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Research Director, Voice of the Customer

Prudential


Location:
Newark, NJ
Date:
11/24/2017
2017-11-242017-12-23
Job Code:
407638
Prudential
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Job Details

Position Title: Research Director, Voice of the Customer
Job Code: 407638
Job Location: New Jersey-Newark
Description:

Global Strategic Research is a strategic advisor to Prudential businesses, delivering actionable insights to inform and shape business decisions that help them achieve their key performance goals. Our mission is to add value to Prudential by providing its businesses and corporate functions with strategic, relevant and actionable insights that are well grounded in business acumen. In this new role on the team you will:

  • Act as the enterprise VoC subject matter expert and proactively serve as a trusted advisor to line of business Customer Experience teams on CX measurement best practices.
  • Increase the effectiveness of business unit level VoC programs by collaborating on the design, measurement framework, analysis, synthetization and socialization of customer insights.
  • Serve as the VoC insight expert on cross business/ functional teams to inform and drive towards a consistent customer experience measurement approach across touchpoints, functions and businesses.
  • Direct market research suppliers and Customer Experience Measurement (CEM) solution providers focused on creating insight through a variety of analysis efforts, including, but not limited to, text analytics, speech analytics, syndicated research, transaction and end to end experience research.
  • Evangelize the importance of democratizing customer feedback data to enable timely close loop processes and targeted employee training to drive customer centricity.  Create compelling business cases and recommendations that drive action through the effective use of customer insight and analysis.
  • Stay abreast of leading edge customer experience measurement as well as customer journey mapping techniques and capabilities.

 

 

 

  • Bachelor’s degree required; MBA or other advanced degree preferred.
  • Minimum 7 years of customer experience research/VoC research management, collaborating with a research vendor or leveraging a CEM platform.
  • Experience with loyalty metrics required
  • Net Promoter Score certification strongly preferred.
  • Deep understanding of customer experience measurement, strategies, design, trends, and solutions/ platforms in both B2B and B2C settings. 
  • Financial Service industry experience preferred.
  • In-depth experience with forming actionable recommendations by integrating customer data across primary research and other customer data sources (i.e. finance data, CRM data).
  • Demonstrated success in matrixed stakeholder management and as a change agent, a willingness and ability to facilitate change, effectively overcome inertia and address resistance.
  • Outstanding influence skills and demonstrated ability to work with senior stakeholders across business lines to build confidence and inspire collaboration.
  • Strong communication skills and ability to work comfortably at the most senior levels of the business through clear written and verbal communications.
  • Excellent storyteller with proven track record of delivering actionable insights succinctly, in a compelling and engaging way.
  • Willingness and ability to travel to different internal client locations across NY, NJ and CT in the U.S.; some international travel and communicating across global times zones may be 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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