Director, Customer Experience
The Company
Our client 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, our client is focused on helping individual and institutional customers grow and protect their wealth. Our client’s businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.
Position Title
Director, Customer Experience (CX)
Reporting Relationship
The Director, Customer Experience will report to the VP, Customer Experience.
The Location
This position will be located in one of our client’s offices in the Northeast region.
Position Summary
The Director, Customer Experience will lead a team of Experience Strategists & Designers in driving our CX agenda, creating the strategy and ensuring the delivery of the desired customer experience across Worksite Solutions Group and with keen focus on our Group Insurance as well as our Retirement businesses. Specifically, this role is responsible to design, develop and oversee the delivery of a best in class customer experience strategy for our customers. This leader will partner closely with the appropriate business and marketing teams to ensure the aspects of the customer experience are fully aligned with business goals and marketing strategies. In addition, the Director, Customer Experience will manage key stakeholder relationships across multiple levels and throughout CX team to drive customer centric design thinking into the organizational DNA, bringing meaningful customer insights and ideas to the table to drive better outcomes for our clients and for our business.
Key responsibilities include:
- Leads the development of customer strategy and experience design that support the end to end value proposition for all of our customer segments including Employers / Plan Sponsors, Participants and Intermediaries, Associations ensuring the connectivity across interdependent customer segments.
- Contribute to the growth and profitability of the company by revolutionizing our customer experiences, designing ideal customer journey’s based on deep customer insights to deliver customer outcomes (e.g. high client persistency rates, high client satisfaction amongst key drivers of NPS, cultivation of profitable win / win client relationships)
- Lead, develop and inspire the team of CX experts to continually learn and leverage industry best practices, cultivate insights and drive customer / business value whilst leading and consulting on strategic CX initiatives throughout which he/she will ensure compliance with regulatory and legal guidance
- Facilitate an experience-based culture that reinforces product and brand loyalty and delivers meaningful customer value propositions through intended experiences, leveraging knowledge of key competitor products and experiences to help differentiate Prudential’s experience design to win in the marketplace.
- Collaborate with business leaders across the company on initiatives to infuse customer centricity and the voice of the customer – and drive continuous improvements in the delivery of the customer experience by providing actionable customer insights which fuel innovations in our processes and procedures.
Qualifications:
- Minimum of five years’ experience in client services, marketing, customer experience and insights and/or product development experience
- Demonstrated ability developing, managing and inspiring a team of direct reports.
- Expertise in the Customer Experience (CX) discipline with demonstrated ability to (1) understand and value customer touch points in order to optimize and design to be state experiences with customer journey mapping, (2) develop customer segment strategies and value propositions that drive business results and (3) understand customer needs / behaviors and develop actionable customer insights
- Experience leading cross functional initiatives which are considered game-changing and / or transformational and exceeding key goals is preferred –Results orientation, ability to lead cross functional team and create clarity around an aligned vision.
- Adept at balancing the art of wowing a customer while leveraging data and metrics to ensure our investments generate a return
- Effective leadership, relationship building and consultation skills with ability to influence and lead cross functional teams
- Familiarity operating in B2B2C business model is preferred, as well as an understanding of the regulatory, operational, financial, and legal impacts to the design and development of that experience.
- Retirement services, Group Insurance background considered a plus.
- Demonstrated proficiency and understanding of Employer, Plan Sponsor, Participant, Association and Intermediary needs as relates to employer benefits and retirement benefit programs
- Strong strategy development, analytics, negotiation, interpersonal, written, verbal and motivational skills. Excellent decision making and problem solving skills.
- Bachelor’s degree required.
Education
The successful candidate will have a Bachelor’s Degree in marketing, technology, or related discipline. Masters degree is preferred.
Compensation
As our client is seeking an outstanding individual for this important senior leadership position, they are offering an attractive compensation package including base salary, discretionary cash bonus, long-term incentives, and personal benefits.
Contact
Executive Connections LLC is handling this executive search on an exclusive basis. For additional information, please contact:
Jeff Gundersen – CEO
941-323-8300
jgundersen@executiveconnectionsllc.com
Darcy Bevelacqua – Managing Director
917-520-0261
dbevelacqua@executiveconnectionsllc.com