4 hours

Director, Retirement Customer Relationship Management (CRM)

Roseland, NJ
  • Job Code
Position Title: Director, Retirement Customer Relationship Management (CRM)
Job Code: 490478
Job Location: New Jersey-Roseland

Workplace Solutions Groups Customer Experience (WSG CX) team is seeking a Business Owner to drive efforts to gather Retirement digital contact information (DCI) and enable deeper ongoing participant engagement throughout our customer lifecycle.


Under the strategic leadership of Head of WSG Customer Relationship Management, you will contribute to critical strategic objectives to enhance CX during service interactions and enable improved ongoing participant engagement.




The Director of Retirement Customer Relationship Management will own and drive efforts within Retirement to gather sponsor and participant profile data, especially including digital contact information, and to enable Retirement, Workplace Solutions Group (WSG), and the Customer Office to appropriately leverage this information to deliver strategic value to our customers and our business.


As a part of a dedicated, cross-functional Agile team supporting this effort, you will serve as Product Owner, responsible for the following:


§  Engage business leaders and SMEs across Retirement

§  Interface with Product, Project Management, and IT partners from Customer Office

§  Act as business liaison with the CRM Agile teams developers and auxiliary IT resources

§  Keep internal Retirement and plan sponsors/customers apprised of progress and gather feedback

§  Define and iteratively refine user stories

§  Help prioritize backlog/features for release

§  Partner closely with the CRM Agile team’s Scrum Master/ Project Manager

§  Adjust release features and priority as needed after each sprint or iteration

§  Accept user stories and validate work meets definition of done

§  Assist with deployments and production support issues



This position will require the ability to travel up to 20% of time between, Woodbridge, Newark, Dresher, and Roseland locations.




§  Excellent organizational, analytical and influencing skills with proven ability to take initiative and build strong, productive relationships

§  BA/BS in computer science or equivalent practical experience

§  5 years experience working across multiple Retirement administrative systems

§  3 years designing Retirement business process and/or CX journeys

§  3 years facilitating and documenting Agile user stories/ gathering business requirements

§  Attention to detail and excellent listening/speaking skills

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, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

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.
Job Function: Project/Program Management
Schedule: Full-time


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Director, Retirement Customer Relationship Management (CRM)

Roseland, NJ

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Roseland, NJ

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