# Digital Customer Experience Lead

**Company**: Prudential
**Location**: Hong Kong
**Experience**: senior
**Job type**: full-time
**Category**: Product Management
**Industry**: Finance

**Apply**: https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Hong-Kong/Associate-Director--Customer-Experience_26090333?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_4bb444a9-ef3

## Description

We are seeking a Digital Customer Experience Lead to support the CX Lead in institutionalising Customer Experience, driving Customer Journey improvement projects, and leveraging insights to uplift NPS.

**Job Responsibilities**

### Digital Customer Experience Strategy

- Own the digital customer experience roadmap across key customer touchpoints, using customer feedback, customer relationship management data, and behavioural insights.

- Prioritise initiatives based on customer impact, business value, feasibility, and contribution to delivering a leading insurer app experience.

### myPrudential Mobile App Modernisation & Experience-led Product Delivery

- Lead the modernisation 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 optimisation.

### AI, Personalisation & Data-Driven Engagement

- Identify, prioritise, and deliver practical AI and personalisation use cases, including conversational service, next-best-action, sentiment analysis, and predictive engagement.

- Define customer relationship management and engagement-platform requirements, journey logic, segmentation, and event-triggered communications.

### Inclusive Journey Design & Customer Engagement

- Design inclusive and accessible journeys for customers with different needs and levels of digital confidence, reducing effort and improving adoption.

- Connect digital touchpoints, servicing journeys, and engagement campaigns to strengthen loyalty, retention, and customer lifetime value.

### Cross-functional Delivery, Governance & Performance Optimisation

- Lead cross-functional delivery with Customer Experience, Digital, Technology, Data, Marketing, Operations, Distribution, and external partners.

- Monitor app performance, digital adoption, self-service, customer satisfaction, and value delivered from AI and personalisation.

**Job Requirements**

### Qualifications and Experience

- Bachelor’s degree in a relevant discipline or equivalent professional experience.

- Minimum 8 years’ experience in digital product management, customer experience, or digital transformation, including leadership responsibilities.

- Proven ownership of customer-facing digital products, from strategy and roadmap through launch and optimisation.

- Experience leading cross-functional initiatives and senior stakeholder alignment.

### Skills/Knowledge

- Digital product strategy, roadmap management, backlog prioritisation, and post-launch optimisation.

- Mobile app experience, user experience principles, journey mapping, and service design.

- Customer analytics, segmentation, voice-of-customer insights, dashboards, and performance measurement.

- Practical AI applications, personalisation, responsible customer engagement, and test-and-learn methods.

- Stakeholder management, change management, vendor governance, agile delivery, and executive communication.

## Skills

### Required
- digital product management
- customer experience
- digital transformation
- leadership
- AI
- personalisation
- data-driven engagement
- customer analytics
- segmentation
- voice-of-customer insights
- dashboards
- performance measurement
- stakeholder management
- change management
- vendor governance
- agile delivery
- executive communication

---

Source: [Apply at prudential.wd3.myworkdayjobs.com](https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Hong-Kong/Associate-Director--Customer-Experience_26090333?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)