Customer Experience & Service Quality

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 Assistant Manager - Customer Experience & Service Quality will play a pivotal role in enhancing service quality and customer experience across various touchpoints. This role involves standardizing customer-centric metrics, fostering customer loyalty, and advocating for service excellence within the organization.

• Establish and maintain high service quality standards across all customer touchpoints.
• Develop and implement customer-centric metrics, including NPS and CSAT surveys, for all employees.
• Drive initiatives to increase customer loyalty and advocacy in a competitive industry landscape.
• Identify and develop service experts and champions to address service gaps within the organization.
• Promote a strong customer-centric mindset and attitude among employees.
• Oversee the planning and execution of customer experience (CX) strategies, collaborating with other departments.
• Create and implement effective customer communication strategies.
• Foster customer engagement through partnerships and activities.
• Implement processes to address and resolve customer dissatisfaction promptly.
  
  
  

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.