Job Description

Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.
As a CX Specialist, you will be responsible for supporting the Head of Experience Transformation in BAU and project activities to deliver good experiences for our customers and stakeholders. By collaborating with internal stakeholders, you will manage and deliver tasks assigned as part of the BAU team activities. You will also support strategic CX improvement projects including but not limited to Fair Dealing by managing initiatives, KPIs and reporting to deliver our customer promises.
As a CX Specialist, you will be responsible for supporting the Head of Experience Transformation in BAU and project activities to deliver good experiences for our customers and stakeholders. By collaborating with internal stakeholders, you will manage and deliver tasks assigned as part of the BAU team activities. You will also support strategic CX improvement projects including but not limited to Fair Dealing by managing initiatives, KPIs and reporting to deliver our customer promises.
Your primary responsibilities would be to support Head of Experience Transformation in BAU and project activities including but not limited to:

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  Set up meetings for different steercos and forums, take minutes, chase people for updates, organise events and activities
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  Prepare reports, presentations, and updates for internal stakeholders
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  Support delivery of larger scale Strategic CX Initiatives when required
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  Be the risk coordinator for the department – prepare risk reporting, participate in incident management, and manage adhoc stakeholder requests
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  Support project activities like creating presentations, communications and participate in UAT when needed.

Personality Traits:

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  Extremely passionate about customers and good customer experience
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  Excellent problem solver who thinks logically, able to maintain clear documentation and builds good working relationships
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  Independent worker who also functions well as part of a team
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  A positive, enthusiastic outlook along with the intent of ‘making big things happen’ by working together and bringing new ideas to the discussion.
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  Excellent communication skills with strong ability to work with stakeholders
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  Proven ability to manage work processes accurately and effectively
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  Agile and comfortable with a level of ambiguity and constant change.

Competencies / Knowledge:

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  Project Management
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  Governance & Reporting
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  Presentation and Storytelling
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  Adept in MS Office

Work Experiences:

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  At least 3 years of working experience in financial services such as Banking or Insurance preferred
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  Experience in project management, able to work with a multitude of stakeholders

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 special requirements.