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.
Role Purpose
This role spearheads the end‑to‑end management of priority customer journeys and CX transformation initiatives, translating customer insights and business priorities into tangible experience improvements and organizational change.
The role is designed as a senior, high‑impact position with clear ownership of journey‑led change. It anchors CX execution across functions, ensuring customer‑centric thinking is embedded not only in design concepts, but in day‑to‑day decisions, operating models, and behaviors. Survey execution, rNPS/tNPS measurement and standard insights generation are owned by the Customer Management Team; this role partners closely with them to convert insights into action.
Key Responsibilities
1. Own and Lead Customer Journey Management
- Own end‑to‑end customer journeys across key lifecycle episodes (e.g. onboarding, servicing, payment, retention), with clear accountability for experience improvement outcomes.
- Spearhead the identification and prioritization of Moments of Truth (MOT) based on rNPS/tNPS insights and business impact.
- Establish journey‑level experience standards, success metrics, and action roadmaps, ensuring alignment with enterprise CX priorities.
2. Spearhead Journey Design & Experience Interventions
- Lead journey design using Design Thinking, Service Design, and system‑based approaches, addressing root causes across people, process, and technology.
- Drive CX intervention initiatives from problem definition through concept design, piloting, and rollout.
- Champion a test‑and‑learn mindset, validating solutions through pilots, prototypes, or controlled experiments before scaling.
3. Drive Cross‑functional Execution and Orchestration
- Act as a central orchestrator across Marketing, Digital, Operations, IT, Compliance, HR, and Communications to ensure journey initiatives are executed holistically.
- Translate journey insights into clear, actionable requirements and change actions, influencing stakeholders without formal authority.
- Own progress tracking, issue escalation, and outcome alignment for journey initiatives across functions.
4. Anchor CX Governance and Leadership Conversations
- Serve as a key contributor to CEO CX Forum and senior leadership discussions, framing journey priorities, intervention options, and expected impact.
- Partner with the Customer Management Team to interpret rNPS/tNPS insights, with a strong focus on decision‑making and action, rather than score reporting.
- Ensure CX initiatives are connected to business priorities and leadership expectations.
5. Champion Customer‑centric Culture & Capability Building
- Partner with HR and Communications to champion customer‑centric culture shift, embedding customer journeys into leadership narratives, internal communications, and ways of working.
- Lead and facilitate journey‑based workshops and CX learning sessions, building organizational capability in customer‑led thinking.
- Act as an internal role model and advocate for customer‑first decision making.
Required Experience & Capabilities
Core Experience
- Proven experience (>5-8 years) in Customer Experience Management, Journey Design, Service Design, or CX Transformation roles.
- Demonstrated ability to lead complex, cross‑functional initiatives in ambiguous environments.
- Experience translating customer insights into enterprise‑level change, not just design deliverables.
Key Capabilities
- Strong command of Design Thinking, Customer Journey Mapping, and CX frameworks.
- Systems thinking capability to be able to diagnose issues across organizational silos will be an added advantage.
- Strong stakeholder influence skills; able to lead without authority.
- Comfortable operating at both strategic and hands‑on levels.
Mindset & Leadership Attributes
- Ownership mindset with the ability to drive outcomes end to end.
- Strategic, structured thinker with a bias toward action.
- Confident engaging senior leaders and facilitating difficult prioritization discussions.
- Passionate about customer‑centricity, with strong business judgment.
Success Measures
- Measurable improvement in priority journey outcomes and experience drivers.
- Clear ownership and execution of CX initiatives across functions.
- Strong adoption of journey thinking in leadership and team behaviors.
- Recognized contribution to enterprise‑level CX governance and culture shift.
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.