Vice President, Customer Experience (WSG) in Roseland, New Jersey | DiversityInc Careers
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Vice President, Customer Experience (WSG)

About the position

The VP of Prudential’s Workplace Solutions Group’s (WSG) Customer Experience (CX) Practice Team reports into the Head of WSG CX. He/she is responsible for leading a team of a dozen professionals to identify, define and implement short and long-term omni-channel CX enhancements for WSG’s Group Insurance and Retirement’s Business-to-Business and Direct-to-Consumer customers. The primary goal of the team is to “Know Our Customers,” “Listen to Our Customers,” and “Make Things Easier for Them.”

The role requires an understanding of the business units and enterprise initiatives it supports and strong partnership w/in the broader Marketing/Communications/CX team as well as the various IT and service organizations, the centralized Customer Office, etc. that are required to execute.

Product, service and capability priorities are identified from the Voice of the Customer (VOC) and Voice of the Employee (VOE) program the CX Practice Team manages. They are defined via processes the team facilitates including Current and Future State Customer Journey Mapping. Team members’ roles range from SMEs/Consultants up to fully dedicated, depending on the size and scope of the initiative. The VP is responsible for ensuring his/her resources are appropriately aligned to the businesses’ evolving needs. All efforts are monitored and measured to prove impact.

The successful candidate will keep customers front and center in everything we do. He/she will amplify and embed CX throughout WSG – supporting the company’s transformation from a product to customer centric organization.

Major responsibilities:

  • Lead, motivate and continue to develop a team of a dozen professionals
  • Leverage peers on broader CX and Marketing teams to increase agility
  • Oversee the VOC/VOE team that is maturing our multi-channel, always-on practice for listening to customers. Help drive the completion and adoption of the insights engine that combines customer feedback w/ insights to prioritize future product, service and capability builds and enhancements
  • Establish and maintain relationships w/ the Senior Leadership Teams (SLTs) of the WSG businesses. Ensure teams that are dedicated to the WSG business units and enterprise initiatives are appropriately engaged, focused on what matters most, and infusing CX
  • Take ownership of the end-to-end customer experience
  • Support Prudential’s shift from a product to customer centric organization
  • Help determine WSG’s critical Customer Journeys and Moments of Truth – identifying where we need to be at parity vs. differentiated
  • Ensure customer priorities are considered in planning and budgeting processes
  • Help continuously improve CX metrics and reporting
  • Minimum of 10-15 years of experience in:
    • B:B and/or D:C organizations (a combination of both is ideal)
    • Serving multiple customer segments
    • Increasing roles of responsibility in CX, Customer Service, Direct, Database and/or Digital Marketing or Product Development
    • Success operating in a highly regulated industry
  • Proven track record for driving significant change/business transformation
  • Command of omni-channel CX, consumer preference and habits
  • CX design and development preferred
  • Understanding of how to deliver operational efficiency while optimizing CX to create a true win/win for the company and its customers
  • Proven leadership, problem-solving and decision-making skills
  • Comfortable working in a highly matrixed and sometimes ambiguous environment
  • The ability to make sense out of gray
  • Self-starter
  • Ability to shift from developing high level strategies to effective execution
  • Strong written and oral communication and presentation skills, ability to influence at every level
  • Ability to drive decisions through appropriate collaboration
  • Proven multi-tasker
  • Highly accountable
  • Results and outcome oriented
  • Remain calm under pressure
  • Bachelor's degree required
  • Travel up to 25% 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 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.