Assistant Director, HNW Customer Strategy & Experience

Kuala Lumpur - Malaysia

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Prudentials 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 peoples career ambitions. We pledge to make Prudential a place where you can Connect Grow and Succeed.

The Assistant Director ensures that Prudentials High Net Worth (HNW) strategy is translated into a clear differentiated and consistently delivered customer experience.

Reporting to the Director High Net Worth this role identifies systemic gaps across onboarding underwriting servicing and claims prioritizing improvement initiatives and partners cross-functionally to strengthen execution. It focuses on building structured processes and service standards that ensure clarity consistency and elevated experience for affluent and HNW customers. It defines customer priorities key experience standards and governance frameworks to support sustainable HNW growth.

PRINCIPAL DUTIES & RESPONSIBILITIES:

Shape and refine priority High Net Worth (HNW) sub-segments customer personas and key use cases in line with the overall HNW direction.
Identify opportunities to move customers from affluent to HNW tiers through targeted engagement and experience enhancements.
Establish clear KPIs and reporting metrics to track HNW customer growth service quality and experience performance.
Map and continuously improve the end-to-end HNW customer journey from prospecting and onboarding to underwriting servicing and claims.
Track overall experience outcomes and ensure agreed improvement actions are followed through and delivered.
Translate data and performance insights into practical business implications and clear action priorities.
Work closely with Marketing Product Distribution Underwriting and Operations to align on HNW customer priorities and service standards.
Support the rollout of HNW initiatives ensuring strategic intent is translated into practical execution on the ground.

JOB SPECIFICATION

15 years of experience in life insurance with broad exposure across product marketing operations or business strategy.
Strong technical understanding of life insurance business products and operational processes.
Experience in customer strategy segment management business performance transformation or cross-functional initiatives.
Ability to connect product operational realities and customer experience into practical improvement priorities.
Demonstrated experience influencing senior stakeholders across Distribution Product Underwriting and Operations.
Strong business acumen structured thinking and ability to translate data into clear business implications.
Degree in Actuarial Science Business Finance Marketing or related discipline.

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.

Required Experience:

Director

PRINCIPAL DUTIES & RESPONSIBILITIES:

Shape and refine priority High Net Worth (HNW) sub-segments customer personas and key use cases in line with the overall HNW direction.
Identify opportunities to move customers from affluent to HNW tiers through targeted engagement and experience enhancements.
Establish clear KPIs and reporting metrics to track HNW customer growth service quality and experience performance.
Map and continuously improve the end-to-end HNW customer journey from prospecting and onboarding to underwriting servicing and claims.
Track overall experience outcomes and ensure agreed improvement actions are followed through and delivered.
Translate data and performance insights into practical business implications and clear action priorities.
Work closely with Marketing Product Distribution Underwriting and Operations to align on HNW customer priorities and service standards.
Support the rollout of HNW initiatives ensuring strategic intent is translated into practical execution on the ground.

JOB SPECIFICATION

15 years of experience in life insurance with broad exposure across product marketing operations or business strategy.
Strong technical understanding of life insurance business products and operational processes.
Experience in customer strategy segment management business performance transformation or cross-functional initiatives.
Ability to connect product operational realities and customer experience into practical improvement priorities.
Demonstrated experience influencing senior stakeholders across Distribution Product Underwriting and Operations.
Strong business acumen structured thinking and ability to translate data into clear business implications.
Degree in Actuarial Science Business Finance Marketing or related discipline.

Required Experience:

Director

Key Skills

Business Development
Marketing
Pricing
Analysis Skills
Research Experience
Project Management
Research & Development
Strategic Planning
Financial Modeling
Leadership Experience
Management Consulting
Analytics

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About Company

Prudential

พรูเด็นเชียล ประกันชีวิต (ประเทศไทย) มุ่งมั่นที่จะช่วยให้คุณก้าวหน้าในชีวิต โดยเราให้ความใส่ใจอย่างเต็มที่เพื่อการบริการที่เป็นเลิศแก่คุณ ค้นหาวิธีที่เราจะสามารถช่วยเหลือคุณได้ที่นี่ ... View more

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