Strategic CX Transformation 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 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