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Vice President, Digital Product Management

Prudential


Location:
Roseland, NJ
Date:
03/23/2017
Job Code:
394058
Prudential
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Job Details

Position Title: Vice President, Digital Product Management
Job Code: 394058
Job Location: New Jersey-Roseland
Description:

Prudential Financial is seeking a Vice President, Customer Experience (CX) Practice to join the Group Insurance (GI) business. This new role will be responsible for evolving the strategy of Group Insurance CX Practice and the foundational effort to build out Group Insurance’s omni-channel customer facing capabilities, CX tools and processes to further enable the business unit’s shift towards becoming a more customer centric organization. This includes defining and implementing capabilities that are unique to Group Insurance as well as those built in partnership with the Customer Office (CO); to support critical enterprise infrastructure like the common User Database (UDB) that will support Marketing, Sales, Customer Service, Self-Service and benefit Prudential and its customers. The Vice President, Customer Experience (CX) Practice will also be responsible for defining how the aforementioned efforts will enable critical cross-BU initiatives like Financial Wellness and make sure all his/her efforts are measurable, scalable and leverage industry best practices. This person will lead a team of up to 5 Directors and Managers that are responsible for core CX capabilities like VOC, GI and cross-BU initiatives like DCI and Financial Wellness. This role will report directly to the Vice President, Customer Experience and will be based in Roseland, NJ.

Key Responsibilities Include:

·       Develop, implement and amplify Group Insurance and Prudential’s CX and Digital Strategy

·       Expand Group Insurance customer understanding and CX Maturity

·       Incorporate Voice of the Customer (VOC) insights and leverage tools like Journey Mapping to identify and prioritize future enhancements

·       Accountable for Group Insurance CX Roadmap which includes technology dependent and functional initiatives

·       Define and implement process enhancements and net new capabilities that are unique to Group Insurance

·       CX and Digital thought leader/consultant for customers, recommending best practice capabilities, tools and processes

·       Partner with CO to determine Group Insurance’s fit for new enterprise (digital) systems such as UDB, Dsahboard, Eloqua, etc.

 

 


 

10 years in CX, Digital Product Management, Digital Marketing, Direct Marketing, Database Marketing, Customer Service and/or other Customer facing roles required.

Experience in Group Insurance, Insurance, Financial Services, Health Care or other highly regulated industry desired.

Experience in both B:B and D:C environments required

Significant experience designing customer centric capabilities, tools and processes that improved CX and delivered financial results for the company

Experience with UX design and Usability required

Successful track record of relationship building, problem solving and demonstrated sound judgement

Excellent teamwork and collaboration skills with the ability to work across functional teams and with all levels of the organization

Bachelor’s degree in Business, Marketing, Technology or related field required. MBA or relevant Master’s Degree preferred

Minimum of 7 years of experience in leading a team that delivers impactful results

Travel required 10%

 


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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