ResponsibilitiesAt 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 RoleReporting 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 agendaOperations Transformation with the goal of achieving operational efficiencies, cost control and better customer experienceChampioning and advocating ideal user experienceKey Responsibilities:Support CX Head in continuous review of all support functionsChampion for ideal user experience and advocate importance to stakeholders and teamLead and facilitate discussions on design options to the teamUse data or/and insights to drive design philosophyLead and conduct user research to design ideal user experienceConduct interviews to identify customer pain pointsGather user requirements, mapping of user journeys, presenting concepts to stakeholders for alignmentPresent and lead discussions on process improvements to stakeholders to attain approvalUsing data and insight from reports to perform continuous improvementDesigning 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 decumulationWork 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 objectivesLead reviews, identification of opportunities and execution of improvement actions to drive overall operational efficiencies for the organizationKey KPIs centered on cost reduction, volume reduction, work simplification/elimination, SLA reduction and error reductionAny other tasks/responsibilities which may arise from time to time.QualificationsAt least a Bachelor's Degree in any relevant disciplineQualifications such as Six Sigma, Lean, Design thinking, Agile, PMP would be an added advantageDemonstrable track record of identification and creation of efficiencies leading to cost savingsExperience and knowledge in CX managementExposure to design thinking/Agile/Rapid Experimentation/innovation/experimentation would be an added advantageExperience in data and statistical analysis, process mapping and design thinking and business case construction and prioritizationStrong customer empathyStrong collaboration and convincing skills required for change managementAdditional InformationInvestment Code of EthicsFor 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 EmployerAll 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