Experience Design Lead

Prudential plc; Manila; On-site; PHP 2,000,000 - 3,200,000; Full time

Job summary

Prudential plc in Manila seeks an experienced CX leader to drive strategic customer experience programs and transformation initiatives across journeys, touchpoints, and processes. You will translate the CX strategy into prioritized roadmaps, manage VoC programs and data analysis to surface actionable insights, and govern CX dashboards and KPIs for leadership forums.

The role partners with cross-functional teams to deliver measurable business impact and supports change leadership and compliance

Qualifications

• Lead planning and delivery of strategic CX projects and transformation programs.
• Manage enterprise VoC programs, data analysis, and surface insights.
• Develop business cases, project charters, and roadmaps for initiatives across service, journeys, and processes.
• Apply Lean Six Sigma and related methods to improve quality and customer effort.
• Own CX dashboards, KPI definitions, and executive reporting.
• Coordinate with Operations, IT, Digital, Product, 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 and service processes through measurement and closed-loop action.
• Support change management and capability-building to strengthen customer centricity.
• Lead and develop the team with clear goals and performance management.
• Compliance & Risk Management

Responsibilities

• Lead the planning, prioritization, and delivery of strategic CX projects in partnership with the CX Head (VP).
• Manage enterprise VoC programs, customer feedback loops, and data analysis to identify trends and improvement opportunities.
• Develop business cases, project charters, governance materials, and implementation roadmaps across service, journey, and process domains.
• Use Lean Six Sigma to analyze root causes, redesign processes, and improve quality and turnaround time.
• Own CX dashboards and management reporting, including KPI definitions and executive updates.
• Coordinate with cross-functional teams to deliver initiatives and embed customer-centric practices.
• Establish and monitor project governance, milestones, dependencies, and benefits realization.
• Conduct analytics to understand segment needs and inform prioritization of improvements.
• Drive continuous improvement of customer journeys through measurement and experimentation.
• Support change management, communication, and capability-building initiatives.
• Lead and develop the team through coaching and performance management.
• Ensure compliance and risk management within responsibilities.

Skills

CX strategy

Project management

VoC program

Data analysis

Lean Six Sigma

Stakeholder management

Change leadership

Governance

Job description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

What does the job do for the Company?

-Lead strategic customer experience projects and transformation initiatives in support of the CX Head (VP) and enterprise priorities

-Translate the CX strategy into prioritized roadmaps, business cases, and execution plans across journeys, touchpoints, and processes

-Oversee Voice of Customer (VoC) programs and customer data analysis to surface actionable insights, root causes, and opportunities for improvement

-Govern CX dashboards, KPIs, and reporting cadence for leadership forums, ensuring reliable measurement of customer, operational, and project outcomes

-Drive process redesign and service improvement initiatives using Lean Six Sigma and other continuous improvement methodologies

-Partner with cross-functional stakeholders to implement improvements that enhance customer outcomes, efficiency, controls, and employee adoption

-Act as a deputy to the CX Head (VP) for strategic initiatives, governance reviews, and escalation management on key programs affecting customer experience

What end result does it produce?

• Improved customer satisfaction and loyalty metrics
• Delivery of strategic projects on time, within scope, and with measurable business impact
• Sustainable process improvements supported by data, governance, and continuous improvement discipline

How would “success” for this position be described?

• Consistent achievement of CX, operational, and project KPIs with clear evidence of customer impact
• Strong stakeholder confidence driven by disciplined execution, actionable insights, and effective change leadership

Job Accountabilities

1. Lead the planning, prioritization, and delivery of strategic CX projects and transformation programs in partnership with the CX Head (VP)

2. Manage enterpriseVoCprograms, customer feedback loops, and data analysis toidentifytrends, pain points, and improvement opportunities

3. Develop business cases, project charters, governance materials, andimplementationroadmaps for initiatives across service, journey, and process domains

4. Use Lean Six Sigma and related methodologies to analyze root causes, redesign processes, and improve quality, turnaround time, and customer effort.

5. Own CX dashboards and management reporting, including KPI definitions, insight generation, executive updates, and escalation of key risks and issues

6. Coordinate with Operations, Distribution, IT, Digital, Product, Risk, and Compliance teams to deliver cross-functional initiatives and embed customer-centric practices

7. Establish andmonitorproject governance, milestones, dependencies, and benefits realization to ensuretimelyand effective execution

8. Conduct customer, channel, and journey analytics to deepen understanding of segment needs and inform prioritization of improvements

9. Drive continuous improvement of customer journeys and service processes through measurement, experimentation, and closed-loop action management

10. Support change management, communication, and capability-building initiatives that strengthen customer centricity and adoption of new ways of working

11. Lead and develop the team through clear goals, coaching, performance management, and capability building in project delivery, analytics, and process improvement

12. Compliance & Risk Management

12.1 Ensure that all compliance matters areidentifiedand openly and honestly reported to the Line Manager and/or Compliance Officerin accordance withthe reporting requirementsoperatedwithin the work unit and the Company

12.2 Ensure adherence of the work unit with all relevant statutory, compliance, risk management and audit standards and requirements in carrying out their functions

1. Perform other duties, workassignmentsand functions as may be assigned.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.