Senior Experience Design & CX Transformation Lead

Prudential (Cambodia) Life Assurance; Metro Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Prudential is seeking a Senior CX Lead to drive strategic customer experience projects, translate CX strategy into roadmaps, and manage end-to-end lifecycle initiatives. You will oversee VoC data analysis and CX dashboards, partnering with multiple functions to deliver measurable improvements in customer outcomes.

The role requires strong leadership, change management, and a track record of delivering scalable process improvements using Lean Six Sigma methodologies.

Qualifications

• Experience leading CX projects and transformation initiatives.
• Ability to translate CX strategy into prioritized roadmaps and programs.
• Strong VoC programs and customer data analysis experience.
• Proven ability to govern CX dashboards, KPIs and reporting cadence.
• Experience driving process redesign and continuous improvement.

Responsibilities

• Lead strategic CX projects and lifecycle management in partnership with the CX Head.
• Translate CX strategy into prioritized roadmaps, journeys, engagement programs and communications.
• Oversee VoC programs and data analysis to surface actionable insights and improvement opportunities.
• Govern CX dashboards, KPIs and reporting for leadership forums.
• Drive Lean Six Sigma based process redesign and service improvements.
• Partner with cross-functional stakeholders to implement customer-centric improvements.
• Act as deputy to the CX Head for strategic initiatives and escalation management.
• Coordinate with Operations, IT, Digital, Product, Marketing, Risk and Compliance on cross-functional initiatives.
• Establish governance, milestones and benefits realization for projects.
• Conduct analytics to deepen understanding of segment needs and inform engagement programs.
• Lead and develop the team with clear goals, coaching, and capability building.

Job description

Prudential is seeking a Senior CX Lead to drive strategic customer experience projects, translate CX strategy into roadmaps, and manage end-to-end lifecycle initiatives. You will oversee VoC data analysis and CX dashboards, partnering with multiple functions to deliver measurable improvements in customer outcomes.

The role requires strong leadership, change management, and a track record of delivering scalable process improvements using Lean Six Sigma methodologies.