CX Transformation Lead

Prudential plc; Manila; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Prudential plc in Manila seeks a Senior CX Project Lead to coordinate strategic customer experience programs, translate strategy into roadmaps, and drive continuous improvement across journeys and processes. You will oversee VoC data analysis, governance dashboards, and cross-functional partnerships to deliver measurable improvements in customer satisfaction and business outcomes.

The role requires strong change leadership and Lean Six Sigma mindset.

Responsibilities

• Lead planning, prioritization, and delivery of strategic CX projects with the CX Head (VP).
• Manage enterprise VoC programs, feedback loops, and data analysis to identify trends and opportunities.
• Develop business cases, governance materials, and roadmaps across service, journeys, and processes.
• Apply Lean Six Sigma to analyze root causes, redesign processes, and improve quality and turnaround time.
• Own CX dashboards and reporting, including KPI definitions and executive updates.
• Coordinate with Operations, IT, Digital, Risk, and Compliance to deliver cross-functional initiatives.
• Establish governance, milestones, dependencies, and benefits realization for timely execution.
• Conduct customer, channel, and journey analytics to inform prioritization of improvements.
• Drive continuous improvement of customer journeys through measurement, experimentation, and closed-loop actions.
• Support change management, communication, and capability-building to strengthen customer centricity.
• Lead and develop the team with clear goals, coaching, and performance management.
• Compliance & Risk Management
• Perform other duties and obligations as needed.

Job description

Prudential plc in Manila seeks a Senior CX Project Lead to coordinate strategic customer experience programs, translate strategy into roadmaps, and drive continuous improvement across journeys and processes. You will oversee VoC data analysis, governance dashboards, and cross-functional partnerships to deliver measurable improvements in customer satisfaction and business outcomes.

The role requires strong change leadership and Lean Six Sigma mindset.