Assistant Director, Customer Experience & Insights

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.

Role Summary

Lead the Customer Experience agenda for PAMB and support the company’s ambition to achieve 1st quartile NPS performance by driving measurable improvements in relationship NPS (rNPS), transactional NPS (tNPS) and priority customer journey outcomes with support of reporting manager. This is an orchestration and governance role, not an independent delivery function; the incumbent translates customer feedback, operational data, research findings and verbatim insights into clear priorities, and ho...