Assistant Director, Customer Experience & Insights

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

The Assistant Director, Customer Experience & Insights will lead the Customer Experience agenda for PAMB and support the company's ambition to achieve 1st quartile NPS performance by driving measurable improvements in relationship NPS (rNPS), transactional NPS (tNPS) and priority customer journey outcomes.

Principal Duties & Responsibilities

Relationship NPS, Transactional NPS and VOC Programme Management

• Own the management, performance tracking and continuous enhancement of the VOC programme, including rNPS, tNPS and other customer experience indicators.
• Analyse customer feedback, NPS drivers, verbatims and touchpoint attributes to identify priority improvement areas that support the ambition to achieve 1st quartile NPS performance.
• Facilitate regular insight-sharing with business owners and define clear actions, owners and timelines for improving priority journeys and touchpoints.
• Establish closed-loop feedback practices for detractors, complaints and high-impact customer issues, ensuring root causes are addressed and learnings are translated into sustained service improvement.

Customer Journey Improvement and New Touchpoint Implementation

• Drive continuous improvements of existing priority customer journeys, and new VOC touchpoints including medical claims, policy servicing, purchasing, sales and servicing, digital and complaints journeys.
• Partner with Transformation and Operations, Distribution, Digital, Analytics and other relevant teams to ensure data capture, survey design, customer listening and reporting mechanisms are fit for purpose.
• Review and refine questionnaires, customer feedback mechanisms and survey methodologies to ensure they generate actionable insights aligned to rNPS and CX improvement objectives.
• Co-lead journey deep-dives with accountable stakeholders to identify pain points, moments that matter, root causes and opportunities to improve ease, trust, fairness, service recovery and customer advocacy.

Customer Experience Dashboard and Insight-to-Action Governance

• Consolidate and review CX-related data points, including rNPS, tNPS, VOC results, complaints themes, operational metrics, digital adoption and service recovery indicators.
• Identify common themes, emerging risks and strategic CX priorities that should inform business planning and management decisions.
• Drive alignment with stakeholders across key journeys, including purchase, sales servicing, call centre, claims, branches, online, email, complaints and policy servicing.
• Document and track action plans, owners, timelines, status and corrective actions to ensure improvements are implemented effectively by the accountable business functions.

CX Programme Enablement, Dashboard and Budget Governance

• Provide governance oversight for CX, VOC, research and Group-led programme enablement, including survey progress tracking, report review coordination, stakeholder read-outs, user access reviews and local dashboard enhancement requirements.
• Partner with Analytics, Digital, Operations, Group and relevant platform owners on requirements gathering, UAT coordination, data availability, dashboard enhancements and survey-related platform enablement.
• Coordinate budget planning, spending visibility, recharges, invoice processing support, payment checklist requirements and ACR-related submissions for CX, VOC, research, online panel, Group-led and Marketing-related initiatives, in partnership with Finance and relevant business owners.
• Ensure programme governance routines are in place so that administrative, financial and operational dependencies are managed effectively without diluting the role's strategic focus on customer outcomes and NPS improvement.

Marketing Experience, Brand Perception and Research Coordination

• Partner with the wider Marketing team to identify and address experience gaps linked to Marketing-owned or Marketing-influenced touchpoints, including brand perception, customer communications, campaign experiences, digital content, search and explore journeys.
• Translate VOC, brand and research insights into improvement opportunities that strengthen customer understanding, trust, relevance and ease of engagement with PAMB.
• Manage and coordinate customer, brand, market or ad hoc research initiatives where required, including brief development, stakeholder alignment, agency coordination, questionnaire review, fieldwork monitoring, findings synthesis and recommendation tracking.
• Integrate research outputs with VOC and CX insights to provide a holistic view of customer needs, experience gaps and opportunities to improve NPS performance.

Regulatory, Industry and Regional CX Initiatives

• Act as key liaison and project driver for BNM, industry, Group-led, regional or strategic CX initiatives relating to VOC, NPS, customer experience, customer fairness, service outcomes, online panels, customer studies, dashboards or CX culture programmes.
• Provide input, coordinate internal stakeholders and manage deliverables to ensure timely, accurate and customer-centric responses to regulatory, industry, Group and regional requirements.
• Oversee local follow-through for Group or regional CX initiatives, including requirements gathering, stakeholder alignment, progress tracking, report review and management read-outs, ensuring the work is translated into relevant local actions where applicable.

CX Culture, Customer Committee and TCF Governance

• Manage the Customer Committee as a leadership governance platform for reviewing customer insights, rNPS performance, priority issues, action plans and progress against the CX roadmap.
• Coordinate the agenda to ensure key customer issues are escalated, debated and converted into accountable business actions.
• Reinforce clear ownership, escalation and accountability by the respective business functions for delivering customer experience improvements.
• Provide oversight and thought leadership on complaints escalation, feedback monitoring and service recovery, ensuring alignment with TCF principles.
• Drive a culture of TCF and customer centricity across relevant teams, with review rhythms to ensure key initiatives and platforms are customer-centric and TCF-compliant.
• Work with HR and business leaders to build CX capability, customer empathy and appreciation across the organisation, with the support of EXCO and regional stakeholders where required.

Regional Reporting and CX Performance Management

• Ensure all regional reporting requirements, templates and data requests are completed in a timely and accurate manner, through close collaboration with Analytics, Operations, Customer Engagement and other relevant teams.
• Provide clear management reporting on rNPS, tNPS, customer experience performance, key drivers, improvement progress and emerging customer risks for local and regional stakeholders.