Job Description

This VP, Customer Experience leadership role will focus on implementing and improving Advisor journeys and experiences which are directly tied to the strategies for Prudentials Individual Life and Annuities businesses. This individual will partner closely with Business leaders and Technology teams to ensure optimal solution design that delivers on the financial goals for these two business units. To do this, the individual will need to leverage insights on digital market trends, financial advisor and individual customer needs, the competitive landscape, and digital innovation and service models in the Insurance and Annuities space. In addition, the individual in this role will interface with multiple internal and external entities (vendors, ISG clients, marketing teams, control partners, etc.) to employ best in class capabilities for our ILI and Annuities digital experiences.

Key success factors for the role include forming and setting a digital strategy that enables the ILI and Annuities business strategies, demonstrating the ability to take intelligent risks, excelling in a matrix environment, and quickly and effectively gaining cross functional alignment with key partners (such as Product, Sales, Marketing, Finance...). The leader must have a strong background in the Life and Annuities businesses and be a passionate advocate for the Advisor, but also willing to learn and process feedback from all levels within the organization. Must have ability to effectively lead and influence business partners in a positive and inspirational manner, while modeling Prudentials core values.

This role leads a team of people and resources supporting the ILI and Annuities businesses and sits directly on the Customer Experience senior leadership team. This individual will work very closely with the VP, CX for ILI/ANN Customer CPO, and together coordinate experience activities with our Life and Annuities business partners. Additionally, this role is embedded within the ILI and Annuities businesses with accountability and a dotted reporting line to those business leaders.

Key Responsibilities:

* Partner with BU Presidents and their SLT to align on integrated, multi-year strategic roadmaps which support business priorities
* Focus on elevating the experience across all key constituents, primarily focused on the financial advisor in a way that is tied to the overall business strategy and aligns across digital and non-digital processes; identify improvement opportunities and develop innovative digital CX strategies to increase advisor satisfaction, loyalty, retention and revenue.
* Define, design, integrate and measure digital experiences that support and drive business outcomes, as Product Owners on digital experience scrum teams, including but not limited to the following
* Both Prudential and third-party advisor experiences
* Enabling sales of life insurance and annuity products across all channels
* Define, measure and be accountable for key digital KPIs/metrics relative to the ISG digital experiences, driving digital outcomes in partnership with these businesses
* Sequence and prioritize digital roadmaps that align to ISG business needs and cross-enterprise vision through the development of business cases and cost benefit analyses to secure strategic portfolio funding
* This role leads cross functional teams and a portfolio of initiatives and ensure the strategic direction and outcomes of the businesses are reflected in the execution of these initiatives
* Integrate needs of financial advisors into the digital journeys by continually leveraging VOC feedback, evaluating that feedback with the businesses and utilizing that information to optimize our digital experiences
* Initiate and leverage market insights on digital market trends, advisor and individual customer needs, the competitive landscape, and digital innovation and service models in the Life and Annuities space
* Collaborate and partner with multiple internal and external entities (vendors, ISG clients, marketing teams, control partners, other BUs etc.) to ensure optimal solutions and delivery on outcomes.

Qualifications:

* Bachelors degree required; Masters preferred
* Product Management and digital experience of 15 years, including 10 years of leadership in these roles
* Proven leadership skills with 5+ years of managing complex projects and cross functional teams
* Strong background across our full range of Life Insurance, Annuities and Investment solutions
* Deep knowledge of advisor sales practices to reach customers, sell annuities and life insurance products and service existing customers
* Strong understanding of the regulatory requirements surrounding the sale of life insurance and annuity products
* This role requires excellent communication and sales capabilities, with frequent exposure to large and senior audiences around the company and externally in industry forums (conferences, speaking engagements)
* Deep understanding of the InsureTech, FinTech and ConsumerTech spaces with working knowledge of web analytics platforms such as Google Analytics and Adobe Analytics
* Strong user experience/design background with a record of deploying innovative products on both web and mobile
* Experience analyzing trends in digital interactive product design, mobile design or responsive design
* Track record of successfully delivering projects with iterative release components
* Strong problem solving, decision making, negotiation, and partnership skills
* Strategic mindset; able to distill complicated scenarios into straightforward plans and create followership
* Intellectual curiosity, and a willingness to learn, grow, and improve
* Capable of clearly articulating technical concepts to a variety of audiences

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Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.

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, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status , medical condition or any other characteristic protected by law.

The Prudential Insurance Company of America, Newark, NJ and its affiliates.

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.

PEOPLE WITH DISABILITIES:
If you need an accommodation to complete the application process, which may include an assessment, please call (800) 433-8960, prompt 4 or email accommodation.h&w@prudential.com.

Please note that the above number and email are solely for individuals with disabilities requesting an accommodation. If you are experiencing a technical issue with your application or an assessment, please email careers@prudential.com to request assistance.