Head of Customer Experience Management

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.

To define and execute the company’s customer experience strategy across all touchpoints, ensuring customers experience trust, empathy, and simplicity throughout their life insurance journey — from onboarding to claims. The Head of Customer Experience Management (CX) drives measurable improvements in customer satisfaction, retention, and contributes to lifetime value while embedding a customer-centric culture across the organization.

Key Responsibilities:
1. CX Strategy & Leadership

- Develop and lead the enterprise wide CX vision and roadmap, aligned to business strategy and regulatory expectations.
- Embed “customer first” principles into business processes, decision-making, and employee behaviors.
- Serve as the voice of the customer at the executive table.

2. Customer Insights & Measurement

- Lead the design and execution of Voice of Customer (VoC) programs, including NPS, CES, and CSAT measurement.
- Synthesize feedback from claims, complaints, surveys, and digital interactions into actionable insights.
- Partner with Data & Analytics to link CX metrics to financial outcomes (retention, persistency, CLV).

3. Experience Design & Improvement

- Map and optimize end-to-end customer journeys — from purchase and underwriting to policy servicing and claims.
- Identify and prioritize pain points using journey analytics and root-cause analysis.
- Collaborate with digital, operations, and distribution teams to simplify processes and improve transparency.

4. Cultural Transformation

- Champion a customer-obsessed culture by equipping employees and leaders with CX tools, training, and metrics.
- Partner with HR and Communications to align employee experience with customer experience goals.
- Celebrate CX success stories and embed customer impact in performance reviews and KPIs.

5. Regulatory & Ethical Standards

- Ensure CX practices align with regulatory conduct and fair treatment of customers standards (e.g., TCF, Consumer Duty, local insurance regulators).
- Support complaint resolution and continuous improvement of customer outcomes.

Key Performance Indicators (KPIs):

- Net Promoter Score (NPS) / Customer Satisfaction (CSAT) / Customer Effort Score (CES)
- Policyholder retention / renewal rates
- Claims turnaround time & customer satisfaction
- Complaint rates and resolution time
- CLV growth and reduced lapse rates
- Employee engagement with CX principles

Job requirements:
Experience:

- 8-12 years of experience in customer experience, service design, or transformation — ideally within insurance or financial services.
- Proven track record of leading CX strategy and delivering measurable customer and commercial outcomes.
- Deep understanding of life insurance products, distribution models, and regulatory requirements.

Skills & Competencies:

- Customer obsessed mindset, willingness to have the tough discussions with stakeholders always representing the customer interests.
- Strategic thinking with a strong commercial and data-driven mindset.
- Expertise in journey mapping, design thinking, and customer research.
- Strong influencing and stakeholder management skills across executive and frontline levels.
- Excellent storytelling ability — translating customer insights into business actions.
- Empathy-driven leadership with the ability to inspire cross-functional teams.