CX Transformation Lead

Prudential Services Asia; Taguig; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Prudential seeks a CX leader to drive strategic customer experience projects and transformation initiatives in support of enterprise priorities. You will translate CX strategy into roadmaps and business cases, oversee VoC programs, and govern dashboards with KPI‑driven reporting for leadership forums.

As deputy to the CX Head, you will partner with cross‑functional teams to implement improvements that enhance customer outcomes, efficiency, and adoption of new ways of working.

Responsibilities

• Lead the planning, prioritization, and delivery of strategic CX projects and transformation programs in partnership with the CX Head (VP)
• Manage enterprise VoC programs, customer feedback loops, and data analysis to identify trends, pain points, and improvement opportunities
• Develop business cases, project charters, governance materials, and implementation roadmaps for initiatives across service, journey, and process domains
• Own CX dashboards and management reporting, including KPI definitions, insight generation, executive updates, and escalation of key risks and issues
• Drive continuous improvement of customer journeys and service processes through measurement, experimentation, and closed‑loop action management

Job description

Prudential seeks a CX leader to drive strategic customer experience projects and transformation initiatives in support of enterprise priorities. You will translate CX strategy into roadmaps and business cases, oversee VoC programs, and govern dashboards with KPI‑driven reporting for leadership forums.

As deputy to the CX Head, you will partner with cross‑functional teams to implement improvements that enhance customer outcomes, efficiency, and adoption of new ways of working.