The Customer Experience Manager is responsible for driving the execution of customer experience initiatives across key customer journeys, translating CX strategy, frameworks, and priorities into practical actions and measurable improvements
Job Summary
The Customer Experience Manager is responsible for driving the execution of customer experience initiatives across key customer journeys, translating CX strategy, frameworks, and priorities into practical actions and measurable improvements.
This role leads journey improvement initiatives, Voice of Customer (VoC) analysis, and cross‑functional coordination, ensuring customer pain points are addressed effectively and consistently.
Prudential’s purpose is to be partners for every life and protectors for every future, creating a culture where diversity is celebrated and inclusion is assured.
Matching Summary
The Customer Experience Manager is responsible for driving the execution of customer experience initiatives across key customer journeys, translating CX strategy, frameworks, and priorities into practical actions and measurable improvements.
Skills & Requirements
Must-have
Customer journey mapping
Voice of Customer analysis
Cross-functional coordination
CX initiative delivery
Performance tracking and reporting
Nice-to-have
Embedding customer-centric thinking
Influencing without formal authority
Supporting career ambitions
Diversity and inclusion celebration
Key Requirements
Bachelor’s degree in Business Administration, Marketing, Service Management, or related fields
5–8 years of experience in Customer Experience
Proven experience working on cross-functional initiatives
Experience in insurance, banking, or financial services is an advantage