Job Classification:

Marketing & Communications - Marketing

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!

If you are passionate about driving customer experience and marketing strategies, we invite you to apply for this exciting new opportunity. This is a critical new role reporting into the Head of Customer Experience (CX) that will also get to work directly with the Head of Digital and Marketing, to align teams around a shared vision and help transform the future of Customer Experience and Marketing at Prudential.

The VP of Experience & Marketing Strategy will spearhead development of customer experience and marketing strategies to power growth for Prudential. This pivotal role involves bringing your entrepreneurial, strategic thinking and operational skills together to lead a small team and drive strategy development, implement cross-functional projects, and support executive-level decision-making.

This role will work in a fast-paced environment and lead critical work that enables growth in our businesses. This ranges from deep strategic thought leadership, to developing new external partnerships, vendor selection and management, experience technology, and advising on talent strategies. You will be responsible for external and internal communications strategy across channels like social media and conferences that showcase Prudential’s strengths and accurately convey the transformative outcomes being driven by CX and Marketing talent. We are looking for a self-starter who is a precise communicator, a gifted storyteller, and relentlessly focused on outcomes. You will work closely with the most senior leaders in Marketing, Customer Experience and beyond to ensure ongoing transformation and success of our CX and Marketing efforts.

This is a highly visible role that requires effective relationship management skills across the enterprise broadly, including Technology, Business, and Strategy.

The current employee work arrangement for this position is Hybrid and requires your on-site presence on a reoccurring basis as determined by your business. Your manager will provide additional details relative to the specific number of days you are expected to be on-site.

Responsibilities:

• Manage and develop a small team focused on CX operations including vendors, training, contractors and budget.

• Lead CX and marketing strategy with accountability for end outcomes, including development of strategic frameworks as well as tactical planning of initiatives, ensuring alignment with broader business strategies.

• Analyze market and competitive data to discover trends and threats to inform strategic decision making and translate into actionable plans.

• Identify and leverage new technologies and best practices and exert influence to continuously enhance the customer experience and stay ahead of industry trends.

• Develop executive-level presentations, simplifying complex findings and concepts to drive action and decision making.

• Look across business unit marketing and capability teams to identify growth opportunities and methodologies to disseminate that messaging.

• Work directly with the Head of Digital and Marketing to deliver a communication strategy to amplify messaging across channels.

• Develop outcome-oriented dashboards for key marketing and experience initiatives and monitor and report on the progress and impact of initiatives.

• Develop ecosystem models that illustrate the interconnectedness of various customer touchpoints and channels, across customer experience and marketing.

• Conduct vendor assessments to identify key partners or agencies to augment work across changing work needs.

• Support cross-functional workshops to foster a customer-centric culture and brainstorm innovative CX solutions.

• Prepare strategic communications to support the ongoing CX and marketing transformation.

• Act as an evangelist for the marketing transformation, inspiring and influencing the organization through their strategic insights and actions.  

• Collaborate with strategy teams and functional partners on key strategic initiatives.

• Drive continuous improvement and operational excellence across CX to ensure the highest levels of effectiveness and efficiency.

Desired Qualifications:

• Strong educational credentials, including an undergraduate degree (required), with an MBA or relevant graduate degree a plus.

• 7+ years in strategy, business development, research, and/or CX roles, ideally with top-tier management consulting firms or strategy functions in financial service companies.

• 5+ years of work experience in Insurance and/or Finance industries a plus.

• Strong interpersonal, organizational, and influencing skills.

• Demonstrated ability to communicate complex ideas in simple, outcome-oriented ways, both verbally and written.

• Demonstrated track record of professional excellence and achievement.

• Excellent communication and stakeholder management skills, capable of working collaboratively across departments and with external partners.

• Growth mindset and ability to influence across levels that inspires adoption of customer-centric approaches.

• Proficiency in PowerPoint, Excel, Word and other collaboration tools.

Critical Skills for Success:

• Top-notch conceptual thinking, analytical, research, and problem-solving skills.

• Exceptional verbal and written communication skills.

• Ability to independently lay out a vision and develop a path to achieve it.

• Excellent storytelling and presentation skills. Tested group facilitation skills.

• Ability to summarize complex business problems and detailed analyses with brevity.

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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 $180,600.00 to $244,400.00. 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.