Sarah Finch

About Sarah Finch

I am a dynamic and insightful professional with a unique blend of talents. My interpersonal skills enable me to understand and draw out the best in others, making me adept at building and leading productive teams. I am driven to take swift action and learn from the results, which keeps me energized and focused on achieving our goals.My communication skills allow me to captivate and inspire others through vivid storytelling and clear explanations. I manage complex situations with flexibility, aligning resources for maximum productivity. I thrive under pressure and enjoy problem-solving, finding creative solutions to challenging issues.My respectful and collaborative approach fosters smooth and productive relationships with stakeholders. With exceptional verbal and written communication skills, I ensure that all stakeholders are well-informed and aligned with our strategic objectives.

Experience

1. Director of Journey Management in Customer Experience

   Prudential Financial

   Apr 2021 — Present

   As a Director of Journey Management, I transform senior management’s vision into a customer-focused strategy. Leading a team of two, I oversee comprehensive Human Centered Experience Design efforts for Group Insurance Business, ensuring robust solutions and seamless engagement. Our approach is rooted in applied behavioral science and the human decision framework, which helps us deeply understand and enhance customer experiences.I work closely with business leaders to align customer experiences with innovative, research-driven solutions. This involves conducting thorough discovery research and data analysis, leading focus groups and solutioning workshops, and creating journey maps and solution recommendations to optimize customer journeys and address misalignments. Additionally, I support service design initiatives, such as behavioral archetype creation and streamlining processes to improve overall customer experience strategies.

Education

• Central Washington University

  Bachelors of Science in Sociology, Sociology, Social Services

  2004 — 2007

Skills

• Microsoft Word
• Accident Insurance
• Critical Illness
• Microsoft Office
• Long-Term Care
• Leadership
• Benefits Administration
• Salesforce.com
• Customer Relations
• Insurance
• Group Insurance
• Disability Insurance
• Microsoft Excel
• Sales Support
• Social Media
• Employee Benefits
• Benefits
• Marketing Communications
• Dental
• Health Insurance
• Maintaining Strong Client Relationships
• Term Life Insurance
• Customer Service
• Renewal Retention
• Vision Benefits
• Social Services
• Account Management
• Long Term Care
• Life Insurance