Manager, Digital Service Journey

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 position holder will be in charge of designing and optimizing digital service journeys to continuously improve customer experience and engagement. This function requires a deep understanding of customer expectations, digital trends, and the takaful business and the industry Key Responsibilities:

• Customer Journey Mapping: Develop and maintain detailed end-to-end customer journey maps to identify pain points and opportunities for improvement.
• Service Design: Propose and implement seamless digital service experiences through various touchpoints, ensuring alignment with Shariah principles.
• User Research: Manage user research and gather insights to make informed design decisions on a used case to validate the solutions.
• Collaboration: Work closely with cross-functional teams, including IT, Operations, Marketing, and Customer Service, to ensure cohesive and effective service delivery.
• Performance Metrics: Outline and track key performance indicators (KPIs) to quantify the success of digital service initiatives.
• Continuous Improvement: Stay updated with digital and industry trends and best practices to continuously improve the digital service journey.
• Project Management: Lead and/or manage projects from concept to completion, ensuring timely delivery and quality outcomes.

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.