Manager, Customer Experience & Journey Design

Location: Hong Kong

Time Type: Full time

Job Description

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

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.