Associate Director, Customer Experience & Operational Transformation

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:

A. Strategy

• 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

B. Customer Experience

• Designing and managing a holistic CX management framework which takes into account the end-to-end customer lifcycle 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

C. Operational Efficiency

• 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.