Director, Product Owner - Next Generation Contact Center

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 Director, Product Owner - Next Generation Contact Center you will develop and drive the product vision and strategy, providing constant feedback to the team and helping to set and drive toward the vision.

This is a multi-faceted role with responsibility for defining the strategy and roadmap for a product or suite of related products collaborating with business functions, service teams, UX and technology teams (as applicable), to identify business value and define solutions that deliver on the product strategy.

The Director will lead discussions and decisions around options e.g. buy vs build vs partner, build product teams to support the execution and has sole responsibility for the product backlog.

Level details : Solves complex problems that have a moderate impact on the product journey; Provides leadership through to agile team with low risk and moderate complexity;

May be regarded as a business or technical expert in their particular field; May have managerial accountability to lead a small team.

The current EWA for this position can be Hybrid preferably in our Newark, NJ or Fort Washington, PA offices or Fully Virtual.

While a Virtual position does not require your on-site presence on a regular basis, depending on business preferences, there may be occasions where you are required to be on-site at a Prudential office.

Your Impact :

• Manage and orchestrate CX deliverables (journey maps, consumer research, etc.), KPIs, and key results of journey team and escalate help requests to alleviate roadblocks.
• Influence and collaborate with CX journey and cross-functional teams to create initiatives that drive significant change to the customer experience.
• Challenge the business and global technology Voice team to drive for an innovative solution; think out of the box and ensure best-in-class solution designs.
• Ensure CX program business outcomes are linked to business case drivers / return on metrics
• Support engagement of technical and operational teams across key journey deliverables as needed.
• Support analyses by preparing and reviewing thought observations’, highlighting journey pain points, CX metric analysis, and research findings.

What you’ll need :

• 10-15 years of work experience, with experience in contact center operations, telephony, and implementing IVR for large organizations.
• Deep knowledge of conversational AI, natural language processing (NLP), LLMs and user interface design principles.
• A working knowledge of diversified financial services, and insurance industry.
• Demonstrated ability to achieve results while working in a cross-functional environment, including robust project management skills.
• Good skills and knowledge of facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency.
• Strong knowledge of Agile principles with strong digital and technical skills
• Deep understanding of user experience in conversational IVR self-service best practices and journey management.
• Travel up to 25% might be required for planning sessions

It’d be a plus if you had :

• Experience in Genesys on-prem / cloud implementation, call routing setups including toll free numbers configurations, vector dialed numbers, vectors, and call flows
• Experience with setting up and integrating voice biometrics, call recording, and speech analytics
• Experience with cloud contact center set up and integration with other platforms such as computer telephony integration (CTI), salesforce etc.

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.
12 days ago