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Be the CX leader at Prudential Hong Kong – shape journeys, analyse data, and drive impactful customer experience.
Lead journey redesign, stakeholder engagement, and AI‑driven insights to transform insurance CX.
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.
The role will support the delivery of the company’s customer experience agenda by translating customer insights into well‑defined journey improvements and CX initiatives, managing day‑to‑day CX operations, customer feedback platforms, dashboards, and cross‑functional coordination. It will also work closely with cross‑functional partners to redesign journeys, launch customer campaigns, enable execution, and contribute to measurable customer and business outcomes.
Job Responsibilities
1. Customer Experience Strategy
Contribute to the development of customer experience strategies by applying customer insights, business context, and operational understanding
Support senior CX leaders in shaping priorities and translating CX principles into actionable initiatives
2. Customer Insights, Research & Analytical Thinking
Conduct CX diagnostics using customer research data (including NPS), dashboards, and journey analytics to identify pain points and improvement opportunities.
Synthesize findings into clear insights and practical recommendations to inform CX decisions.
Leverage analytics and AI‑assisted tools to consolidate feedback and identify themes, supporting timely insight generation and decision‑making
3. Experience Design, Journey Redesign & Enablement
Execute journey mapping, service blueprinting, and experience redesign using human‑centered design practices.
Collaborate with business, operations, and digital teams to define future‑state journeys and experience requirements.
4. Change Management, CX Advocacy, Campaigns & Stakeholder Engagement
Work with stakeholders across functions to align on journey changes, roles, and execution dependencies.
Drive planning, execution, and result tracking of CX‑related campaigns for staff, agency, and customers
5. Planning, Governance & Budget Management
Prepare clear and concise materials to report status, insights, and outcomes to CX leadership
Manage day‑to‑day CX operational activities , including coordination with external vendors, supporting procurement and expense‑related processes
Job Requirements
Bachelor’s degree in Business, Marketing, Operations, IT, Social Sciences, or related disciplines
Minimum 5–7 years’ experience in customer experience, service design, consulting, or transformation roles in financial services / insurance
Hands‑on experience in journey mapping, customer research, and CX improvement initiatives
Hands‑on experience with survey platforms (e.g., Qualtrics or equivalent) and dashboard tools (e.g., Power BI or equivalent)
Strong communication skills in English & Chinese, with the ability to work effectively with multiple stakeholders
Strong command of CX methodologies, including journey mapping and service blueprinting
Strong data handling and attention to detail; comfortable with Excel, dashboards, and data validation
Able to manage multiple tasks, dependencies, and timelines concurrently with strong execution focus
Proficient in using AI tools (e.g., generative AI assistants) to accelerate analysis, summarize customer feedback, and draft communications—while adhering to data privacy and governance requirements
Structured problem‑solving and analytical thinking; able to synthesize customer data into actionable insights
Effective stakeholder coordination and facilitation skills
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.