Customer Portfolio Growth Strategist

We are seeking a Customer Portfolio Growth Strategist to join our Group Customer team. You will be responsible for shaping and driving customer portfolio growth strategies across Prudential's markets.

Job Responsibilities:

• Champion customer portfolio growth strategies with a focus on cross-sell, upsell, retention, and relationship deepening.
• Develop practical customer growth and insight-led frameworks, spearhead use cases that connect customer, product, and behavioural insights to relevant engagement actions and portfolio growth opportunities.
• Partner with Local Business Units and relevant stakeholders across Product, Distribution, Data, and Technology, Operations teams to translate growth opportunities into executable engagement across digital and advisor journeys.
• Drive the design, launch, and institutionalize continuous improvement of personalised customer engagement use cases and enable more coordinated activation at the most suitable channel(s).
• Lead selected cross-market workstreams and strategic initiatives from ideation through pilot and scale-up, ensuring clear deliverables, stakeholder alignment, execution discipline, and timely escalation of risks.
• Build capability across Local Business Units through practical guidance, workshops, and coaching on customer portfolio management, customer intelligence, lifecycle engagement, and commercialisation.
• Monitor repurchase and portfolio growth performance across Local Business Units; identify root causes, recommend course corrections, and facilitate the sharing and scaling of effective practices.
• Prepare high-quality management updates, performance narratives, recommendations, and decision materials for senior stakeholders and governance forums.

Job Requirements:

• University graduate in Business Administration, Marketing, Economics, or a related discipline.
• At least 10 years of relevant experience in customer strategy, customer portfolio growth, lifecycle management, CRM, segment marketing, growth marketing, or commercial analytics, ideally within insurance, banking, or another financial services environment.
• Strong understanding of customer lifecycle management, segmentation, journey design, campaign management, next-best-action approaches, and test-and-learn methodologies.
• Strong business acumen, customer-centric mindset, and sense of ownership, with the ability to move effectively from strategy and design to implementation and performance management.
• Strong analytical and problem-solving skills, with the ability to interpret portfolio and campaign performance, identify root causes, and convert findings into clear business actions.
• Practical knowledge of CRM, customer engagement, and analytics platforms. Experience on Salesforce or MarTech platforms, customer data platforms, digital analytics, or business intelligence tools would be an advantage.
• Strong project and stakeholder management skills, with the ability to lead cross-functional and cross-market workstreams without relying on direct authority.
• Excellent communication and influencing skills, including the ability to simplify complex topics and present clear recommendations to senior stakeholders.
• Comfortable working in an evolving environment, balancing strategic thinking, analytical depth, and hands-on delivery.