Customer Experience Manager (Trưởng nhóm Trải nghiệm Khách hàng)

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.

Job Purpose
The Customer Experience Manager is responsible for driving the execution of customer experience initiatives across key customer journeys, translating CX strategy, frameworks, and priorities into practical actions and measurable improvements.
This role leads journey improvement initiatives, Voice of Customer (VoC) analysis, and cross‑functional coordination, ensuring customer pain points are addressed effectively and consistently. The role plays a critical part in embedding customer‑centric thinking into day‑to‑day operations while delivering tangible improvements in customer satisfaction and service performance.

Key Responsibilities

1. CX Execution & Initiative Delivery

• Execute CX priorities and initiatives defined in the CX roadmap and governance forums.
• Translate CX frameworks, principles, and standards into practical execution plans for business and operations teams.
• Manage end‑to‑end delivery of assigned CX initiatives, ensuring timelines, outcomes, and stakeholder alignment.

2. Customer Journey Management & Improvement

• Own and continuously improve assigned end‑to‑end customer journeys (e.g. onboarding, servicing, renewal, claims).
• Conduct customer journey mapping to identify pain points, moments of truth, and experience gaps.
• Work with relevant stakeholders (Operations, Digital, IT, Distribution) to design and implement journey improvement solutions.
• Track journey performance and ensure improvements deliver measurable customer and business impact.

3. Voice of Customer (VoC) & Insights

• Analyze customer feedback from NPS, complaints, surveys, and service data to identify key themes and improvement opportunities.
• Convert VoC insights into clear action plans and recommendations for stakeholders.
• Support closed‑loop processes by tracking corrective actions and their effectiveness.

4. CX Standards, Frameworks & Ways of Working

• Support the rollout and adoption of CX standards, experience principles, and service frameworks across the organization.
• Ensure CX requirements are embedded into process changes, projects, and operational initiatives.
• Act as a CX subject‑matter expert for assigned initiatives and business units.

5. Performance Tracking & Reporting

• Monitor CX performance metrics (e.g. NPS, CES, journey KPIs) for assigned journeys or initiatives.
• Prepare clear, concise CX updates and materials for management reviews and governance forums.
• Escalate risks, issues, or systemic customer pain points to Senior Manager when required.

6. Stakeholder & Team Collaboration

• Work closely with cross‑functional teams to ensure alignment and ownership of CX actions.
• Coordinate with CX specialists / analysts to ensure high‑quality analysis, delivery, and follow‑through.
• Build strong working relationships to influence without formal authority.

Key Success Measures

• Improvement in CX metrics (e.g. NPS, journey satisfaction) for assigned journeys
• Timely and effective delivery of CX initiatives
• Quality and actionability of VoC insights and recommendations
• Stakeholder adoption of CX improvements and standards
• Effectiveness of closed‑loop and corrective actions

Job Requirements

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Service Management, or related fields

Experience

• 5–8 years of experience in Customer Experience, Customer Management, Service Improvement, or related roles
• Proven experience working on cross‑functional initiatives or projects
• Experience in insurance, banking, or financial services is an advantage

Skills & Competencies

• Solid understanding of customer journey mapping and VoC methodologies
• Strong analytical and problem‑solving skills
• Ability to translate insights into clear actions and recommendations
• Good stakeholder management and communication skills
• Structured, detail‑oriented, and execution‑focused
• Comfortable working with data, reports, and presentations

 

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.