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.

Description