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.
Support Customer Experience team in driving Customer Experience (CX) transformation, the role will be pivotal in building Prudential HK's CX capabilities, and will drive CX initiatives, optimize processes, and elevate customer satisfaction to uplift NPS
Job Responsibilities CX Strategy and Transformation: - Collaborate with senior leadership to define ambitious CX goals
- Develop and execute transformation programs that enhance customer journeys
- Identify critical touchpoints and pain points, and prioritise opportunities for differentiation
Programme Leadership: - Champion CX initiatives with precision and agile ways of working
- Define clear project scopes, objectives, framework, and success metrics
- Drive scrum projects, monitor progress, host daily standup, sprint review, and ensure timely delivery
Change Management and Excellence: - Facilitate organizational change by engaging stakeholders and promoting adoption
- Establish best practices, guide teams through transitions, support inter-team dependencies
- Measure the impact of changes and iterate as needed, maintain and refine campaign backlog
Data Analytics Optimisation: - Analyze customer data, feedback, and behavioral patterns
- Translate insights into actionable recommendations
- Use data analytics to formulate CX strategies and action plans
Governance and Compliance: - Ensure adherence to internal policies and processes related to compliance and procurement
- Produce presentation decks for management updates and approvals
Job Requirements - Degree in Business and/or Marketing, CX/UX & Design
- Minimum of 6 years of relevant experience in customer service/experience of financial or insurance industry
- Deep knowledge and experience in design thinking with solid knowhow/hand-on experience of UX processes, and proven customer-centered design methodologies
- Proven capability in Marketing, Customer Insights, Customer Engagement with experience
- Strong strategic thinking and executive capabilities
- Strong stakeholder management capabilities
- Good knowledge in Customer Experience Management technology
- Creative and customer-focused
- Pro-active and problem-solving attitude
- Good leadership skills
- Solid and sound experience in project management
- Excellent interpersonal, communication & presentation skills
- Excellent command of spoken & written English and Chinese
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.