Customer Experience Management Senior Manager

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 included assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact on the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

This role leads the direction and execution of customer excellence initiatives across the organization. The Senior Manager is responsible for driving transformational improvements in customer experience, service quality, and operational efficiency. By leveraging data insights, cross-functional collaboration, and innovation, the role ensures that customer-centricity is embedded in all service touchpoints and processes.

This role leads the direction and execution of customer service improvement initiatives across the organization. Senior management is responsible for driving transformational improvements in customer experience, service quality and operational efficiency. Through leveraging data, cross-departmental collaboration and innovation, this role ensures customer focus is integrated into every touchpoint and service process.

Key Responsibilities / Scope of Work

- Define and lead the customer excellence strategy aligned with business goals and customer expectations.
- Develop and lead a customer service improvement plan aligned with the goals business goals and customer expectations.

- Oversee the design and execution service improvement programs of Excellence team.
- Oversee the design and implementation of service improvement programs across the entire team.

- Champion customer-centric culture and ensure consistent service delivery across all channels.
- Promote a customer-centric culture and ensure consistent service delivery across all channels.

- Monitor customer experience metrics (NPS, CSAT, CES), analyze and drive continuous improvement.
- Monitor customer experience metrics (NPS, CSAT, CES), analyze and drive continuous improvement.

- Govern the development and maintenance of SOPs, service scripts, and customer journey maps.
- Manage the construction and maintenance of standard processes, service scripts, and customer journey maps.

- Present insights and recommendations to senior leadership based on data analysis.
- Present analyzes and recommendations to senior leadership based on data analysis.

- Ensure compliance with regulatory standards and internal policies in service operations.
- Ensure compliance with legal standards and internal policies in service operations.

- Mentor and develop team members to build capabilities in customer excellence and innovation.
- Guide and develop teams to build capacity in customer service improvement and innovation.

- Collaborate and Manage stakeholder engagement across departments to ensure alignment and execution.
- Work together and Manage coordination with stakeholders across departments to ensure alignment and execution.

Accountabilities / Key Responsibilities

- Deliver measurable improvements in customer satisfaction, retention, and operational KPIs.
- Achieve measurable improvements in customer satisfaction, customer retention and metrics. operations.

- Ensure all service improvement initiatives are tracked, documented, and evaluated for impact.
- Ensure all service improvement initiatives are tracked, recorded, and evaluated for effectiveness.

- Lead change management efforts for new service models and digital transformation.
- Lead change management efforts for new service models and transformation. number.

- Report progress and strategic outcomes to executive leadership on a regular basis.
- Report progress and strategic results to senior leaders periodically.

Key Performance Indicators (KPIs) / Work performance indicators

- Improvement in NPS, CSAT, and SLA metrics.
- Improvement Improve NPS, CSAT and SLA indicators.

- Number and impact of successfully implemented initiatives.
- Number and impact of successfully implemented initiatives.

- Quality and timeliness of executive reporting and stakeholder communication.
- Quality and timeliness of reporting to leadership and communication with stakeholders.

- Team development and capability building outcomes.
- Results of team development and capacity building.

Job Requirements / Requirements

Qualifications / Degree

Bachelor's or Master's degree in Business Administration, Marketing, Economics, or related fields.
University graduate or master's degree in Business Administration Business, Marketing, Economics or related fields.

Experience / Experience

Minimum 8-10 years of experience in customer service, process improvement, or service operations, with at least 3 years in a management role.
At least 8-10 years of experience in the field of customer service, process improvement or service operations, of which at least 3 years in a management position.
Experience in insurance or financial services is highly preferred.
Preference is given to candidates with experience in the insurance or financial services industry.

Knowledge and Skills

- Strong strategic thinking and leadership capabilities.
- Strong strategic thinking and leadership abilities. m.

- Advanced analytical and problem-solving skills.
- K nng phn tch v gii quyt vn nng cao.

- Excellent communication, stakeholder management, and influencing skills.
- K nng giao tip, qun l cc bn lin quan v to nh hng xut sc.

- Deep understanding of customer servic e frameworks and digital transformation.
- Hiu bit su sc v cc khung dch v khch hng v chuyn i s.

- Proficiency in data visualization and reporting tools (Excel, PowerPoint, BI platforms).
- Thnh tho cc cng c trc quan ha d liu v bo co (Excel, PowerPoint, nn tng BI).

- Fluent English communication is required.
- Yu cu kh nng giao tip ting Anh lu lot.

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.