Director, Digital CX and Design

Job Classification:

Technology Agile, Delivery, & Product

At Prudential, we believe talent is key to achieving our vision. When you join Prudential, you’ll unlock a motivating and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions!

As Director, Digital CX and Design you will support the team and CPO by driving the CX end to end experience. This is a multifaceted role with responsibility to development the business case, design the customer experience, implement the product and experience roadmap for a digital suite of subscription products & journeys. You will be responsible for the endtoend customer experience, CX iteration mapping, and NPS.

What you can expect:

As the Director, Digital CX and Design you will be responsible for:

• Driving the digital experience and strategy. This is a multifaceted role with responsibility for defining and executing the customer experience and ongoing optimization of current experiences by collaborating with business functions, Operations teams, UX and technology teams.
• • Developing and execute comprehensive digital endtoend customer experiences that aligns with business goals and enhances customer loyalty. You will work closely with crossfunctional teams to ensure that every interaction with our customers is positive and consistent. Your role will involve driving the strategy, analyzing business metrics and customer feedback, identifying data driven pain points, innovating hypothesis & user testing, and implementing changes to enhance the overall journey.
  • Drive CX data analytic requirements, build and reports to drive conversion.
  • • Support the Chief Product Officer, Product Owners and stakeholders by helping prioritize the business backlog, communicating with stakeholders and coordinating work that is spread across multiple teams.

    • What you’ll need:

      • Financial services experience preferred
      • Expertise in endtoend digital customer experiences – marketing, purchase experience and customer service
      • Partner with CMO, CPO ad CTO to prioritize initiatives, maintain the business backlog, and communicate Objectives and Key Results (OKRs)
      • Experience designing CX dashboards and building digital experience innovations
      • Experience leading business grooming to build new solutions, personalization, retail offers, and DIY portals
      • Experience leading UXR and inmarket testing programs for new initiatives and optimization of existing experiences.
      • Influence stakeholders buyin through effective communication and datadriven storytelling
      • Create and maintain an ongoing product roadmap by working with business areas to identify, sequence, and prioritize enhancement requests
      • Experience handing multiple projects at once
      • Experience working at a start up with an agile delivery methodology.
      • Experience with data and analytics, MIRO, Figma, NPS, and CSAT.
        

      • Prudential welcomes all applicants, even if you dont meet every requirement. If your skills align with the role, we encourage you to apply

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        What we offer you:

        Prudential is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $164,700.00 to $222,700.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.

        • Market competitive base salaries, with a yearly bonus potential at every level.

        • Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave.

        • 401(k) plan with company match (up to 4%).

        • Companyfunded pension plan.

        • Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs.

        • WorkLife Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.

        • Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.

        • Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service.

        • Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance. To find out more about our Total Rewards package, visit Work Life Balance | Prudential Careers. Some of the above benefits may not apply to parttime employees scheduled to work less than 20 hours per week.

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

          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.

          If you need an accommodation to complete the application process, please email accommodations.hw@prudential.com.

          If you are experiencing a technical issue with your application or an assessment, please email careers.technicalsupport@prudential.com to request assistance.