Experience Design Lead

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.

What end result does it produce

• Improved customer satisfaction and loyalty metrics
• Delivery of strategic projects on time within scope and with measurable business impact
• Sustainable process improvements supported by data governance and continuous improvement discipline

How would success for this position be described

• Consistent achievement of CX operational and project KPIs with clear evidence of customer impact
• Strong stakeholder confidence driven by disciplined execution actionable insights and effective change leadership

Job Accountabilities

1. Lead the planning prioritization and delivery of strategic CX projects and transformation programs in partnership with the CX Head (VP)

2. Manage enterpriseVoCprograms customer feedback loops and data analysis toidentifytrends pain points and improvement opportunities

3. Develop business cases project charters governance materials andimplementationroadmaps for initiatives across service journey and process domains

4. Use Lean Six Sigma and related methodologies to analyze root causes redesign processes and improve quality turnaround time and customer effort.

5. Own CX dashboards and management reporting including KPI definitions insight generation executive updates and escalation of key risks and issues

6. Coordinate with Operations Distribution IT Digital Product Risk and Compliance teams to deliver cross-functional initiatives and embed customer-centric practices

7. Establish andmonitorproject governance milestones dependencies and benefits realization to ensuretimelyand effective execution

8. Conduct customer channel and journey analytics to deepen understanding of segment needs and inform prioritization of improvements

9. Drive continuous improvement of customer journeys and service processes through measurement experimentation and closed-loop action management

10. Support change management communication and capability-building initiatives that strengthen customer centricity and adoption of new ways of working

11. Lead and develop the team through clear goals coaching performance management and capability building in project delivery analytics and process improvement

12. Compliance & Risk Management

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.