Manager, Customer Experience & Journey Design

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.

Job Responsibilities

1. Customer Experience Strategy

• Contribute to the development of customer experience strategies by applying customer insights business context and operational understanding

• Support senior CX leaders in shaping priorities and translating CX principles into actionable initiatives

2. Customer Insights Research & Analytical Thinking

• Conduct CX diagnostics using customer research data (including NPS) dashboards and journey analytics to identify pain points and improvement opportunities.

• Synthesize findings into clear insights and practical recommendations to inform CX decisions.

• Leverage analytics and AI-assisted tools to consolidate feedback and identify themes supporting timely insight generation and decision-making

3. Experience Design Journey Redesign & Enablement

• Execute journey mapping service blueprinting and experience redesign using human-centered design practices.

• Collaborate with business operations and digital teams to define future-state journeys and experience requirements.

4. Change Management CX Advocacy Campaigns & Stakeholder Engagement

• Work with stakeholders across functions to align on journey changes roles and execution dependencies.

• Drive planning execution and result tracking of CXrelated campaigns for staff agency and customers

5. Planning Governance & Budget Management

• Prepare clear and concise materials to report status insights and outcomes to CX leadership

• Manage daytoday CX operational activities including coordination with external vendors supporting procurement and expenserelated processes

Job Requirements

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.