Experience Design Lead

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.

What does the job do for the Company?

▪ Lead strategic customer experience projects, customer lifecycle management, and transformation initiatives in support of the CX Head (VP) and enterprise priorities
▪ Translate the CX strategy into prioritized roadmaps, journey designs, engagement programs, end-to-end customer communications, business cases, and execution plans across lifecycle stages, journeys, touchpoints, and processes
▪ Oversee Voice of Customer (VoC) programs and customer data analysis to surface actionable insights, root causes, and opportunities for improvement
▪ Govern CX dashboards, KPIs, and reporting cadence for leadership forums, ensuring reliable measurement of customer, operational, and project outcomes
▪ Drive process redesign and service improvement initiatives using Lean Six Sigma and other continuous improvement methodologies
▪ Partner with cross-functional stakeholders to implement improvements that enhance customer outcomes, efficiency, controls, and employee adoption
▪ Act as a deputy to the CX Head (VP) for strategic initiatives, governance reviews, and escalation management on key programs affecting customer experience

What end result does it produce?

▪ Improved customer satisfaction, loyalty, engagement, opt-in, contactability, and retention/persistency outcomes across the customer lifecycle
▪ 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, lifecycle engagement, opt-in, contactability, retention/persistency, operational, and project KPIs with clear evidence of customer and business impact
▪ Strong stakeholder confidence driven by disciplined execution, actionable insights, and effective change leadership

1. Lead the planning, prioritization, and delivery of strategic CX projects, customer lifecycle management initiatives, customer journey mapping and design, and transformation programs in partnership with the CX Head (VP)

2. Manage enterprise VoC programs, customer feedback loops, and data analysis to identify trends, pain points, and improvement opportunities

3. Develop business cases, project charters, governance materials, and implementation roadmaps 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, Marketing, Risk, and Compliance teams to deliver cross-functional initiatives and consistent end-to-end customer communications across lifecycle stages

7. Establish and monitor project governance, milestones, dependencies, and benefits realization to ensure timely and effective execution

8. Conduct customer, channel, lifecycle, and journey analytics to deepen understanding of segment needs and inform engagement programs and initiatives that drive customer loyalty, opt-in, contactability, retention/persistency

9. Drive continuous improvement of customer journeys and service processes through measurement, experimentation, closed-loop action management, and CX-led interventions that support retention/persistency and customer loyalty.

10. Design and manage customer engagement programs and end-to-end communications that strengthen customer centricity, improve opt-in and contactability, and support adoption, retention, and persistency

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

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.