Product Owner, Enterprise Customer Experience North Carolina

Company: Equitable
Location: Charlotte
Posted on: January 16, 2022

Job Description:

Thank you for your interest in a position with us. At Equitable, we're individuals from different cultures and backgrounds with a variety of skills and interests. Our differences make us stronger as a team. That's the power of our Equitable community! We embrace the diversity of our teams by continuously investing in them while working to be a force for good in the local community. Apply and start your journey today! About Equitable Our mission is to help our clients secure their financial well-being so they can pursue long and fulfilling lives. As an employer, Equitable is committed to creating an environment where our people feel comfortable bringing their true selves to work every day. We provide our employees with opportunities to move within our organization so they can grow their career and skills without ever having to leave Equitable. Our aim is to become America's first fully Agile financial services company. By adopting new ways of working, we are creating an environment where cross-functional, multidisciplinary teams work independently under a clear set of strategic guidelines, promoting a culture where team members are actively engaged and learning every day. About Marketing As a newly independent company, the Marketing Center of Excellence plays a vital role in advancing Equitable's business, brand, and mission: to help our clients secure their financial well-being so they can pursue long and fulfilling lives. We start with always seeking to better understand, advocate for, and deliver on the needs of our clients and distribution partners. Our goal is to forge lifelong relationships with clients and advisors, retail and third-party, delivering holistic solutions that instill financial confidence and help to achieve life goals. By harnessing the art and science of marketing, we drive superior outcomes for both Equitable's lines of business and the clients we serve. More than 12,000 Equitable professionals have earned the trust of more than five million clients. Individuals, families, teachers, small enterprises and institutions turn to us for help with advice, protection, retirement, investment management and research. As we rapidly expand our data and technology capabilities, and build our digital marketing ecosystem, we are seeking ambitious, innovative talent to join our team. We are looking for both seasoned professionals looking to build top-performing teams and industry-leading approaches, as well as adaptable and inquisitive professionals earlier in their career, looking to develop a variety of skills and talents alongside supportive colleagues and mentors. Role Description The product owner for Enterprise Customer Experience (CX) is key to Marketing's mission to advocate for our clients' needs. Through creation and ownership of an evolving change agenda, the Customer Experience squad will develop compelling solutions to complex CX challenges, contributing to both superior business outcomes as well as cost management. As a new squad, the CX lead will also be responsible for building an ambitious team of marketers, digital experts, operations specialists, and designers with diverse skills and talents, from both inside and outside the industry. Key areas of strategic focus for year 1 may include; --- Develop a unifying CX strategy for the enterprise, inclusive of framework for prioritization, staffing, and potential success metrics, --- Establish CX governance/collaboration systems to identify, size, and prioritize cross-enterprise pain points and opportunities; eliminating points of friction to enhance experience, facilitate sales and retention, and reduce servicing costs. --- Build quarterly/annual roadmaps for CX transformation. --- Deploy CX squad on to-be-determined experience solutions, inclusive of marketing, communications, digital design, and advisor or call center engagement. --- Other efforts to be evaluated by the squad lead; this role and team is designed to be flexible and responsive to new ideas and opportunities. This position reports to Equitable's head of Customer Experience and Marketing Strategy and collaborates closely with the head of Digital Platforms and leaders in Service Operations, our field advisory force, and others; building a broad coalition of collaborators and stakeholders is essential. The Product Owner will be a critical part of New Ways Of Working (NWOW) at Equitable, working closely with the Tribe Lead and Digital Edge Squad using an Agile methodology / NWOW principles. He or she will co-create the Squad vision and goals with his or her Squad, and will proactively guide the Squad towards these goals under a test-and-learn culture that entails MVP delivery, innovation, frequent engagement with customers and stakeholders, and continuous iteration. Agile experience is not required; both training and on-going coaching will be provided to all associates. What we're looking for Responsibilities --- Collaborate with Marketing COE members to help achieve mission OKRs --- Brings together diverse skill sets-customer insights & behaviors, digital strategy, design, customer service, and measurement-to develop innovative solutions to complex customer experience challenges. --- Lead strategic roadmap for identifying and prioritizing enterprise CX needs. --- Collaborate with relevant leaders and subject matter experts to define problems, identify stakeholders, and source needed data and information. --- Structure strategic engagements to propose and/or deliver on actionable recommendations and implementation plans. --- Advance our overall capabilities for strategic development, innovation, and storytelling. --- Lead documentation and presentation on initiatives to senior business leaders. --- Co-creation of Squad vision and goals with the Squad, defining the Squad Mission and Objectives & Key Results (OKRs) Key skills and Qualifications --- Accomplished marketing and/or digital generalist with intermediate-to-expert understanding of a broad set of disciplines, including customer service. --- Experience with gathering, analyzing, and synthesizing both quantitative and qualitative data, and connecting data to strategic solutions. --- Adept at developing comprehensive strategic solutions-inclusive of strategic and competitive context, establishing an end-to-end vision, and identifying potential risks. --- A proven portfolio of customer experiences he/she has managed, designed, or delivered. --- Strong communication and storytelling skills; experience working with and communicating to senior stakeholders. --- Exceptional negotiation and conflict resolution abilities. --- A proven ability to work cross-functionally and effectively within large, complex, evolving organizations Mindset and behaviors --- An entrepreneurial spirit - an out of the box thinker who can design and drive strategy, and figure out how to successfully achieve goals with finite resources --- Passion to challenge the status quo and find new solutions - loves and embraces change --- Belief in a non-hierarchical culture of collaboration, transparency, safety, and trust --- Readiness to empower others to fail, learn, and grow In addition to competitive compensation and an outstanding benefits package including 401 (k) and medical programs, we offer the opportunity for continued professional development in a congenial corporate environment. Equitable is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws.Key skills and Qualifications --- Accomplished marketing and/or digital generalist with intermediate-to-expert understanding of a broad set of disciplines, including customer service. --- Experience with gathering, analyzing, and synthesizing both quantitative and qualitative data, and connecting data to strategic solutions. --- Adept at developing comprehensive strategic solutions-inclusive of strategic and competitive context, establishing an end-to-end vision, and identifying potential risks. --- A proven portfolio of customer experiences he/she has managed, designed, or delivered. --- Strong communication and storytelling skills; experience working with and communicating to senior stakeholders. --- Exceptional negotiation and conflict resolution abilities. --- A proven ability to work cross-functionally and effectively within large, complex, evolving organizations Mindset and behaviors --- An entrepreneurial spirit - an out of the box thinker who can design and drive strategy, and figure out how to successfully achieve goals with finite resources --- Passion to challenge the status quo and find new solutions - loves and embraces change --- Belief in a non-hierarchical culture of collaboration, transparency, safety, and trust --- Readiness to empower others to fail, learn, and grow In addition to competitive compensation and an outstanding benefits package including 401 (k) and medical programs, we offer the opportunity for continued professional development in a congenial corporate environment. Equitable is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws. About Equitable We have been providing stability and reliability to our clients since 1859 to help them live their lives with confidence, to give them peace of mind, and enable them to realize their dreams for their loved ones and their legacy. As an employer, Equitable is committed to creating an environment where everyone feels completely comfortable bringing their true selves to work every day. Equitable has been recognized and certified as a great place to work by the Great Place to Work Institute. We provide our employees opportunities to move within our organization so they can grow their career and skills without ever having to leave Equitable. Almost 40% of our open jobs are filled with current employees. In addition to competitive compensation and an outstanding benefits package including 401(k) and medical programs, we offer the opportunity for continued professional development in a congenial corporate environment. Equitable is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws. NOTE: Equitable participates in the E-Verify program. If reasonable accommodation is needed to participate in the job application or interview process or to perform the essential job functions of this position, please contact Human Resources at (212) 314-6368 or email us at TalentAcquisition@equitable.com.

Keywords: Equitable, Charlotte , Product Owner, Enterprise Customer Experience North Carolina, Other , Charlotte, North Carolina