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.
Responsibilities
  • 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

Qualifications

  • 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 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, 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 staffingagencies@prudential.com for more information about doing business with Prudential.

Apply Now

Join PrudentialApply for this position

Please fill out the online application and upload your supporting materials. We appreciate the time and effort you put into your application.

Apply Now

Save or Send Email this Job

Get a link to the job and the full description that you can save for later or share with someone you think might be a good fit.

Get Link to this job description in an email to save for yourself or send

Related Job Openings

Manager, Global Communications/Public Relations

Marketing/Advertising/Public Relations/Corp. Communications - Newark, NJ
  • Full Time Position
  • Job No: GLO000JL

The Global Communications team directs internal employee and external communications efforts to ensure the company's messages are aligned and delivered in accordance with Prudential’s goals and policies. To best partner with our businesses, we are expanding our Communications team which supports Individual Solutions. If you are a professional who thrives on driving integrated engagement strategies that help shape how external audiences understand and perceive the company's global income and protection story, consume positioning, and overall differentiation in the...

View Job Details

Head of Account Management

Marketing/Advertising/Public Relations/Corp. Communications - Hartford, CT | Iselin, NJ
  • Full Time Position
  • Job No: MAR000E9
The Head of Account Management is responsible for managing the development and execution of work for Prudential Retirement Marketing. You and your team are the face of the Marketing Operations organization. As the leader, you will serve as the key point of contact between Marketing Strategy and Marketing Execution. You will partner with marketing strategy leadership to help deliver flawless marketing programs that are on time and on strategy.
The core responsibilities include leading a team of account managers focused on the development and delivery of marketing...
View Job Details

Writing Lead

Marketing/Advertising/Public Relations/Corp. Communications - Iselin, NJ | Hartford, CT | Newark, NJ
  • Full Time Position
  • Job No: MAR000E2
Prudential Retirement is seeking a dedicated, energetic, highly conceptual Writing Manager who believes the written word is a powerful business tool. Who is a master of storytelling. And who has a drive to work across the organization to deliver for our clients. The Writing Manager will be responsible for leading a team of writers to create innovative solutions for B2B and B2C markets.
The Writing Manager has the acumen to understand how business and communication objectives translate to their work to help drive business results. An in-depth knowledge of industry...
View Job Details

Director, Global Communications

Marketing/Advertising/Public Relations/Corp. Communications - Newark, NJ
  • Full Time Position
  • Job No: CFO0005H

The Director of Global Communications leads the creation and execution of internal and external strategies in support of the CFO Office and the overall Finance organization.

The Director will sit in the Financial Management organization working closely with Global Marketing, Advertising and Communications teams. In this role, you will be a trusted partner who can provide a full range of executive communications including content development (messaging, scripts, employee emails, presentations, website), event management (Town halls, leadership meetings), pitching...

View Job Details
Search All Prudential Jobs