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Director, Customer Centricity and Culture
Prudential Securities
Iselin, NJ, United States
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Description
At Prudential, our customers are at the core of our focus and we are constantly enhancing our infrastructure, processes and teams to drive our customer success. We believe a dedicated focus will further facilitate this cultural shift and embed the desired behaviors into our organizational DNA. The role of Director, Customer Centricity and Culture is responsible for leading the shift and amplifying our Work Place Solutions Group's customer-centric culture and fueling our passion for client centricity and success.
In this role, you will partner across the Work Place Solutions Group organization, leading a cross functional team to drive our customer centric agenda. Our agenda is focused on solidifying a culture that is absolutely fixated on customers by (1) focusing on critical customer centric behaviors, (2) identifying and deploying training, tools and resources, (3) ensuring the right talent and competencies are in place to execute on memorable experience delivery, (4) deriving actionable customer based on their feedback, (5) cultivating customer advocates and champions and (6) measuring and governing the delivery of memorable customer experiences. In addition, you will partner with key stakeholder relationships across multiple levels and throughout the Marketing & CX organization to drive customer centric design into our organizational practices, bringing meaningful customer insights and ideas to the table to drive better outcomes for our clients and for our business.
Apply now if you share our passion for customer focus and want to be at the forefront of driving transformational change.
Key responsibilities include:
• Partner with HR and other business partners to develop cultural transformation plans around customer-centric culture, training and recruitment
• Design and execute strategies to support culture change
• Support the development of CX communication plans and cadence to promote awareness, understanding and support
• Lead the CX ambassador program and CX Champions to promote and embed CX values throughout the organization
• Actively champion, promote, manage and refine our customer centric culture program across Workplace Solutions Group
Qualifications
• 5+ years of experience in developing and executing on culture-change and organizational development initiatives
• Bachelor's degree required
• Proven expertise understanding, shaping and leading cultural change and evolution
• Advanced understanding of people and behavioral change
• Versed in Change Management
• Demonstrated experience building and leading high-performing CX teams
• Ability to influence large, diverse groups through inspiration and vision
• Experience with developing, managing and developing CX training curriculum that drives business value
• Results and execution-oriented with operating model experience in complex and ambiguous environments
• Exceptional cross-functional leadership skills
• Superior verbal and written skills to communicate CX methodologies
• Experience collaborating with design talent and associated teams (technology, user experience, etc.)
• Demonstrated growth mindset: effective listening skills, respect for others’ perspectives and contributions; can offer constructive feedback and can accept and grow from feedback received
• Must be willing to travel approximately 10-15%
Preferred Skills
• Experience managing and/or collaborating in a matrixed environment
• B2B and/or strong B2B2C customer experience expertise
• Experience in financial services
• Proven strong influencing and negotiating skills