Director, Customer Experience & Journey Design

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.

Group Customer Experience and Journey Design team 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.

The Customer Experience Director is a key member of the team, responsible for cocreating strategy and driving the execution of customer experience initiatives across key markets. This high-impact role requires a dynamic, data-driven leader with a proven track record of improving customer satisfaction and loyalty through driving change at the group and market level.

The role will focus on lead the organization in driving customer excellence ambition, working across various functions such as operations, technology, risk, etc and across markets. The role requires strong persuasive and influence skills to gain buy-in from executive/senior regional stakeholders and drive adoption of CX initiatives in local markets.

Job Responsibilities

CX Foundations: Build/strengthen CX foundation enabling data based decision making and continuous improvement

• Establish and maintain best practices, standards, and guidelines for customer experience design, ensuring consistency and quality across all touchpoints.
• Champion a data-driven approach to influence business decisions by correlating customer, agent and staff experience data to other internal data to create actionable insights.
• In collaboration with key stakeholders, develop targeted action plans to address pain points to drive continuous improvement culture across customer experience touchpoints

​CX Culture: Embed customer centricity mindset and skillsets across the organization

• Foster a culture of customer-centricity and flexibility, empowering teams to rapidly respond to evolving customer needs
• Act as a change advocate and execute on the Customer strategy to strengthen customer centricity and advocacy across the organisation.
• Identify, create, rollout training to expand skillsets/mindset

Journey Redesign: Cocreating the future with journey redesign

• Exhibit a big-picture, strategic mindset while also being able to link
• Work in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
• Collaborate with cross-functional and market teams to deliver customer-centric products and services that meet user needs and business objectives.
• Measure and track delivery ROI on identified transformation opportunities for customer experience

Job Requirements

• 15+ years of customer experience or operations management experience, with a track record of measurable CX improvements.
• Expertise in implementing and optimizing a Net Promoter System, from survey design to data analysis and action planning
• Strong analytical mind and ability to uncover, visualize, and share customer insights to drive improvements to customer experience. Analytics skills and data visualisation tools e.g. Microsoft Power BI, Tableau preferred.
• Excellent communication and interpersonal skills, with the ability to influence and motivate cross-functional teams
• Ability to manage, steer and influence key stakeholders across the organisation across different seniority and cultures
• Strong problem-solving abilities and a talent for breaking down complex challenges into actions. Strategic thinker with, planning, and project management skills
• Adaptable and comfortable with change, able to lead regional markets through CX transformation
• Mature, highly motivated, self-starter and results orientated with drive to meet deadline / targets.
• Insurance or banking industry experience is a must
• Experience and familiarity working in agile ways of working a plus
• Excellent English language skills (verbal / written); fluency in one other languages such as Bahasa, Mandarin, Thai, Vietnamese a plus.

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.