Senior Manager

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The role is part of the Group Customer Experience & Journey Design team, who shapes Prudential’s CX strategy, and drives concrete actions across all markets with the aim to elevate the organisation to enable customer success and leapfrog services and proposition experience for all customers.

This role will support the development and implementation of Group Customer frameworks, roll out programmes across markets to elevate customer experience (CX) design practices, and drive improvement of customer advocacy metrics.

Job Responsibilities

• Lead the design and execution of customer experience strategies that enhance brand advocacy, retention, and satisfaction.

• Collaborate with cross-functional teams to capture current customer journey maps and co-create future journeys/service blueprints to design distinctive and exceptional future customer experiences.

• Utilize customer feedback, market research, and data analytics to inform design decisions and measure impact.

• Develop and maintain a deep understanding of customer needs, behaviors, and trends to drive continuous innovation.

• Act as a change advocate and execute on the Group Customer initiatives to strengthen customer centricity and advocacy across the organisation.

• Champion a customer-centric culture within the organization, providing expertise and guidance on best practices in CX design.

• Create/conduct training programs to uplift and upskill the organization CX mindsets and skillsets

Job Requirements

• 8+ years of work experience with solid portfolio of work in disciplines such as human centered design, customer experience, design strategy and/or service design

• Strong operations experience to allow for more efficient collaboration with key partners a must

• Strong project management and process optimization skillsets a plus

• Experience in the Insurance industry and Asian markets preferred

• Proven track record of leading successful customer experience transformation projects

• Demonstrated stakeholder management and influencing ability

• Strong programme management and organisational skills

• Resourceful and adaptable when faced with ambiguity

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.