Director, Customer Experience & Journey Design

Director, Customer Experience & Culture Development

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.

Role Purpose

The Director, Customer Experience & Culture Development role is critical in leading the development and implementation of Group Customer frameworks and programmes that elevate customer experience (CX) and journey design practices across the organization. The role also supports the embedding of customer-centric culture through targeted initiatives that build mindset and capability across the Group.

Responsibilities

• Lead future-state journey development: Define and shape best-in-class customer journeys that support strategic business goals and reflect aspirational experience standards.
• Ensure research-led and validated design: Ground journey design in robust customer research and ensure solutions are tested and refined through feedback and validation.
• Collaborate with Business Units on journey design: Co-create future-state journeys with Business Units, aligning initiatives to market-specific roadmaps and priorities.
• Establish CX design standards and KPIs: Set experience design principles, aspirational targets, and measurable KPIs to guide consistent delivery and track advocacy outcomes across markets.
• Design and drive culture-building programmes: Develop and implement initiatives that foster a customer-centric mindset and embed customer-first behaviours across the Group.
• Deliver structured upskilling and mindset-building: Contribute to the creation of engaging programmes that build CX capabilities and support cultural transformation.
• Integrate CX and culture into transformation efforts: Ensure customer experience and cultural initiatives are embedded within broader enterprise transformation programmes.
• Partner with senior leaders and working teams across markets and functions: Work closely with leadership to bring CX and culture initiatives to life through strategic alignment and shared ownership.

Requirements

• Bachelor's degree in any discipline; advanced degree preferred
• 15–20 years of experience in customer experience and service design
• Strong understanding of customer journey mapping, research methodologies, experience validation, and cultural transformation
• Proven ability to influence senior stakeholders and drive cross-functional collaboration
• Experience in Insurance and Asian markets preferred
• Excellent communication, program management, and organizational skills
• Demonstrated ability to define CX standards, KPIs, and reporting frameworks
• Passion for customer-centricity and cultural transformation

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organization 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.