Experience Design & CX Strategy Lead

Pru Life UK; Metro Manila; Sur place; PHP 3 000 000 - 4 600 000; Plein temps

Résumé du poste

Prudential in the Philippines seeks a Senior CX leader to translate our CX strategy into prioritized roadmaps, journey designs, and end-to-end customer communications across lifecycle stages. You will oversee VoC programs, governance dashboards, and KPI reporting for executives, drive Lean Six Sigma improvements, and partner with cross-functional teams to enhance customer outcomes and organizational performance.

This role reports to the CX Head (VP) and involves leading a team through change.

Responsabilités

• Lead planning, prioritization, and delivery of strategic CX projects and lifecycle initiatives with the CX Head (VP).
• Manage enterprise VoC programs, feedback loops, and data analysis to identify trends, pain points, and opportunities for improvement.
• Develop business cases, project charters, governance materials, and 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, Marketing, Risk, and Compliance teams to deliver cross-functional initiatives and consistent end-to-end customer communications across lifecycle stages.
• Establish and monitor project governance, milestones, dependencies, and benefits realization to ensure timely and effective execution.
• Conduct customer, channel, lifecycle, and journey analytics to deepen understanding of segment needs and inform engagement programs and initiatives that drive customer loyalty, opt-in, contactability, retention/persistency.
• Drive continuous improvement of customer journeys and service processes through measurement, experimentation, closed-loop action management, and CX-led interventions that support retention/persistency and customer loyalty.
• Design and manage customer engagement programs and end-to-end communications that strengthen customer centricity, improve opt-in and contactability, and support adoption, retention, and persistency.
• Lead and develop the team through clear goals, coaching, performance management, and capability building in project delivery, analytics, and process improvement.
• Prudential is an equal opportunity employer.

Description du poste

Prudential in the Philippines seeks a Senior CX leader to translate our CX strategy into prioritized roadmaps, journey designs, and end-to-end customer communications across lifecycle stages. You will oversee VoC programs, governance dashboards, and KPI reporting for executives, drive Lean Six Sigma improvements, and partner with cross-functional teams to enhance customer outcomes and organizational performance.

This role reports to the CX Head (VP) and involves leading a team through change.