Associate Director, Customer Experience

About the role

Prudential is looking for an Associate Director, Customer Experience to support the CX Lead in institutionalising customer experience and driving customer journey improvement projects through cross-functional collaboration and channel engagement, aiming to lift NPS. The role plans and delivers CX programmes aligned with Group Office's strategic direction, leads the digital customer experience and AI agenda, and sets the strategy, roadmap and delivery priorities for myPrudential and other key digital touchpoints.

Key responsibilities

• Digital customer experience strategy: own the digital roadmap across key touchpoints, using customer feedback, CRM data and behavioural insights, and prioritise initiatives by customer impact, business value, feasibility and contribution to a leading insurer app experience.
• myPrudential mobile app: lead its modernisation across priority journeys, simplify flows and improve usability; manage the product roadmap, backlog, release priorities, UAT, release readiness and post-launch optimisation.
• AI, personalisation and data-driven engagement: deliver use cases such as conversational service, next-best-action, sentiment analysis and predictive engagement; define CRM and engagement-platform requirements, journey logic, segmentation and event-triggered communications with appropriate governance and privacy safeguards.
• Inclusive journey design: design accessible journeys for customers with different needs and digital confidence, and connect touchpoints, servicing journeys and campaigns to strengthen loyalty, retention and lifetime value.
• Cross-functional delivery: lead with Customer Experience, Digital, Technology, Data, Marketing, Operations, Distribution and external partners, managing scope, dependencies, risks and stakeholder alignment; monitor app performance, adoption, self-service, satisfaction and the value of AI and personalisation.

Required profile

• Bachelor's degree in a relevant discipline or equivalent professional experience.
• Minimum 8 years' experience in digital product management, customer experience or digital transformation, including leadership responsibilities.
• Proven ownership of customer-facing digital products from strategy and roadmap through launch and optimisation.
• Experience leading cross-functional initiatives and aligning senior stakeholders.
• Practical experience using customer data, AI or personalisation, CRM, VoC or self-service to deliver measurable outcomes.

Required skills

• Digital product strategy, roadmap management, backlog prioritisation and post-launch optimisation.
• Mobile app experience, UX principles, journey mapping and service design.
• Customer analytics, segmentation, voice-of-customer insights, dashboards and performance measurement.
• Practical AI applications, personalisation, responsible engagement and test-and-learn methods.
• Stakeholder management, change management, vendor governance, agile delivery and executive communication.