Strategic CX Transformation Lead

Pru Life UK; Metro Manila; On-site; PHP 1,200,000 - 1,700,000; Full time

Job summary

Prudential is seeking a Senior CX Leader in Metro Manila to translate CX strategy into prioritized roadmaps and governance. You will lead strategic customer experience projects, oversee VoC programs, and drive data-driven improvements across journeys and processes.

The role requires collaborating with cross-functional teams to ensure on-time delivery, measurable business impact, and sustained customer-centric transformation across the enterprise.

Responsibilities

• Lead strategic CX projects and transformation initiatives with the CX Head (VP).
• Translate CX strategy into prioritized roadmaps, business cases, and implementation plans across journeys and processes.
• Oversee Voice of Customer (VoC) programs and data analysis to surface actionable insights and opportunities for improvement.
• Govern CX dashboards, KPIs, and reporting cadence for leadership forums with reliable measurement of outcomes.
• Drive process redesign and service improvements using Lean Six Sigma and related methodologies.
• Partner with cross-functional stakeholders to implement improvements that enhance customer outcomes and efficiency.
• Act as deputy to the CX Head (VP) for governance reviews and escalation management on key programs.

Job description

Prudential is seeking a Senior CX Leader in Metro Manila to translate CX strategy into prioritized roadmaps and governance. You will lead strategic customer experience projects, oversee VoC programs, and drive data-driven improvements across journeys and processes.

The role requires collaborating with cross-functional teams to ensure on-time delivery, measurable business impact, and sustained customer-centric transformation across the enterprise.