Customer Experience Research Director

1 week ago

Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time
Job Title: Customer Experience Research Director

At Prudential plc, we are committed to being partners for every life and protectors for every future. As a Customer Experience Research Director, you will play a critical role in helping us achieve this goal by leading our research efforts to drive customer satisfaction and loyalty.

Key Responsibilities:
  • Develop and implement global research methodologies to measure customer experience and sales distributor loyalty.
  • Provide research expertise to design and generate insights, identifying gaps and opportunities to integrate learnings from customer journeys redesign, customer segments, and other research studies.
  • Consolidate and disseminate customer insights to help leadership teams and functional stakeholders prioritize and focus on key journeys/episodes to create game-changing experiences and shape better outcomes.
  • Advisory on customer insights generation, best practices, and interacting with key stakeholders at both business and group functional levels.
  • Manage vendor relationships and deliverables, as well as program budgets.
Requirements:
  • 10+ years of experience in research and customer experience, preferably in the financial/insurance industry.
  • Expert knowledge in quantitative and qualitative research methodologies, techniques, and tools.
  • Proven hands-on experience in rolling out satisfaction/loyalty programs and driving continuous improvement in customer experience management and delivery.
  • Strong analytical mind and ability to translate competitive insights and VOC into actionable insights and actions for various stakeholders.
  • Strong communication and influencing skills, with the ability to work positively and sensitively with senior stakeholders and across markets with different cultures.
  • Strategic thinker with strong project planning and management skills, with experience in leading projects, especially in new initiatives from planning to insights delivery in multiple markets across Asia.
What We Offer:
  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and experienced professional looking to make a meaningful impact, please submit your application.

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