Manager, Customer Experience & Journey Design

Benefits

Additional Information

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 will support the delivery of the company's customer experience agenda by translating customer insights into well-defined journey improvements and CX initiatives, managing day‑to‑day CX operations, customer feedback platforms, dashboards, and cross‑functional coordination. It will also work closely with cross‑functional partners to redesign journeys, launch customer campaigns, enable execution, and contribute to measurable customer and business outcomes. Job Responsibilities 1. Customer Experience Strategy Contribute to the development of customer experience strategies by applying customer insights, business context, and operational understanding Support senior CX leaders in shaping priorities and translating CX principles into actionable initiatives 2. Customer Insights, Research & Analytical Thinking Conduct CX diagnostics using customer research data (including NPS), dashboards, and journey analytics to identify pain points and improvement opportunities. Synthesize findings into clear insights and practical recommendations to inform CX decisions. Leverage analytics and AI-assisted tools to consolidate feedback and identify themes, supporting timely insight generation and decision-making 3. Experience Design, Journey Redesign & Enablement Execute journey mapping, service blueprinting, and experience redesign using human-centered design practices. Collaborate with business, operations, and digital teams to define future-state journeys and experience requirements. 4. Change Management, CX Advocacy, Campaigns & Stakeholder Engagement Work with stakeholders across functions to align on journey changes, roles, and execution dependencies. Drive planning, execution, and result tracking of CX‑related campaigns for staff, agency, and customers 5. Planning, Governance & Budget Management Prepare clear and concise materials to report status, insights, and outcomes to CX leadership Manage day‑to‑day CX operational activities , including coordination with external vendors, supporting procurement and expense‑related processes Job Requirements Bachelor's degree in Business, Marketing, Operations, IT, Social Sciences, or related disciplines Minimum 5-7 years' experience in customer experience, service design, consulting, or transformation roles in financial services / insurance Hands-on experience in journey mapping, customer research, and CX improvement initiatives Hands‑on experience with survey platforms (e.g., Qualtrics or equivalent) and dashboard tools (e.g., Power BI or equivalent) Strong communication skills in English & Chinese, with the ability to work effectively with multiple stakeholders Strong command of CX methodologies, including journey mapping and service blueprinting Strong data handling and attention to detail; comfortable with Excel, dashboards, and data validation Able to manage multiple tasks, dependencies, and timelines concurrently with strong execution focus Proficient in using AI tools (e.g., generative AI assistants) to accelerate analysis, summarize customer feedback, and draft communications-while adhering to data privacy and governance requirements Structured problem-solving and analytical thinking; able to synthesize customer data into actionable insights Effective stakeholder coordination and facilitation skills 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.