CX Transformation Lead — Experience Design & Strategy

Pru Life UK; Metro Manila; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Prudential seeks a seasoned CX Program Lead in Metro Manila to drive strategic customer experience initiatives in support of the CX Head and enterprise priorities. You will translate CX strategy into roadmaps, oversee VoC programs, and govern dashboards with senior leadership, ensuring measurable impact on customer and business outcomes.

Lead cross-functional teams, apply Lean Six Sigma, and partner with Operations, IT, and Risk to embed customer-centric practices across journeys and processes.

Qualifications

• Experience leading CX projects and transformation programs.
• Ability translate CX strategy into roadmaps and business cases.
• Strong data analysis and KPI governance experience.
• Proven cross-functional collaboration and change leadership.

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
• Use Lean Six Sigma and related methodologies to analyze root causes, redesign processes, and improve quality, turnaround time, and customer effort.
• Own CX dashboards and management reporting, including KPI definitions, insight generation, executive updates, and escalation of key risks and issues
• Coordinate with Operations, Distribution, IT, Digital, Product, Risk, and Compliance teams to deliver cross-functional initiatives and embed customer-centric practices
• Establish and monitor project governance, milestones, dependencies, and benefits realization to ensure timely and effective execution
• Conduct customer, channel, and journey analytics to deepen understanding of segment needs and inform prioritization of improvements
• Drive continuous improvement of customer journeys and service processes through measurement, experimentation, and closed-loop action management
• Support change management, communication, and capability-building initiatives that strengthen customer centricity and adoption of new ways of working
• Lead and develop the team through clear goals, coaching, performance management, and capability building in project delivery, analytics, and process improvement

Skills

Project management

Data analysis

Stakeholder management

Lean Six Sigma

Voice of Customer

Job description

Prudential seeks a seasoned CX Program Lead in Metro Manila to drive strategic customer experience initiatives in support of the CX Head and enterprise priorities. You will translate CX strategy into roadmaps, oversee VoC programs, and govern dashboards with senior leadership, ensuring measurable impact on customer and business outcomes.

Lead cross-functional teams, apply Lean Six Sigma, and partner with Operations, IT, and Risk to embed customer-centric practices across journeys and processes.