Experience Design Lead

About the role

Prudential is looking for an Experience Design Lead in Metro Manila to lead strategic customer experience projects and transformation initiatives in support of the CX Head (VP) and enterprise priorities. The role acts as deputy to the CX Head on strategic initiatives, governance reviews and escalation management, and aims to improve customer satisfaction and loyalty metrics while delivering projects on time and within scope.

Key responsibilities

• Lead the planning, prioritization and delivery of strategic CX projects and transformation programs with the CX Head (VP)
• Manage enterprise Voice of Customer programs, customer feedback loops and data analysis to identify trends, pain points and improvement opportunities
• Develop business cases, project charters, governance materials and implementation roadmaps across service, journey and process domains
• Use Lean Six Sigma and related methodologies to redesign processes and improve quality, turnaround time and customer effort
• Own CX dashboards and management reporting, including KPI definitions, executive updates and escalation of key risks
• Coordinate with Operations, Distribution, IT, Digital, Product, Risk and Compliance teams on cross-functional initiatives
• Establish project governance, milestones, dependencies and benefits realization
• Conduct customer, channel and journey analytics to inform prioritization of improvements
• Support change management, communication and capability-building initiatives
• Lead and develop the team through goals, coaching, performance management and capability building
• Ensure compliance matters are reported openly and honestly, and that the work unit follows statutory, compliance, risk and audit standards