Vice President Customer Engagement

Prudentials purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured for our people customers and partners. We provide a platform for our people to do their best work and make an impact to the business and we support our peoples career ambitions. We pledge to make Prudential a place where you can Connect Grow and Succeed.

The Head of Customer Engagement leads the delivery of exceptional customer service by ensuring timely accurate and professional resolution of customer inquiries. This role drives operational excellence through continuous process improvement effective Contact Center management data-driven decision-making and the optimization of customer service technologies. The position is also responsible for maintaining service quality standards enhancing the customer experience managing operational costs and identifying opportunities that support business growth and revenue generation.

Key Responsibilities

• Lead and manage Contact Center operations to deliver exceptional customer service achieve service-level targets and operate within budget

• Develop and execute the Contact Center strategy leveraging industry best practices and emerging technologies to enhance customer experience and operational efficiency

• Inspire coach and develop leaders and teams to foster a high-performance customer-centric culture

• Own and continuously improve end-to-end customer service processes driving efficiency service excellence and complaint reduction

• Oversee workforce planning recruitment onboarding training and capability development to ensure optimal resourcing and performance

• Act as the Voice of the Customer by identifying customer insights and championing initiatives that improve customer satisfaction and loyalty

• Drive improvements in Customer Satisfaction (CSAT) service quality productivity and cost efficiency

• Ensure compliance with quality assurance standards regulatory requirements and company policies across all customer interactions

• Utilize data and analytics to identify trends measure performance optimize customer journeys and support strategic decision-making

• Evaluate digital channels customer engagement initiatives and marketing effectiveness providing recommendations to improve conversion acquisition and overall business results

• Monitor market and competitor trends to identify opportunities for innovation and continuous improvement

• Promote a culture of accountability transparency and compliance

Experience & Qualifications

• Bachelors degree in Business Management Marketing Communications or a related field

• Minimum of 5 years of leadership experience managing Contact Center operations within a large organization preferably in the financial services or insurance industry

• Proven track record of leading high-performing customer-centric service operations through periods of growth transformation and change

• Experience in people management workforce planning performance management and team development

• Background in quality assurance business analysis data analytics customer insights or operational reporting is highly desirable

• Insurance industry experience is an advantage

Knowledge & Skills

• Strong understanding of Contact Center operations customer experience management and service delivery best practices.

• Familiarity with CRM platforms and integrations

• Knowledge of Contact Center technologies

• Proficiency in interpreting operational and customer data to drive performance improvements and strategic decision-making

• Excellent leadership stakeholder management communication and influencing skills

• Ability to collaborate effectively with senior leaders and cross-functional teams to achieve business objectives

• Strong analytical problem-solving and continuous improvement mindset with a focus on customer experience and operational excellence

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex race age ethnic origin educational social and cultural background marital status pregnancy and maternity religion or belief disability or part-time / fixed-term work or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

Required Experience:

Exec

Employment Type : Full-Time
Experience: years
Vacancy: 1