Manager, Customer Experience (CX) in Iselin, New Jersey | DiversityInc Careers
 

Manager, Customer Experience (CX)

About the position

Are you passionate about customers? Do you enjoy being an innovator and painting the “Art of What is Possible?”   The Customer Experience (CX) Manager is a provocateur and customer champion, acting as an internal consultant and change agent, enhancing Prudential’s Customer Experience (CX) throughout our business. We are recruiting a dynamic Manager to work with our Retirement business partners cross functionally. From crafting proposals, to facilitating workshops, and managing the design & delivery of our intended customer experience. This “outside in” planning and designing focuses on how we want our customers to feel and what we want them to think – making it easier to do business with us while helping them achieve their goals. Beginning with a keen analysis of customer insights and needs, ensuring the value proposition for both the plan sponsor and enrolled participant is compelling & clear, while transferring skills to others so that customer focus becomes part of their DNA. This manager will be a key player on the CX team working within the Workplace Solutions Group (WSG) Marketing center of excellence. Key Responsibilities Include:
  • Responsible & accountable to transform customer experiences via
    • cultural mindset evolution and maturation to a customer centric world
    • strategy recommendations based on customer analytics and business acumen
    • consultation, demonstration and application of customer centric design principles and best practices – e.g. Design Thinking, Agile, CRM, Six Sigma
    • bringing customers to life, driving awareness and connectivity of responsibilities and roles to drive customer outcomes
  • Partners with Marketing, Product, Training, Operations and Customer-facing teams to ensure our organization delivers the intended customer experience through new capabilities, solutions and communications including training.
  • Ensures completion and approvals of internal procedures across impacted areas are obtained.
  • Demonstrates and empowers others in creating, editing, or reviewing both external marketing materials through the lens of our customers and internal communications for all impacted audiences related to the initiatives to ensure their accuracy, message consistency and alignment with strategic direction.
  • Ensures alignment of implementation plan with the desired / intended experience and outcomes both for the customer and our business.
  • Establishes measurement & tracking post-delivery to validate whether outcomes were achieved based on value proposition, business impact and CX design, providing management status updates related to organizational readiness and escalating issues and challenges as needed.
  • Documents and contributes towards and maintaining a collaboration site to foster an Insight driven CX community and houses a repository of best practices, innovations and suggestions as well as our playbook and toolkit which the organization uses to design & deliver the desired / intended customer experiences.
Qualifications
  • Minimum of 3-5 years’ experience working in a retirement or related business as a marketing, product or project related role.
  • Prior experience in customer experience (CX) roles &/or consulting, with exposure to design and delivery a strong plus.
  • Proven track record in producing strong results in end-to-end execution and rollout.
  • Excellent interpersonal and communication skills.
  • Proven ability to make decisions and gain buy-in across multiple audiences and cross functional area of the business.
  • Must demonstrate strong project management skills.
  • Proven ability to communicate with and present to multiple levels of the organization.
  • Excellent collaboration skills are required.
  • Demonstrated intermediate level proficiency in Microsoft Word and Excel and advanced level of proficiency in Microsoft PowerPoint.
  • Strong written and verbal skills are essential.
  • Strong and attentive listening skills with the ability to analyze the situation and draw appropriate conclusions to understand the needs of both internal and external users.
  • Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.
  • Excellent organizational skills with the ability to successfully juggle multiple priorities.
  • Experience in business analysis and understanding business requirements, demonstration of keen business acumen and analysis – identifying opportunities / issues, synthesizing and identifying trends and patterns, drawing conclusions and making recommendations.
  • Bachelor's degree required, MBA a strong plus.

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.