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.
The Customer Strategy & Segmentation Manager is responsible for developing, implementing, and optimizing customer strategies and segmentation frameworks that drive customer-centric decision-making, improve engagement, and maximize customer value. The role supports the Customer Strategy & Segmentation Lead in shaping customer direction, enabling personalization, and ensuring the business deeply understands customer needs, behaviors, and opportunities.
Job Responsibilities / Phạm vi công việc
1. Customer Strategy Development
- Support the development of customer strategies aligned with overall business priorities and customer experience goals.
- Translate customer insights into actionable strategic recommendations for marketing, product, digital, and distribution teams.
- Develop and refine customer value propositions for priority segments.
- Contribute to business planning cycles with customer-driven analysis and recommendations.
2. Segmentation Design & Management
- Build, maintain, and evolve segmentation frameworks (behavioral, needs-based, attitudinal, and value-based).
- Manage customer persona development to support experience design and targeted proposition development.
- Ensure segmentation models are integrated into CRM, campaign management, and digital personalization platforms.
- Partner with analytics teams to validate segmentation performance and refresh segment definitions when required.
3. Insights & Opportunity Identification
- Conduct deep-dive analysis of customer data to identify growth, retention, and cross-sell opportunities.
- Generate clear insights to support targeted customer strategies across the lifecycle (acquisition, onboarding, engagement, renewal/retention).
- Monitor emerging customer trends and competitive dynamics to inform strategic priorities.
- Provide insights to support CLV (customer lifetime value) optimization initiatives
4. Cross-Functional Collaboration
- Work closely with Marketing, Product, CX, Digital, Distribution, and Operations teams to embed segmentation into business processes.
- Advise campaign and digital teams on segment-based targeting, offers, and personalized experiences.
- Support cross-functional customer strategy working groups with insights, materials, and recommendations.
- Act as a key point of contact for segment-related queries and strategic input.
5. Performance Measurement & Governance
- Develop KPIs and dashboards to track segment performance (engagement, conversion, retention, CLV, NPS, etc.).
- Monitor and report on customer outcomes, identifying issues and recommending corrective actions.
- Maintain the governance of segmentation standards, taxonomy, and consistent business usage.
- Prepare management reports, presentations, and insights packs for the Customer Strategy & Segmentation Lead and senior leadership.
Job Requirements / Yêu cầu
Qualification:
- Bachelor’s degree in Business, Marketing, Analytics, Economics, or a related field.
Experiences:
- 5–8 years in in customer strategy, segmentation, analytics, CRM, or related roles.
- Experience in financial services, insurance, telecommunications, or another customer-centric industry preferred.
- Demonstrated experience translating insights into strategies with measurable impact.
Skills & Competencies:
- Strong understanding of segmentation methodologies and customer analytics.
- Ability to interpret complex data and derive actionable customer insights.
- Familiarity with CRM systems, data visualization tools (Power BI, Tableau), and campaign management platforms.
- Understanding of CLV, retention analytics, and customer journey frameworks.
- Ability to explain facts, practices, policies, ect. to others within the organization where past practices or divergent views constrain agreement
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.