Vice President, Chief Product Owner - Next Generation Contact Center & eDelivery (Hybrid)

Job Classification :

Technology - Project Mgmt / Business Analysis

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!

As a Vice President, Chief Product Owner - Next Generation Contact Center & eDelivery Capabilities , you will partner with business leaders and lead a team of product owners, tech leads, designers, and developers to build, deliver, and continuously improve the Next Generation Contact Center & e-Delivery capabilities for the US Businesses.

You will create and implement an omni-channel experience that reduces customer effort and makes it easier for them to do business with Prudential, while finding opportunities to implement e-delivery capabilities where they do not exist.

In partnership with the business, you will define a roadmap to implement innovative strategies, drive significant improvements and deliver expert solutions to Prudential Customers and Advisors.

As an expert in product and analytical experience, you will bring excellent problem solving, communication and teamwork skills, along with agile ways of working, successful business insight, and an inclusive leadership attitude to all that you do.

Your role will be to set the omni-channel strategy leveraging Contact Center as a Service (CCaaS) vendor, aligned to the business nuances, and define a roadmap that enables you to deliver all aspects of the end-to-end customer experience that dramatically improve how we engage with customers in both our retail and institutional businesses.

This would include initiatives that explore and test new experiences in market and initiatives that leverage insights to rearchitect the current experience with the goal being to improve customer experience and fuel profitable growth.

The current EWA 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.

What you can expect :

• Define the vision, success criteria, and high-level roadmap for the Next Generation Contact Center, aligning with Prudential's goals and focusing on customer experience and operational efficiency.
• Deeply understand the end-to-end experience across all channels of engagement to create an integrated and seamless experience for our customers.
• Ensure customer-driven design, considering user pain points by using market & industry knowledge and insights from Designers, Business Leaders and Subject-Matter Experts.
• Influence process design to remove friction and leverage technology capabilities effectively.
• Stay ahead of emerging technologies and trends in customer services, incorporating innovations such as AI and data analytics to enhance the capabilities of the contact centers.
• Nurture and help define a culture of inclusion, intense curiosity, teamwork, and continuous learning.
• Understand industry trends and innovation potential to anticipate customer needs or business opportunities.
• As a member of the USB Service Senior Leadership Team, contribute meaningfully to Prudential’s mission and vision.

What you’ll need :

• Significant experience working in an agile environment, preferably in a Chief Product Owner role.
• Deep Telephony Experience with both on-premises and cloud-based software.
• Ability to use data to enable decision making and re-engineer simple experiences across the Service organization.
• Operating expense management and ability to identify and meet financial commitments.
• Challenger mindset with the passion to challenge status quo to find new solutions and drive out of the box idea.
• Ability to set a clear vision, establish goals, and drive change within an organization.
• Demonstrated experience building and developing high performing product teams.
• Excellent verbal and written communications skills, experience working in multilingual environments preferred.
• Belief in a non-hierarchal structure of collaboration, transparency and trust.
• Expert knowledge of business concepts tools and processes that are needed for making sound decisions in the context of the company's business.
• Ability to learn new skills and knowledge on an on-going basis through self-initiative and tackling challenges.

Prudential welcomes all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply.

At Prudential, you can :

Take charge of your career. 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, visit Work Life Balance Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.

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 $224,500.00 to $303,700.00. 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 :

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[email protected] to request assistance.

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Remote working / work at home options are available for this role.