Marketing/Advertising/Public Relations/Corp. Communications - Iselin, NJ | Hartford, CTVoC Program Management Lead

About the position

The Voice of the Customer program management lead will develop a strategy to capture, analyze, action and monitor customer feedback across all touch points and for all customer types. Specifically, this role is responsible for gathering of insights surrounding experiences from individuals, institutions and intermediaries surrounding our Defined Contribution, Defined Benefit, Non-qualified Deferred Compensation Plans, as well as Pension & Structured Solutions offerings.
The Voice of the Customer Program lead will gain collective insights into customer needs, wants, perceptions, and preferences through structured and unstructured sources. These discoveries will be translated into meaningful objectives and insights that help to close the gap between customer expectations and Prudential’s offerings, as well as measure the overall health of the relationship between customer and the Prudential. This individual will oversee a program that listens to customers at key moments, analyze feedback, and utilize these inputs to facilitate decision making, improve operational processes, identify new solutions or offerings, proactively and on a timely and actionable basis.
  • Drive business value by cultivating actionable customer/market insights and make recommendations to design and deliver intended customer experiences, inform marketing strategies and business decisions
  • Facilitate a high performing team culture.
  • Enable agility and scalability to meet evolving business and stakeholder needs.
  • Embrace the organizational value proposition and enables delivery on our purpose.
  • Develop and manage a strategy for Voice of the Customer (VoC) and Voice of the Employee (VoE) to gather insights on the needs, wants, and expectations of customers.
  • Partner with Global Strategic Research and Marketing Strategists to develop and deliver Retirement research agenda / objectives based on hypotheses testing to address critical business questions.
  • Inspect and ensure that underlying VoC/VoE is current, correct and relevant.
  • Develop, manage and oversee implementation of centralized Retirement research agenda and needs.
  • Partner with business and marketing leaders to establish an effective “Closed Loop” process to respond & act upon customer feedback
  • Act as the central point within Retirement to identify, manage and oversee VoC capabilities and budget.
  • Derive insights and collaborate within the Strategic Insights & CX team on the priorities within our shared accountability


  • Minimum of five years’ experience in voice of the customer insights, client services, marketing, customer experience – prefer 10+ years’ experience.
  • Deep understanding of customer experience measurement, strategies, design, trends, and solutions in both B2B and B2C settings.
  • Effective communicator with proven track record of identifying actionable insights to drive business / customer value
  • Advanced analytical skills using qualitative and quantitative methods to analyze customer behaviors and create compelling customer insights.
  • Effective leadership, relationship building and consultation skills with ability to influence and align and lead cross functional teams towards common goal
  • Familiarity operating in B2B2C business model is preferred, Retirement services background considered a plus.
  • Demonstrated proficiency and understanding of Plan Sponsor, Participant and Intermediary needs as relates to retirement benefit programs preferred.
  • Experienced in working with Microsoft Excel and PowerPoint.
  • Highly proficient in strategy development, decision making and problem solving.
  • Ability to align capacity to demand through work prioritization and expense management.
  • Bachelor’s degree required; advanced degree preferred.

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 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 for more information about doing business with Prudential.

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