Intern - Branch Digital Activation (Damansara Intan)

Prudential's purpose is to be partners for every life and protectors for every future.

As an Intern - Branch Digital Activation, you will act as a Digital Ambassador at branches, proactively engaging walk-in customers and completing transactions via PRUServices or PruBSN Touch.

Responsibilities

• Act as a Digital Ambassador at branches: Proactively engage walk-ins customers and complete transactions via PRUServices or PruBSN Touch.
• Promote digital awareness at branch by maintaining simple in-branch prompts and explain key benefits.
• Deliver end-to-end PRUServices registration support, including step-by-step guidance on registration, password setup, and first-time login.
• Guide customers to complete common self-service journeys while reinforcing safe digital practices.
• Troubleshoot basic access issues and escalate complex cases to supporting team.
• Act as the first point of contact for walk-in customers, proactively managing queues and guiding suitable cases to self-service channels.
• Capture and log customer feedback and pain points and provide weekly insights to Customer Engagement/Digital Solutions teams.
• Support adoption data analysis: maintain a simple branch-level tracker and highlight trends/opportunities to improve PRUServices usage.

Key Assignment Work

1. Assisted Digital Onboarding & Customer Engagement

• Apply effective communication and customer interaction skills to guide walk-in customers through PRUServices registration and usage.
• Explain digital tools in a simple and clear manner to customers.
• Learn basic principles of customer experience and service management.

1. Digital Adoption & Change Exposure

• Support the branch's strategic shift from manual servicing to digital self-service.
• Observe customer reactions and resistance to digital tools.
• Learn how organisations encourage change through assisted adoption.

1. Observation & Insight Documentation

• Observe and document common customer questions, difficulties faced during onboarding, and reasons customers prefer branch visits.

1. Adoption Analytics & Campaign Initiatives

• Use Excel to track branch adoption and report findings.
• Identify key customer segments and touchpoints to suggest targeted nudges for PRUServices.
• Partner with CE to design, execute, and evaluate campaign initiatives.

1. Queue Management

• Facilitate smooth branch front-desk operations by directing walk-in customers to the appropriate service channel.
• Contribute to decreased waiting times by assisting customers with quick digital transactions.
• Collaborate effectively with branch staff to manage peak-hour traffic.

1. Ad-hoc and Admin task

• Prepare and maintain approved PRUServices onboarding materials.
• Maintain accurate and timely records for reporting purposes.
• Perform other reasonable administrative tasks assigned by the reporting manager/mentor.

Requirements

• Good Communication Skills
• Tech savvy
• Social Skills
• Microsoft Excel – skilled in analysis and reporting key observations

Learning Outcomes

• Understand how digital services support customer experience in a corporate organisation.
• Gain real customer engagement and service exposure.
• Develop communication, observation, and basic analytical skills.
• Experience how digital adoption is implemented on the ground.
• Build practical presentation and storytelling skills.
• Strengthen data literacy: collect, clean, and analyse data and translate findings into actionable items.
• Learning the basics of campaign planning.