Director of Customer Experience & Insights

Prudential Services Asia; Kuala Lumpur; On-site; MYR 180,000 - 250,000; Full time

Job summary

Prudential Services Asia is seeking a senior CX and VOC leader to drive rNPS and tNPS improvements, consolidate CX data, and partner with Marketing, Distribution and Digital teams to embed customer insights into decision‑making.

The role encompasses governance of CX dashboards, closed‑loop feedback, and prioritised CX interventions across journeys such as purchases, claims and servicing. It requires deep data analytics and strong stakeholder management to deliver measurable improvements.

Qualifications

• Bachelor’s with at least 2nd class upper in Statistics, Economics, Marketing or Commerce from a reputable university.
• Experience in customer experience, VOC, NPS management, journey improvement, analytics/insights, marketing, consulting, product management or transformation/project management.
• At least 12 years of working experience in related roles/industry.
• Exposure in banking or insurance would be an added advantage.

Responsibilities

• Lead VOC programme management including rNPS, tNPS and other CX indicators.
• Analyse feedback, NPS drivers, verbatims and touchpoint attributes to identify priority improvements.
• Facility regular insight-sharing with business owners and define actions, owners and timelines.
• Consolidate CX data points and provide governance for dashboards and action tracking.

Skills

VOC programme management

NPS management

Data analytics

Stakeholder management

Customer experience

Process improvement

Education

Bachelor’s degree in Statistics, Economics, Marketing or Commerce

Job description

Prudential Services Asia is seeking a senior CX and VOC leader to drive rNPS and tNPS improvements, consolidate CX data, and partner with Marketing, Distribution and Digital teams to embed customer insights into decision‑making.

The role encompasses governance of CX dashboards, closed‑loop feedback, and prioritised CX interventions across journeys such as purchases, claims and servicing. It requires deep data analytics and strong stakeholder management to deliver measurable improvements.