Product Visionary

Prudential Financial is seeking a highly skilled and experienced Director, Product Owner to lead the development and execution of our Next Generation Contact Center product strategy. As a key member of our product team, you will be responsible for defining the product vision, roadmap, and strategy, collaborating with cross-functional teams to identify business value and define solutions that deliver on the product strategy.

• Develop and drive the product vision and strategy, providing constant feedback to the team and helping to set and drive toward the vision.
• Define the strategy and roadmap for a product or suite of related products, collaborating with business functions, service teams, UX, and technology teams to identify business value and define solutions that deliver on the product strategy.
• Lead discussions and decisions around options, such as buy vs build vs partner, and build product teams to support execution.
• Sole responsibility for the product backlog.
• Solve complex problems that have a moderate impact on the product journey.
• Provide leadership through to agile teams 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.

• 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 the 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% may be required for planning sessions.

• 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 setup and integration with other platforms, such as computer telephony integration (CTI), salesforce, etc.

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.

• 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, including a 401(k) plan with company match (up to 4%) and a 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.