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 Experience Transformation team leads Prudential’s efforts in elevating our customer’s experience across all touchpoints and interactions. As a Customer Experience Associate, you will support the team in managing the experiences we deliver to our customers. By collaborating with internal stakeholders, you will support our efforts to govern, manage and improve the experiences across touchpoints by deep diving into customer insights, voice of customers and distribution, service delivery performance, to ensure Prudential delivers on our customer promises. This includes participating in strategic CX improvement projects to transform the experiences. You will also participate in projects that promote a culture of Customer Centricity in Prudential, driving employee enablement projects and initiatives that help employees provide better customer experience.
Experience Management
• Review customer satisfaction across channels to identify areas of gaps or opportunities for us to improve experiences that customers desire
• Investigate into experience issues highlighted by customers
• Work with various touchpoints and the end-to-end value chain to address customer pain points and drive CX improvement
• Support the identification and prioritization of larger scale
Strategic CX Initiatives
• Support the delivery of Strategic CX Initiatives and resultant customer and business benefits
• Identify areas we can add customer value, increased satisfaction across touchpoints and adoption of new customer propositions/ services
• Support various touchpoints on the resolution of complaints, SLA issues, customer issues and service recovery
Experience Enablement
• Support the Customer Experience Manager to establish clear ownership and workflows for internal processes, empowerment metrics, service recovery practices to enable the delivery of desired experience
• Support the Customer Experience Manager to identify internal capability (skills, knowledge, mindset) gaps. Collaborate with various departments and L&D to define solutions to upskill our people and deliver those solutions to enable delivery of desired experience
• Identify tools, data and technology that will enable our staff and distribution teams to deliver the desired customer experience"
