# Assistant Manager, Customer Operations Strategy, Communications & Channel Engagement **Company**: Prudential **Location**: Hong Kong **Experience**: senior **Job type**: full-time **Category**: Operations **Industry**: Finance **Apply**: https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Hong-Kong/Assistant-Manager--Customer-Operations-Strategy--Communications---Channel-Engagement_26080253-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_f1c7d8f1-ca3 ## Description Prudential’s purpose is to be partners for every life and protectors for every future. The Customer Operations Strategy, Communications & Channel Engagement role is a strategic, creative and data-driven position within the Chief Customer Operations and Health Officer Office. **Job Responsibilities:** ### 1. Executive Communications & Strategic Storytelling - Develop high-impact executive communications, presentations and briefing materials for the Chief Customer Operations and Health Officer and senior leadership team. - Translate complex operational performance, customer insights, transformation updates and strategic initiatives into clear, compelling and action-oriented narratives. - Prepare ExCo-level, Board-level and senior management reporting materials, ensuring messages are concise, evidence-based and visually engaging. - Support the Chief of Staff function in shaping key messages, leadership talking points, townhall scripts, strategic updates and internal/external stakeholder communications. - Ensure all communications are aligned with business priorities, brand tone, governance standards and stakeholder expectations. ### 2. Data Storytelling, Visualisation & Insight Communication - Partner with operations, analytics, finance, health, claims, customer experience and transformation teams to convert data into meaningful business insights. - Design and produce clear, visually compelling data stories using dashboards, infographics, presentation visuals and executive summaries. - Support the development of performance narratives covering customer outcomes, service levels, claims performance, operational efficiency, AI adoption, automation progress and transformation benefits. - Apply data visualisation best practices to simplify complex information and enable faster decision-making by senior stakeholders. - Use modern design, reporting and AI tools to enhance the quality, clarity and impact of operational reporting. ### 3. AI-Enabled Content Creation & Creative Production - Leverage generative AI and creative technology to accelerate the production of high-quality communications and engagement assets. - Create or coordinate the production of visual content, including executive decks, infographics, short-form videos, animation concepts, digital banners, staff engagement visuals and channel communication materials. - Explore and apply state-of-the-art AI tools for content generation, video creation, image generation, presentation enhancement, data storytelling and communications automation. - Maintain a strong understanding of emerging AI capabilities and recommend practical use cases to improve communication effectiveness, productivity and audience engagement. - Ensure AI-generated content is accurate, appropriate, brand-compliant, and subject to proper human review and governance. ### 4. Channel Engagement & Agent Communications - Develop communication materials and engagement plans for insurance agents, distribution partners and channel-facing stakeholders. - Support agency meetings, roadshows, briefings, forums and engagement events by preparing strategic narratives, presentation materials, videos, talking points and post-event communications. - Translate operational updates, claims service improvements, customer initiatives and health propositions into agent-friendly messages that are clear, relevant and commercially meaningful. - Work closely with Distribution, Marketing, Customer Operations, Health and Product teams to ensure consistent messaging across agent-facing channels. - Identify opportunities to strengthen agent confidence, understanding and advocacy through better communication, storytelling and engagement design. ### 5. Internal Communications & Staff Engagement - Support internal communications for Customer Operations and Health, including staff townhalls, leadership updates, transformation communications, recognition campaigns and engagement initiatives. - Develop creative and engaging content to connect colleagues with the organisation’s purpose, customer impact and transformation journey. - Produce staff engagement materials such as newsletters, videos, digital posters, leadership messages, event visuals and interactive content. - Help build a stronger culture of transparency, recognition, innovation and customer-centricity across Customer Operations and Health. - Partner with HR, Corporate Affairs and internal stakeholders to ensure alignment with broader employee engagement and corporate communications standards. ### 6. Strategic Planning & Chief of Staff Support - Support the Chief of Staff office in preparing strategic updates, operating rhythm materials, leadership meeting packs and stakeholder briefings. - Contribute to the planning and communication of key transformation initiatives, including AI enablement, operational excellence, digitalisation, health operations, claims transformation and customer experience improvement. - Help establish consistent communication standards, templates, visual identity and reporting cadence across Customer Operations and Health. - Track key priorities, milestones and communication deliverables to ensure timely execution and leadership alignment. - Provide ad hoc support on strategic projects, executive events, governance forums and cross-functional initiatives. **Job Requirements:** - Bachelor’s degree in Communications, Journalism, Marketing, Business, Design, Data Analytics, Digital Media, or a related discipline. - Minimum 6–8 years of experience in corporate communications, executive communications, strategy, business planning, customer operations, marketing communications, creative production or consulting. - Experience in insurance, financial services, healthcare, customer operations or agency distribution is highly preferred. - Proven experience preparing senior management, ExCo or Board-level presentation materials. - Strong track record in producing high-quality communications, presentations, visual storytelling or digital engagement assets. - Experience using data, dashboards or business performance metrics to craft compelling narratives. - Hands-on experience with creative or AI-enabled tools for presentation design, video production, visual content creation or generative AI would be a strong advantage. ## Skills ### Required - communications - strategy - data analysis - visual storytelling - AI tools ### Nice to have - insurance - financial services - healthcare - customer operations - agency distribution --- Source: [Apply at prudential.wd3.myworkdayjobs.com](https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Hong-Kong/Assistant-Manager--Customer-Operations-Strategy--Communications---Channel-Engagement_26080253-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)