Principal hires new head of customer experience
Principal Financial Group announced that Jennifer Oyler has joined its global marketing team as head of customer experience to grow and refine its experience strategy and initiatives across the company’s audiences and platforms.
Oyler will lead a team committed to defining and improving upon the Principal customer, employee, and user experiences across multiple touchpoints and channels. Her team will continue to have a strong focus on capturing feedback on those experiences, analyzing them, and turning those insights into an improved brand experience.
“Jenn brings demonstrated expertise and leadership to Principal which will help transform the way we interact with our customers externally and employees internally,” said Beth Wood, chief marketing officer for Principal. “Her demonstrated ability to bridge research and analytics with systems and processes will be instrumental to our vision of creating superior connectivity and relationships with the users of our products and services.”
Oyler comes to Principal with more than 20 years of experience. She most recently worked at Decooda as chief experience executive and strategist, leading data scientists, developers, linguists, and customer experience consultants to help create artificial intelligence, machine learning, and natural language understanding products to define a real-time, voice of the customer. Prior to working at Decooda, Oyler held customer experience roles with FLEETCOR Technologies and State Farm.
Oyler earned a doctorate in organizational behavior and statistics from Virginia Tech and a master’s in marketing from the University of Arkansas.