Description
Our business is under-going significant transformation as we shift from providing a broadly intermediated, product based offering to one that creates market leading, customer led propositions sold through multiple channels with a strong focus on mobile and digital. This is a fundamental shift in how we deliver our service today.
This role has responsibility for delivery of our Customer Experience Strategy in a way that delivers our customer outcomes, journey outcomes, increased advocacy and ultimately, a positive impact on business performance.
The job holder's customer experience initiatives include, but are not restricted to:
- Define and manage Prudential's Customer Experience/Journey communications strategy and work with stakeholders across the business to ensure that this strategy is translated into fully effective and market leading communications across all touch points, types of communications and channels.
- Ability for designing new digitally enabled communications as we develop and deliver the Digital Transformation and roadmap
Ideally you will have:
- Instinctive knowledge of our target customers and their needs, behaviours, instincts and experiential requirements (essential)
- Knowledge of operational communications and the impact these have in service environment as well as the restrictions and guidelines applied in regulated financial services industries.
Personal skills include:
- Passionate about delivering the right CX and outcomes for customer.
- Experts communication skills both written and verbal (essential)
- Analytical mind-set (essential)
- Delivery focussed with logical approach to problem solving and prioritisation
People who work at Prudential agree that ours is a great place to work with a brilliant team spirit. It's also an innovative, high-performing commercial environment that's totally focused on customers. And in a fast-changing world, you'll join an organisation that's leading the way in helping customers achieve their long-term financial goals.
At Prudential we work hard to create an environment that enables everyone to flourish and we actively encourage diversity across the business.