CX Summit
North America

CX, B2C Marketing, & Digital Business Leaders

June 17 – 20, 2024  |  Nashville & Digital

Carolynn Smith

Vice President, Head of USB Service, Prudential

Carolynn serves as the Head of USB Service for Prudential Financial where she is responsible for overseeing and transforming the service experiences across Prudential’s US Businesses. In this role, Carolynn will partner with the U.S. Businesses and technology organization to identify universal capabilities essential to advancing the Businesses and executing them through a nuanced understanding of the businesses’ strategies, customer personas and desired outcomes.

Prior to joining USB Service, Carolynn was the Head of Group Insurance Operations for Prudential Financial where she was responsible for transforming the customer experience while driving profitable growth for the Group Insurance business. In the role, Carolynn was instrumental in reshaping the operating model and transformation portfolio that evolved the service and claims capability suite to meet the growing demands of our customers.

Carolynn’s career with Prudential dates back to 2005 when she joined the Annuities business where she held several leadership positions before transitioning in 2014 to lead key capabilities for the enterprise as a result of the Leveraging Opportunities program. Carolynn expanded her responsibilities in 2016 to drive consistent and best practice approaches across Quality, Continuous Improvement, Learning and Development and Business Analytics for the U.S. Businesses, before launching the first ever Unified Contact Center initiative for Prudential which build the foundation for Enabling Solutions.

She is a mother of two children, MaKenzie and Nathan and married 18 years and counting. She joined Prudential in 2005 and prior to her career here, she worked for Morgan Stanley as a Financial Advisor. She received a BA in Marketing from Temple University and earned her MBA from St. Joseph’s University. She enjoys spending time with her family and exercising.