Head of Customer Experience

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Head of Customer Experience

Apply locations Singapore time type Full time posted on Posted 11 Days Ago job requisition id

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.

Lead the Customer Experience team and drive end-to-end customer experience enhancement programs for our business. Be the 'voice of the customer' within
the organization, a passionate driver for change and create a customer-centric culture in Prudential.
Overall responsibility to set the strategy for delivering the right customer experience across all customer episodes and work with cross-functional teams in delivering the agreed strategy. This role involves a hands-on approach in delivering customer experience in the organization and an ability to make a difference in the way customer experience becomes a differentiating factor for Prudential in the Insurance Industry and the broader financial services industry.

This is a senior role in the Customer Division team which requires a collaborative and innovative mindset. In the role, the incumbent will be leading a number of cross-functional projects, giving an organization wide exposure. You will be developing the benchmark for customer experience based on global and regional standards at Prudential Singapore with a view to making customer experience a clear differentiation strategy for us. You will be responsible to work with internal stakeholders to use data, insights and ethnographic research to understand customer needs and developing programs to eliminate friction across all customer touchpoints.

Broadly, the role entails:

• Develop a full understanding of the key business strategy and how customer experience aligns and delivers on the business promise. Ensure team members understand the customer experience strategy, key KPIs and perform toward these goals.

• Define customer journey covering customer life cycle from product discovery to loyalty to ensure that we have a friendly claim process, sufficient customer contacts, easy to access (onsite and digital) self-service programs

• Lead and develop the customer experience team, including

  • The insights and research team to organize customer focus group, workshops, ethnographic research to understand customer painpoints

  • Develop strategy to fix the pain points and then oversee cross-functional effort to working with the subject matter experts on fixing the pain points

  • The UX/UI team to work with Technology in defining customer experience across our digital properties and develop best-in-class digital experiences for customers

  • The Customer Communications team in crafting, editing, reviewing communications to our customers

  • The Experience Transformation team in deploying practices that enable the organisation to deliver and monitor the experiences it delivers

• Review and revise all customer communication correspondence to move towards simple, customer-friendly language and lead the digitalization of all hard copy letters.

• Review customer survey output, complaints and other related data to ensure that we treat customer fairly and provide insights for relevant parties for changes and transformation.

• Collaborate with the segment heads to define ideal customer journeys across customer episodes and develop programs to deliver best-in-class experience.

• Collaborate with agency teams and Bancassurance teams to obtain market/sales/customer insights for customer experience enhancement.

• Organise forums such as Customer SteerCo and Fair Dealing Committee to ensure appropriate actions are escalated timely, solutions developed and tracked to completion.

• Build a Customer Centric Culture, be the champion of customer obsession in the organization and drive programs and initiatives to drive customer centricity within the organization.

W ho We are Looking For :

• Excellent communication skills, both written and verbal, able to communicate effectively with senior internal stakeholders.

• Ability to deliver results with a 'Can-do' attitude.

• Ability to work in cross functional teams across the organization.

• Ability to work under time pressure and priorities tasks.

• A team player with a strong sense of competing priorities and the interests of various stakeholders with an ability to negotiate, persuade and adapt.

• Strong leadership skills with an appreciation of a diverse workforce, differences in style or perspective.

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

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