Job Description

Prudentials Enterprise Experience Design Team is looking for the right individual to fill one of the many key roles on the team, Customer Experience Senior Consultant. The person we are seeking needs to be an agent of change, shifting the business mindset to focus on listening to customers, understanding

Customer needs, making feedback available & tangible for employees, and removing Customer friction points across the multiple engagement points they have with Prudential.

In support of Prudentials continued pursuit of placing the customer at the center of all we do, the Customer Experience (CX) Senior Consultant is responsible the identification of customer insights and the application of those insights across each touchpoint of the customers journey. This is accomplished in partnership with business units and functions across the enterprise; guiding them through a consistent, best practice process. Leveraging this process ensures the value proposition for both the business and customer is clearly articulated, educating and empowering others so that this becomes part of their DNA and governing and inspecting post-delivery to validate whether outcomes were achieved based on value proposition and CX design.

The manager will serve as a key SME/Consultant, representing the customer to ensure their voice, their needs are captured and incorporated into Prudentials offered solutions.

Key Responsibilities Include:

* Partner to identify/confirm priority Customer Journeys.

* Responsible for the identification of customer insights derived from assessment of qualitative and quantitative customer data in partnership with internal analytics and Voice of the Customer teams and external secondary sources.

* Development/consolidation of personas establishing an accurate, relatable representation of the targeted customer segment.

* Facilitation of Journey Mapping sessions resulting in the development of end-to-end, omni-channel current and future state Customer Journey maps; and other supporting documentation (e.g., Service Blueprints).

* Creation of experience assessment post-Journey Mapping session(s); providing stakeholders with the identification of customer wants/needs in relation to current state experience. Identified gaps and proposed solutions will serve as the basis for an experience roadmap.

* Supports a holistic, unified experience for customers by ensuring planned work in response to identified customer needs/gaps does not duplicate or conflict with similar customer-centric work throughout the organization. This is accomplished through open lines of communication and collaboration with other members of the Customer Experience organization.

* Coordinates and partners with Prudentials User Experience Research & Design teams to help support the development and implementation of desired experiences.

* Responsible for ensuring intended experiences are in compliance with Prudential policies by the engagement and inclusion of applicable control partners.

* Governs and assesses post-delivery to validate whether outcomes were achieved based on value proposition and CX design. Providing management status updated related to organizational readiness and escalating issues wand challenges as needed.

Qualifications:

* Prior experience in customer experience (CX) roles with exposure to design and delivery a strong plus.

* Excellent interpersonal and communication skills

* Proven track record of delivering actionable insights succinctly, in a compelling and engaging way (are of storytelling)

* Demonstrated ability working with & influencing senior leaders across business lines to build confidence and inspire collaboration

* Relationship building with business partners that encourage collaboration

* Excellent listening skills

* Strong communicator (written & verbal) to multiple audiences across an organization

* Strong interdisciplinary thinker

* Ability to work independently on multiple projects as well as part of cross functional teams

* High comfort level working in a fast paced, matrixed environment is essential

-

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.