CX Strategy & Experience Design Lead

Prudential; Metro Manila; On-site; PHP 1,500,000 - 2,600,000; Full time

Job summary

Prudential Philippines in Metro Manila seeks a senior CX leader to translate strategy into actionable roadmaps and end-to-end customer journeys. You will drive lifecycle engagement, implement transformation initiatives, and partner with the CX Head to deliver measurable improvements across channels.

You will oversee VoC, analyze data for actionable insights, and govern dashboards and KPIs for leadership forums.

Qualifications

• Lead CX projects and lifecycle initiatives aligned to CX Head priorities.
• Oversee VoC programs and customer data analysis to surface insights.
• Govern CX dashboards and KPIs with reliable leadership reporting.
• Drive Lean Six Sigma projects to redesign processes and improve customer effort.
• Collaborate with Operations, IT, Marketing, Risk, and Compliance for cross‑functional execution.

Responsibilities

• Translate CX strategy into prioritized roadmaps and engagement programs.
• Own management reporting, KPI definitions, and escalation of risks.
• Develop business cases and governance materials for initiatives.
• Monitor benefits realization and governance milestones.
• Mentor and develop the CX team through coaching and performance management.

Skills

CX strategy

Project management

VoC programs

Data analysis

Lean Six Sigma

Stakeholder mgmt

Governance

Team leadership

Job description

Prudential Philippines in Metro Manila seeks a senior CX leader to translate strategy into actionable roadmaps and end-to-end customer journeys. You will drive lifecycle engagement, implement transformation initiatives, and partner with the CX Head to deliver measurable improvements across channels.

You will oversee VoC, analyze data for actionable insights, and govern dashboards and KPIs for leadership forums.