# PD Customer Excellence Manager

**Company**: Prudential
**Location**: Thành phố Hồ Chí Minh
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Thnh-ph-H-Ch-Minh/PD-Customer-Excellence-Manager_26080273-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_490b9451-cd8

## Description

We are seeking a PD Customer Excellence Manager to join our team. As a PD Customer Excellence Manager, you will be responsible for developing and maintaining the end-to-end customer journey framework, aligning customer journeys with business strategy and customer segmentation, identifying strategic opportunities to simplify customer interactions, and benchmarking customer experience against industry best practices.

**Key Responsibilities:**

- Develop and maintain the end-to-end customer journey framework

- Align customer journeys with business strategy and customer segmentation

- Identify strategic opportunities to simplify customer interactions

- Benchmark customer experience against industry best practices

- Design future-state customer journeys across acquisition, onboarding, servicing, claims, and retention

- Eliminate customer pain points and unnecessary operational complexity

- Promote omnichannel consistency

- Ensure journey design supports operational scalability

- Manage the portfolio of customer initiatives

- Prioritize initiatives based on customer value and business impact

- Monitor implementation progress and benefit realization

- Recommend portfolio reprioritization where necessary

- Analyze customer feedback, complaints, and NPS insights

- Identify root causes affecting customer satisfaction

- Develop improvement recommendations

- Track post-implementation improvements

- Establish journey governance standards

- Define journey KPIs and service standards

- Facilitate cross-functional journey review sessions

- Ensure governance consistency across initiatives

- Partner with Distribution, Operations, Technology, and Product, CX, CLTV teams

- Align customer journey initiatives across business functions

- Facilitate issue resolution impacting customer experience

- Promote customer-centric decision making

- Develop customer journey dashboards

- Monitor customer experience KPIs

- Analyze trends and recommend improvements

- Report performance to management

- Support transformation initiatives from a customer journey perspective

- Ensure new solutions improve customer experience

- Assess customer impact of strategic projects

- Promote continuous improvement methodology

- Benchmark customer journey innovations

- Identify opportunities for digital enablement

- Drive simplification initiatives

- Build customer journey capability across the organization

- Share best practices and lessons learned

- Coach business stakeholders on customer-centric design

## Skills

### Required
- customer journey management
- customer experience
- business strategy
- process improvement
- data analysis
- project management
- stakeholder management
- communication

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Source: [Apply at prudential.wd3.myworkdayjobs.com](https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Thnh-ph-H-Ch-Minh/PD-Customer-Excellence-Manager_26080273-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)