended experiences, leveraging knowledge of key competitor products and experiences to help differentiate Prudential’s experience design to win in the marketplace.
  • Collaborate with business leaders across the company on initiatives to infuse customer centricity and the voice of the customer – and drive continuous improvements in the delivery of the customer experience by providing actionable customer insights which fuel innovations in our processes and procedures. 
  • Partner across delivery teams such as Training, call center, client facing, et al to ensure all appropriate training is created and offered to all associates to be able to understand, articulate and deliver all components of stated Experience.
  • Contribute to the growth and profitability of the company by ensuring high client persistency rates, high client satisfaction amongst key drivers of NPS, cultivation of profitable win / win client relationships and creating efficiencies in handling and delivering customer experiences.
  • Ensuring compliance with regulatory and legal requirements

  • Minimum of five years experience in client services, marketing, customer experience and insights and/or product development experience – prefer 10 years experience
  • Expertise in the Customer Experience (CX) discipline with demonstrated ability to (1) understand and value customer touch points in order to optimize and design to be state experiences with customer journey mapping, (2) develop customer segment strategies and value propositions that drive business results and (3) understand customer needs / behaviors and develop actionable customer insights
  • Experience leading cross functional initiatives which are considered game-changing and / or transformational and exceeding key goals is preferred –Results orientation, ability to lead cross functional team and create clarity around an aligned vision.
  • Adept at balancing the art of wowing a customer while leveraging data and metrics to ensure our investments generate a return
  • Effective leadership, relationship building and consultation skills with ability to influence and lead cross functional teams
  • Familiarity operating in B2B2C business model is preferred, as well as an understanding of the regulatory, operational, financial, and legal impacts to the design and development of that experience.
  • Retirement services background considered a plus.
  • Demonstrated proficiency and understanding of Plan Sponsor, Participant and Intermediary needs as relates to retirement benefit programs preferred.
  • Strong strategy development, negotiation, interpersonal, written, verbal and motivational skills.  Excellent decision making and problem solving skills.
  • Bachelors degree required; advanced degree preferred.  Will consider equivalent in experience.

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 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 for more information about doing business with Prudential.
Job Function: Marketing/Advertising/Public Relations/Corp. Communications
Schedule: Full-time
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