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.
In this role, the ideal candidate will support the Head of Customer Insights with the management of ongoing research programs as well as incoming stakeholder requests for the design and implementation of research activities that will yield findings and insights in support of the stakeholders’ development of business plans and decisions.
The ideal candidate will bear the core responsibility of the ongoing management, maintenance, enhancement, and evolution of Prudential’s Online Insights Community (which comprises of both Customers and members of our Agency Force), with advice, guidance, and support from the Head of Customer Insights. Key tasks include:

• Oversight of the ongoing operational health of the Online Insights Community (e.g. safeguarding the platform’s integrity and continuity, ensuring invitations to our research activities / community events are delivered in the expected format as per the stated schedule, ensuring survey data are captured via the community platform at an ongoing basis etc.)

• Development and roll-out of a robust Community engagement program for the year, to aid in the engagement of our Community members within the Online Insights Community per se, as well as their continued engagement with Prudential at large.

• Design, development, and execution of periodic communications in support of the roll-out of the proposed engagement program (e.g. short posts, adhoc / periodic communications, share-backs to selected research activities, regular newsletters, invitations to Prudential-sponsored activities / events etc.).

• Conduct of an annual community review where a last-chance survey will be served prior to the removal of inactive members; And where a recruitment exercise will be rolled out to recruit customers and members of our Agency Force (ALs, FCs) in replacement of inactive members who have been purged – all while ensuring that the overall profile of the Community members will be largely reflective of our customer base and broad Agency Force profile, at large.

• Management of budgets that go towards the incentivization of the Community members for the purposes of research activities and community events.

The Head of Customer Insights will also accord the ideal candidate with exposure, knowledge, and guidance in terms of the management of end-to-end research activities in response to stakeholders’ requests and needs, including:

• The conceptualization and design of appropriate research activities, with a view and understanding of the stakeholders’ business needs and objectives

• The implementation of the research activities, including the design and preparation of fieldwork materials, the conduct of fieldwork, the review of resultant data, the analysis of findings and the development of research insights

• The presentation and socialization of resultant research findings and insights with stakeholders

In particular, the Head of Customer Insights will create robust on-the-job learning opportunities in support of the candidate’s hands-on assimilation of tasks like questionnaire design, fieldwork moderation (e.g. Discussion Boards, Focus Group Discussions, In-depth Interviews etc.), data analysis, results and insights generation, results presentation etc.
Last but not least, the ideal candidate will gain cross-functional exposure and hands-on working experiences with other major programs of work (e.g. Voice-of-Customer Satisfaction Program, Annual Customer Satisfaction Benchmark etc.) within the Customer Insights function – all with an aim to equipping them with a view of the interaction and interplay of research findings and insights across programs and how they form integral inputs to the development of a sound Customer Experience approach.
Who we are looking for:
Competencies and Personal Traits

• Copes and functions well within a dynamic and evolving environment
• Demonstrates curiosity and possesses an inquisitive and analytical mindset
• Demonstrates passion and drive to succeed in assigned tasks
• Demonstrates accountability to assigned responsibilities
• Is independent and driven
• Is resourceful in navigating the organization in securing relevant personnel and inputs
• Is a committed individual who strives to meet or better assigned timelines
• Is detailed oriented
• Possesses a robust understanding of the PACS business construct and priorities
• Possesses a positive can-do attitude
• Possesses highly developed interpersonal skills (in both one-to-one and group settings)
• Possesses excellent verbal and written communication skills

Working Experience

• 2-3 years of relevant experience supporting Customer Insights and / or Market Research-related activities and initiatives
• Strong project management skills with the ability to manage multiple tasks concurrently
• Strong working knowledge and experience with survey administration platforms like Qualtrics, Alida
• Adept at managing projects that span multiple stakeholders (both internal – e.g. stakeholders, functional leads; and external – e.g. vendors)

Education

• Minimum of a Bachelor’s Degree – preferably in a business, communications, management, marketing, or finance discipline

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.