At a glanceSummarised by Seekless from the posting.
Must have8
Own the digital customer experience roadmap across key customer touchpoints, using customer feedback, customer relationship management data and behavioral insights
Prioritize initiatives based on customer impact, business value, feasibility and contribution to the ambition of delivering a leading insurer app experience
Lead the modernization of myPrudential across priority customer journeys, simplifying app flows and improving ease of use
Manage the product roadmap, backlog, release priorities, user acceptance testing, release readiness and post-launch optimization
Identify, prioritize and deliver practical AI and personalization use cases
Define customer relationship management and engagement-platform requirements
Design inclusive and accessible journeys for customers with different needs and levels of digital confidence
Lead cross-functional delivery with Customer Experience, Digital, Technology, Data, Marketing, Operations, Distribution and external partners
About the company
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.
About the role
The role will support CX Lead to instituionalise Customer Experience, drive Customer Journey improvement projects through cross-functional collaboration and channel engagement aiming to uplift NPS. The role will also plan and deliver CX programs by leveraging insights in line with Group Office’s strategic direction.
It will also lead the digital customer experience and AI agenda, setting the strategy, roadmap and delivery priorities for myPrudential and other key digital touchpoints. Use customer feedback, behavioural data, responsible AI and personalisation to simplify journeys and improve digital adoption, self-service, customer advocacy and business value.
Job Responsibilities
1. Digital Customer Experience Strategy
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Own the digital customer experience roadmap across key customer touchpoints, using customer feedback, customer relationship management data and behavioural insights.
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Prioritise initiatives based on customer impact, business value, feasibility and contribution to the ambition of delivering a leading insurer app experience.
2. myPrudential Mobile App Modernisation & Experience-led Product Delivery
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Lead the modernisation of myPrudential across priority customer journeys, simplifying app flows and improving ease of use.
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Manage the product roadmap, backlog, release priorities, user acceptance testing, release readiness and post-launch optimisation to ensure delivery quality and measurable outcomes.
3. AI, Personalisation & Data-Driven Engagement
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Identify, prioritise and deliver practical AI and personalisation use cases, including conversational service, next-best-action, sentiment analysis and predictive engagement.
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Define customer relationship management and engagement-platform requirements, journey logic, segmentation and event-triggered communications with appropriate governance, privacy and customer safeguards.
4. Inclusive Journey Design & Customer Engagement
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Design inclusive and accessible journeys for customers with different needs and levels of digital confidence, reducing effort and improving adoption.
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Connect digital touchpoints, servicing journeys and engagement campaigns to strengthen loyalty, retention and customer lifetime value.
Lead cross-functional delivery with Customer Experience, Digital, Technology, Data, Marketing, Operations, Distribution and external partners, managing scope, dependencies, risks and stakeholder alignment.
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Monitor app performance, digital adoption, self-service, customer satisfaction and value delivered from AI and personalisation, using results to refine the roadmap.