Assistant Director, Customer Experience & Insights

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed. Monitor and Track Transactional NPS (Net Promoter Score) across all VOC (Voice of Customer) Program transactional touch points, both current and future state. Work collaboratively with Customer Engagement and Operations Governance & Data Management teams to obtain and analyse the data sets and subsequently drive initiatives for performance improvement. Drive the implementation VOC survey of identified transactional touch points: Purchase, Claims and Policy Servicing, working together with relevant business stakeholders from Agency Distribution, Partnership Distribution and Transformation and Operations Division. Conduct quality assurance of relevant transactional touch points such as call centre and branches. Independent reviewer of customer complaints and feedback escalation monitoring and oversight, working with relevant stakeholders in ensuring we comply with Treating Customer Fairly (TCF) Customer Dashboard Custodian by analysing, consolidating and coordinate data points for regional dashboard and trend reporting for local management Setting up a relevant Customer Committee and manage the agenda of the commitee, taking into consideration Transformation and Operations Roadmap, as well as the implementation of TCF Framework by RCL. Drive a culture of TCF within the Marketing Division, determine a review rhythm in ensuring key initiatives and platform driven by the Marketing Division are TCF-compliant. Drive Customer Centricity and operate as a change agent to drive transformation towards Customer Centricity, working with relevant stakeholders by deep diving into key customer episodes which will promote a heightened elevation of CX awareness and culture, based on selected verbatim analysis from VOC Program and aligned key customer issues to be enhanced/improved. ROLE SUMMARY 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 with support of reporting manager. This is an orchestration and governance role, not an independent delivery function; the incumbent translates customer feedback, operational data, research findings and verbatim insights into clear priorities, and holds the relevant business owners accountable for delivering experience improvements across key journeys and touchpoints. Own and enhance the VOC listening architecture across relationship and transactional measures, covering priority episodes such as purchase, claims, policy servicing, sales and servicing, complaints and digital journeys. Partner with Distribution, Customer Engagement and Operations, Digital, Analytics, Marketing and other business stakeholders to embed customer insights into decision-making and ensure clear functional ownership for delivery. Drive analysis of rNPS drivers, customer pain points, journey friction, complaint themes and operational gaps to shape prioritised CX interventions, action plans and measurable improvement initiatives. Provide independent oversight of customer complaints, feedback escalation and closed-loop follow-up, working with relevant stakeholders to ensure fair, timely and customer-centric resolution in line with Treating Customers Fairly (TCF) principles. Act as custodian of the Customer Experience dashboard and related CX data enablement, consolidating rNPS, tNPS, VOC, complaints, operational and digital engagement metrics into a clear management view of customer health, risks, improvement progress and priority actions. Operate as a CX change agent by shaping the CX agenda, driving governance, tracking implementation progress and reinforcing accountability. Delivery remains with the respective journey, process, product, operations, distribution, digital and marketing owners. Champion customer centricity and TCF across the Marketing Division and wider organisation, with specific focus on strengthening Marketing-led or Marketing-influenced touchpoints such as brand perception, customer communications, digital content, search and explore journeys. 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 gen…