Responsibilities
At Principal, we invest in what matters. And building talented teams is where it all begins. We're drawn to people who bring unique perspectives, passion, and expertise to help us advance the financial security and well-being of our customers, transform our growing business, and drive positive change in the communities where we live and work.
When we invest in you, and you invest in us, great things happen.
About The Role
Reporting to the Head of Customer Experience (CX) and Operational Transformation, the successful candidate will be assisting with developing the long-term strategy and execution with focus on driving:
A strong and prominent Customer Experience agenda
Operations Transformation with the goal of achieving operational efficiencies, cost control and better customer experience
Championing and advocating ideal user experience
Key Responsibilities:
Support CX Head in continuous review of all support functions
Champion for ideal user experience and advocate importance to stakeholders and team
Lead and facilitate discussions on design options to the team
Use data or/and insights to drive design philosophy
Lead and conduct user research to design ideal user experience
Conduct interviews to identify customer pain points
Gather user requirements, mapping of user journeys, presenting concepts to stakeholders for alignment
Present and lead discussions on process improvements to stakeholders to attain approval
Using data and insight from reports to perform continuous improvement
Designing and managing a holistic CX management framework which takes into account the end-to-end customer lifecycle from onboarding to exit, from wealth accumulation to decumulation
Work closely with the Head of Department to drive the Customer Experience agenda through development and implementation of customer-centric strategies that align with the organization's overall business objectives
Lead reviews, identification of opportunities and execution of improvement actions to drive overall operational efficiencies for the organization
Key KPIs centered on cost reduction, volume reduction, work simplification / elimination, SLA reduction and error reduction
Any other tasks / responsibilities which may arise from time to time.
Qualifications
At least a Bachelor's Degree in any relevant discipline
Qualifications such as Six Sigma, Lean, Design thinking, Agile, PMP would be an added advantage
Demonstrable track record of identification and creation of efficiencies leading to cost savings
Experience and knowledge in CX management
Exposure to design thinking / Agile / Rapid Experimentation / innovation / experimentation would be an added advantage
Experience in data and statistical analysis, process mapping and design thinking and business case construction and prioritization
Strong customer empathy
Strong collaboration and convincing skills required for change management
Additional Information
Investment Code of Ethics
For Principal Asset Management positions, you'll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.
Principal 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 or disability.#J-18808-Ljbffr