Director, Customer Experience Strategist (Virtual) in Newark, New Jersey | DiversityInc Careers
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Director, Customer Experience Strategist (Virtual)

About the position

Prudential’s Individual Solutions organization is a growing and dynamic organization. As a Customer Experience Strategist for our Customer Experience organization, this position offers an exciting opportunity to lead high-profile customer-focused initiatives that either explore new experiences or transform existing experiences. This role will focus on all aspects of the end-to-end customer experience, driving customer-focused initiatives across our agile organization. This would include initiatives that explore and test new consumer opportunities in market and/or Voice of Customer (VOC) initiatives that seek to understand customer insights and drive change in the current customer experience. This position plays a pivotal role in understanding the consumer needs, data, and business priorities to diagnose and drive meaningful action. Responsibilities include:
  • Accountability for leading initiatives that create and transform customer experiences, including:
    • Strategic recommendations based on customer trends, analytics and insights
    • Consultation, demonstration and application of customer centric design principles and best practices
    • Support Agile teams through strategic vision and influence to execute
    • Sharing insights and progress to promote a customer-centric culture
  • Ability to embrace an agile environment and sustain a flexible mindset to evolve with the business.
  • Work closely with data around consumer behaviors, market research, business strategy, and often partner with technical teams to design a solution to test in market.
  • Lead and/or support a cross-functional team of designers, technologists, and strategy partners in accomplishing work across all phases of the consumer experience, including research, design, in market testing, and strategic recommendations.
  • Leads planning, definition, and prioritization of work and can understand big picture strategy and translate into tactical plans.
  • Ability to communicate complex ideas in a clear, concise manner both verbally and in writing regardless of audience – designers, business stakeholders, technologists, users, executives, etc.
  • Support ideation, prototyping, technical development, and launch innovative consumer-centric experiences and solutions
  • High energy and passionate about Customer Experience
  • Ability to work well with a cross-functional, geographically dispersed team and customer base
  • Experience working in a matrix/nonhierarchical environment and embraces a culture of agility and innovation
  • Demonstrates organizational awareness and the ability to navigate and influence across an organization
  • Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities
  • Must demonstrate strong project management skills
  • Familiarity with Agile principles preferred, but not required
  • Minimum of 5 years’ experience working in one or more business function (product, marketing, service, customer experience, direct-to-consumer, etc) with proven experience improving the customer experience.
  • Travel required (approx. 20%)
  • 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 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.