SVP, Head of Customer Experience Platforms & Delivery

Who we are

Corebridge Financial helps people make some of the most meaningful decisions they’re ever going to make. We help them plan and take action to protect the future they envision, and respond to some of life’s most difficult moments through the solutions and services we provide. We do this through our broad portfolio of life insurance, retirement and institutional products, offered through an extensive, multichannel distribution network. We provide solutions for a brighter future through our client centered service, breadth of product expertise, deep distribution relationships, and outstanding team of hardworking and passionate employees.

About the role

The SVP, Head of Customer Experience (CX) Platforms & Delivery will lead the development and execution of digital strategies to enhance the customer experience journey for self-service and assisted channels. The role focuses heavily on delivering a unified CX in a platform-centric way, collaborating with internal and external partners to deliver best-in-class, intuitive experiences that support our customers across different products and services. In addition, this role will execute Contact Center strategies including a unified agent desktop experience, and technologies to streamline the assisted customer experience, driving up customer Net Promoter Score (NPS).

We want to hear from you today if you can:

• Develop and execute comprehensive CX strategies aligned with our customer’s business objectives and expectations.
• Design, plan, and lead the implementation of CX solutions across web, mobile and contact centers.
• Define key metrics to measure customer satisfaction, loyalty, and advocacy.
• Continuously monitor industry trends and best practices to enhance the customer experience.
• Gather and analyze customer metrics through various channels, including surveys and analytics tools.
• Work closely with cross-functional teams to prioritize and address customer needs.
• Identify customer pain points and areas for improvement through observability and metrics
• Streamline processes and procedures to improve efficiency and effectiveness in delivering exceptional customer experiences.
• Collaborate with internal stakeholders to ensure seamless integration of CX initiatives across all touchpoints.
• Build, lead, and mentor a team of CX professionals to ensure alignment with company goals and objectives.
• Establish KPIs and performance metrics to measure the effectiveness of CX initiatives.
• Regularly report on progress to senior management and stakeholders, highlighting successes, challenges, and opportunities for improvement.
• Lead large technical teams of employees and delivery partners.
• Lead the definition of new capabilities, guiding the technical architecture and needs to deliver functions spanning people, process and technology.
• Partner with vendors who provide key capabilities and ensure there are adequate roadmaps to the future and coverage for the current state.
• Establish and execute talent management strategy inclusive of hiring new talent and associated hiring practices, as well as upskilling existing talent to achieve the overall digital technical vision.
• Drive continuous process improvement for all practices within Digital Technology, ensuring high employee satisfaction and optimal and efficient use of leadership and engineering capacity. Keeping up to date with industry trends, bringing innovative ideas and best practices to drive improvement.
• Lead and mentor a team, fostering a culture of collaboration, innovation, and excellence.

Please note: The job can only be performed in the State locations listed: Houston, TX, Remote-TX, Durham-NC, and Remote-NC.

What we are looking for

• 8+ years of experience in CX management and Digital transformation.
• Experience implementing cloud applications for large-scale enterprise transformation projects.
• 7+ years of Engineering experience, with multiple years of leadership experience building high-performing, best in class web and mobile architectures and engineering teams in a high-growth software product environment.
• In-depth web and mobile engineering experience and experience in the migration of legacy applications to next generation platforms.
• Significant experience building high volume web and mobile applications leveraging cloud native architectures, cross-platform technologies, and modern architectural patterns (modularized microfrontends), ideally in a “you build it, you run it” model.
• Deep technical knowledge of web technologies, frameworks, pipelines, and tooling.
• Proven track record of hiring, managing, mentoring, and retaining top-performing engineering professionals, and inspiring and leading engineering teams.
• Deep understanding