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 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 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, Risk, and Compliance teams to deliver cross-functional initiatives and embed customer-centric practices 

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

12.1 Ensure that all compliance matters are identified and openly and honestly reported to the Line Manager and/or Compliance Officer in accordance with the reporting requirements operated within the work unit and the Company 

12.2 Ensure adherence of the work unit with all relevant statutory, compliance, risk management and audit standards and requirements in carrying out their functions

13. Perform other duties, work assignments and functions as may be assigned. 

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.