Senior Manager, Customer Experience Lead

1 week ago

Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time

At Prudential plc, we're committed to being partners for every life and protectors for every future. Our purpose drives everything we do, creating a culture where diversity is celebrated and inclusion is assured. We provide a platform for our people to excel and make an impact, supporting their career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The role will support the CX Lead in institutionalizing Customer Experience, driving Customer Journey improvement projects through cross-functional collaboration and channel engagement to uplift NPS. The role will also plan and deliver CX programs by leveraging insights in line with Group Office's strategic direction.

Key Responsibilities
  • Craft end-to-end customer journeys, drive omni-channel customer strategy across online & offline touchpoints to foster customer engagement
  • Prioritize customer engagement opportunities driven by data, design personalized engagement campaigns, collaborate with distribution channels to optimize customer servicing and redesign engagement journeys
  • Design and implement Customer Experience Transformation initiatives, drive scrum team projects, facilitate review and prioritization of initiatives across the company to uplift NPS
  • Plan and manage budget for strategic projects, produce presentation decks for management updates
  • Manage internal compliance, procurement process for all Customer Experience initiatives
Requirements
  • Degree in Business and/or Marketing, Customer Experience Management
  • Minimum of 8 years of relevant experience with a strong emphasis on implementation of CX programs and innovations
  • Deep knowledge in design thinking with solid hands-on experience of journey design, agile program management, and proven customer-centered design methodologies
  • Proven capability in Project Management, Marketing, Customer Insights, Customer Engagement, customer journey design
  • Experience in launching scrum projects and/or Experience Management Platform (e.g. Qualtrics, Medallia) is a plus
  • Strong strategic thinking and executive capabilities
  • Strong stakeholder management capabilities
  • Strong oral and written communication skills
  • Good knowledge in Customer Experience Management technology
  • Creative and customer-focused
  • Pro-active and problem-solving attitude
  • Solid and sound experience in project management
  • Excellent interpersonal and stakeholder management skills
  • Excellent communication skills, spoken & written English and Chinese
  • Strong experience in preparing professional presentations for senior management

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