Director, Digital CX and Design

Prudential Financial

Newark, NJ

Full Time

Director

165k-223k

14 days ago

Job Description

About the Role

The Director, Digital CX and Design at Prudential is responsible for supporting the team and Chief Product Officer by driving the end-to-end customer experience. This role involves developing the business case, designing customer journeys, implementing product and experience roadmaps for a digital suite of subscription products, and ensuring positive and consistent customer interactions across multiple teams. The position is part of Prudential's technology and digital transformation efforts, focusing on enhancing customer loyalty and optimizing digital experiences.

Key Responsibilities

Driving the digital experience and strategy, including defining and executing the customer experience and ongoing optimization of current experiences.
Collaborating with business functions, Operations teams, UX, and technology teams to develop and execute comprehensive digital end-to-end customer experiences that align with business goals.
Analyzing business metrics and customer feedback to identify pain points, innovate through hypothesis testing and user testing, and implement changes to enhance the customer journey.
Driving CX data analytic requirements, building reports to improve conversion rates.
Supporting the Chief Product Officer, Product Owners, and stakeholders by prioritizing the business backlog, communicating with stakeholders, and coordinating work across multiple teams.

Requirements

Expertise in end-to-end digital customer experiences, including marketing, purchase experience, and customer service.
Experience designing CX dashboards and building digital experience innovations.
Experience leading business grooming to develop solutions such as personalization, retail offers, and DIY portals.
Experience leading UXR and in-market testing programs for new initiatives and optimization.
Ability to influence stakeholders through effective communication and data-driven storytelling.
Creating and maintaining product roadmaps by working with business areas to prioritize enhancements.
Experience managing multiple projects simultaneously.
Experience working in an agile delivery environment, preferably at a startup.
Proficiency with data and analytics tools such as MIRO, Figma, NPS, and CSAT.

Nice to Have

Experience working with cross-functional teams including CMO, CPO, and CTO.
Experience with prioritizing initiatives and maintaining business backlogs.
Knowledge of marketing, purchase experience, and customer service digital strategies.

Qualifications

Customer service experience.
Experience with Agile methodologies.
Senior-level experience in digital experience design and leadership.
Proficiency with Figma and marketing analytics tools.

Benefits & Perks

Market competitive base salaries with yearly bonus potential.
Medical, dental, vision, life insurance, and disability insurance.
Paid Time Off (PTO) and leave of absences such as parental and military leave.
401(k) plan with up to 4% company match.
Company-funded pension plan.
Wellness programs including up to $1,600 annually for personal wellbeing.
Work/Life Resources for parenting, housing, senior care, finances, and more.
Education benefits for college and certificate programs.
Employee Stock Purchase Plan at 85% of the lower of two prices after one year of service.

Working at Prudential Financial

Prudential values talent as key to achieving its vision and offers a motivating and impactful career environment. The company emphasizes growth, collaboration, and innovation within a supportive work culture that encourages continuous learning and development.

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