VP, Customer Experience Innovation Leader (Virtual) in Newark, New Jersey | DiversityInc Careers
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VP, Customer Experience Innovation Leader (Virtual)

About the position

With its reputation for innovation and award-winning products and service, Prudential’s Individual Solutions Group is a growing and dynamic organization. As VP, Strategic Initiatives for the Customer Experience organization, this position offers an exciting opportunity to lead our Research and Development process and drive initiatives that innovate on and transform the customer experience across both Life Insurance and Annuities.

Utilizing Design Thinking expertise, this individual will lead research, design, and prioritization efforts that define future trends and advance innovative ideas through the development process. Responsibilities
  • Develop and manage the Innovation pipeline and partner with a team of researchers, UX/UI experts, consumer testing specialists and other subject matter experts to continuously identify new areas of opportunity
  • Leverage design thinking to create and test prototypes with consumers, develop strong learning agendas and craft experiments to test key hypotheses
  • Collaborate with internal team members to develop in market testing plans and map customer journeys that can be executed within the organization
  • Create and refine business cases for these opportunities, evaluating their relative strength based on a multi-dimensional stage gate process, and refining and elevating insights into meaningful opportunities for growth and investment
  • Help shape and evolve our innovation process and lead design thinking exercises within the innovation team
  • Actively manage and nurture specific concepts within the innovation portfolio, utilizing research + in-market testing insights to inform future direction and always looking ahead at what should be tested next
  • Design + curate research and drive new discoveries that lead to innovative product, service and experience ideas
  • Connect with the broader digital eco-system and industry via conferences and other forums either as a participant or presenter to understand emerging trends.
  • Engage and negotiate with vendors or external partners as necessary
  • 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
  • 8+ years of in experience in innovation/new product or solution development/ management/entrepreneurial roles in a variety of industries or verticals
  • A well-rounded self-starter with proven business, leadership, analytical, project management, business case development and communication skills
  • Strong aptitude to understand market signals, identify opportunity areas, and craft experiments that support a strong learning agenda
  • Ability to anticipate new consumer needs and value propositions to uncover new growth opportunities
  • Experience working with researchers, UX/UI experts, consumer testing experts and front-end engineers
  • Proven success in innovation roles, ideally in consulting firms, a design firm or within a corporate innovation team
  • Meaningful results leading cross-functional teams of varying seniorities and proven experience influencing and collaborating effectively with team members at all levels
  • Adept at uncovering the themes and critical pieces of information that can spark game-changing innovations
  • Strong group facilitation skills
  • Humble, hungry and smart mindset
  • Strong design thinking experience or expertise
  • Resourceful self-starter with an independent attitude and focus on excellence
  • Travel required (approx. 20%)

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.