Assistant Manager, Customer Operations Strategy, Communications & Channel Engagement

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.