Digital Customer Experience Lead at Prudential Ins Co of America in Dresher, Pennsylvania

Job Description:

Job Classification:

Project Mgmt, Transformation & Strategy - Project Mgmt, Transformation & Strategy

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!

Prudential is seeking a passionate and experienced Digital Customer Experience and Engagement Leader to act as the voice of the business and voice of the customer for the digital Long Term Care wellness journey. This role will report to the Head of Strategy for LTC and will spearhead the development and launch of the LTC insurance product's digital portal. You will be instrumental in defining the digital customer experience and journey, while also ensuring seamless integration of data and analytics to optimize portal utilization. You will also contribute to the realization of the Total Wellness prevention strategy, vision, outcomes, and key results by aligning and prioritizing business goals with actionable results. The ideal candidate will possess a strong background in digital product management, customer experience design, and collaboration with both internal and external stakeholders

What you can expect:

• Develop and Launch a Digital Portal through a third-party vendor: Lead the design and end-to-end development and launch of a digital portal for our Long Term Care insurance product using a third party to host and provide the technology stack, while ensuring alignment with company objectives, LTC Strategy, and customer needs.


• Define Digital Customer Experience: Collaborate with cross-functional teams to define and design a best-in-class digital customer experience for Prudential Long Term Care policyholders and their key influencers, that enhances user satisfaction and drives engagement.


• Define Digital Customer Journey: Map out the digital customer journey from initial offer, to engagement, to post enrollment interactions, identifying pain points and opportunities for improvement.


• Capture Data and Analytics: As part of portal metrics and monitoring, implement robust data capture mechanisms within the portal to gather insights on customer behavior, preferences, and utilization patterns. Utilize analytics to continuously optimize the portal experience.


• Work with Third-Party Vendors: Coordinate with third-party vendors and technology partners to implement and integrate Wellness capabilities and solutions as well as necessary tools and functionalities within the digital portal.


• Collaborate with Internal Partners: Partner with internal LTC and Control Partner teams, including marketing and communications, compliance, privacy, operations and others, to develop and review design, content and messaging while continuously evaluating and refining the educational resources and content that support customer engagement and retention

What you’ll need:

• Bachelor's degree in Business, Marketing, Information Technology, or related field. Master's degree preferred.


• 5+ years of experience in digital product management, preferably within the insurance or financial services industry.


• Proven track record of successfully launching and managing digital products or portals.


• Strong understanding of customer experience design principles and methodologies with a record of deploying innovative poducts on both web and mobile.


• Proficiency in data analytics tools and techniques, with the ability to derive actionable insights from complex data sets.


• Excellent project management skills with the ability to prioritize tasks and meet deadlines in a fast-paced environment.


• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with both technical and non-technical stakeholders.


• Experience working with third-party vendors and managing vendor relationships.


• Knowledge of Long Term Care insurance products and industry trends is a plus.


• Track record of successfully delivering projects with iterative release components


• Strong problem solving, decision making, negotiation, and partnership skills


• Intellectual curiosity, and a willingness to learn, grow, and improve


• Capable of clearly articulating technical concepts to a variety of audiences


• Business Travel Required


• Role may have direct reports. Previous management experience preferred

At Prudential, you can:

We equip and empower our employees to expand their skills and experience by using powerful learning, gigs, and job opportunities. We offer a suite of services including 1:1 Career advice, on demand resources and networking to propel your career forward.

We’re a global organization, full of outstandingly dedicated people who aren’t afraid to think differently, challenge the status quo and take sensible risks along the way. You will enjoy pushing boundaries as we build innovative technology that helps clients, customers and employees live their best lives. You will have access to leadership and learning opportunities and the resources needed to take your career in any direction. We will help you do your best work, offering flexibility, while delivering on our Purpose.

What we offer you:

• 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


• Retirement plans:


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


• Company-funded pension plan


• 
  Wellness Programs to help you achieve your wellbeing goals, including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs


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


• 
  Tuition Assistance to help finance traditional college enrollment toward obtaining an approved degree, many accredited certificate programs, and industry designations.


• 
  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.

To find out more about our Total Reward package, see our Total Rewards Brochure. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.

#LI-KW1

Note: 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 $137,700.00 to $186,300.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills. Roles may also be eligible for additional compensation and/or benefits. 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. In addition, employees are eligible for standard benefits package including paid time off, medical, dental and retirement.

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 email accommodations.hw@prudential.com.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  If you are experiencing a technical issue with your application or an assessment, please email careers.technicalsupport@prudential.com to request assistance.

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