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VP, Customer Experience

Prudential


Location:
Shelton, CT
Date:
09/21/2017
2017-09-212017-10-20
Job Code:
416778
Prudential
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Job Details

Position Title: VP, Customer Experience
Job Code: 416778
Job Location: Connecticut-Shelton
Description:

The Vice President, Customer Experience, Prudential Annuities will be responsible for defining and implementing an enterprise-wide customer experience strategy built to exceed customer expectations and drive loyalty.

 

The ideal candidate will be held accountable for developing the end-to-end customer experience strategic plan for the Annuities business, including an assessment of current offerings, utilizing and understanding experience metrics, and architecting and implementing the new strategy across the business. They will drive cultural transformation and act as a leading voice across the financial services industry.

 

The Vice President, Customer Experience, will be the primary advocate for Prudential’s Annuities customers through the development of a customer experience strategy targeted at driving trust, loyalty, and brand awareness. They will research and learn what is in the hearts and minds of the customers, be a storyteller of the customer journey, and drive ideation and solutions that will meet customer needs and innovate beyond their expectations.  

 

Responsible for reviewing all products, services and experiences through a customer lens, this leader will guide the Annuities business in the development of a world-class customer journey in conjunction with marketing, communications, product, sales and service to enhance customer interest and allegiance, increase retention, and drive customer value and success.

 

The Vice President, Customer Experience will leverage the customer as a business partner by using their feedback to develop and drive simplistic and holistic solutions. This position will be the primary contact with the Enterprise Customer Office and will collaborate with other high level executives across the Annuities organization to enhance our relevancy to our customers and increase their level of engagement.

 

Overall responsibilities with the Annuities business includes, but are not limited to: 

  • Designing and implementing a comprehensive customer experience strategy that unifies all customer initiatives across the business;

  • Developing a deep understanding of the customer journey and advocate across all business functions to co-create customer solutions;

  • Owning, implementing, and driving holistic and customer focused digital, ecommerce, mobile and social strategies; as well as enabling functions including marketing, communications, service, product and others to support all digital and social strategies;

  • Investigating new technologies, applications, services, metrics, tools and trends to drive customer service excellence and operational efficiency;

  • Developing approaches to modeling and work with modeling teams to improve cross-channel ROI; developing and implement best practice tools, metrics and scorecards.

The Vice President, Customer Experience will interact internally with executive level management and peers across marketing, product development, and technology to stimulate thinking about how to integrate all channels to create a seamless customer experience. Once developed, they will work hand-in-glove with these stakeholders to structure, influence, and manage short and long-term growth plans and strategies. Execution is key; a well-developed strategy that remains potential is wasted. The ideal candidate will architect and deliver measurable results, analyze areas that may be underperforming, and develop a culture of consistent improvement.    

 

They will partner across Prudential’s other lines of business to establish best-in-class practices and share ideas that lead to integrated corporate success. In this regard, the ideal candidate will be expected to deliver and implement unparalleled customer experience within the Annuities business by leveraging emerging trends as well as leading and synchronizing all components of Prudential’s efforts. Prudential is prepared to invest in customer experience and innovation, and the Vice President, Customer Experience will be expected to develop clearly articulated plans to break new ground to deliver a truly differentiated experience with competitive advantage.


The Vice President, Customer Experience will be recognized as an industry leader within customer service and experience. This is a unique role as customer experience is all about an iterative process of improvement; what is world-class today becomes table stakes in short order. The ideal candidate must bring a personal passion and dedication for continuous improvement to the whole organization, leading by example and desire to be best-in-class on a consistent basis.

 

The successful candidate will bring a proven track record of developing, promoting, and implementing differentiated customer experiences and strategies.  They will bring a deep understanding of where products and services are migrating to in the future and how to best design the subsequent experience.  They will have a strong record of achievement in applying a customer mindset to development of solutions and approaches and the demonstrated ability to show a measurable ROI against their initiatives.

 

Executive courage, decisive leadership, and an innovative mindset are critical.  The ideal candidate is a critical leader in bringing to life the multi-channel strategic vision and continually integrate dynamic programs and solutions to support a best in class customer experience. They will be passionate about fueling Prudential’s growth, and creating opportunities to better serve the customer across all touch points.

 

The Vice President, Customer Experience possesses a breadth of leadership experiences including having significant strategic experience and expertise in influencing fellow leaders to drive complex business change via collaboration, innovation, and coaching.  They will have experience managing, developing, motivating, and influencing senior level employees and will have earned a reputation for excellent peer-leadership, prioritization, strategic thinking, and quantitative skills.    

 

Skills and knowledge include:  

  • Test and learn innovative capabilities and measure customer interactions and impact through customer feedback;

  • Utilize complex data research and analytics to build awareness of customer segments and develop a portfolio of customer and business metrics;

  • Identify and communicate market gaps; influence internal partner innovation and action;

  • Establish and foster collaborative relationships with the Customer Experience Office, members of Annuities senior leadership team and other key stakeholders;

  • Be a champion for bringing customers’ needs to life and leading the development of an organizational culture that is focused on protecting the Prudential Annuities brand;  

  • Build a team/department, while providing appropriate leadership, development and support to peers in Marketing, Communications, Project Management and Strategy;

  • As a thought leader, drive customer loyalty, retention, and brand awareness in partnership with Prudential corporate and business unit partners;

  • Strong knowledge of customer satisfaction drivers and dissatisfiers;

  • Knowledge of the consumer market; including B2C and/or B2B consumer strategies.

  • High level knowledge of research tactics and techniques;

  • In-depth experience and understanding of voice of customer; and

  • Strong analytics capability to integrate multiple data sources (research, complaints data, 3rd party data like JD Powers, etc.) to inform decisions to drive customer experience & loyalty and determine root cause of problems.


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: Other
Schedule: Full-time
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