At a Glance
- Tasks: Lead customer experience initiatives and improve customer journeys for better satisfaction.
- Company: Join Prudential, a diverse and inclusive company focused on making an impact.
- Benefits: Enjoy competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Work with cross-functional teams in a dynamic and collaborative setting.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Bachelor’s degree and 5-8 years in customer experience or related fields.
The predicted salary is between 50000 - 60000 € per year.
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 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. The role plays a critical part in embedding customer‐centric thinking into day‐to‐day operations while delivering tangible improvements in customer satisfaction and service performance.
Key Responsibilities- CX Execution & Initiative Delivery
- Execute CX priorities and initiatives defined in the CX roadmap and governance forums.
- Translate CX frameworks, principles, and standards into practical execution plans for business and operations teams.
- Manage end‐to‐end delivery of assigned CX initiatives, ensuring timelines, outcomes, and stakeholder alignment.
- Customer Journey Management & Improvement
- Own and continuously improve assigned end‐to‐end customer journeys (e.g. onboarding, servicing, renewal, claims).
- Conduct customer journey mapping to identify pain points, moments of truth, and experience gaps.
- Work with relevant stakeholders (Operations, Digital, IT, Distribution) to design and implement journey improvement solutions.
- Track journey performance and ensure improvements deliver measurable customer and business impact.
- Voice of Customer (VoC) & Insights
- Analyze customer feedback from NPS, complaints, surveys, and service data to identify key themes and improvement opportunities.
- Convert VoC insights into clear action plans and recommendations for stakeholders.
- Support closed‐loop processes by tracking corrective actions and their effectiveness.
- CX Standards, Frameworks & Ways of Working
- Support the rollout and adoption of CX standards, experience principles, and service frameworks across the organization.
- Ensure CX requirements are embedded into process changes, projects, and operational initiatives.
- Act as a CX subject‐matter expert for assigned initiatives and business units.
- Performance Tracking & Reporting
- Monitor CX performance metrics (e.g. NPS, CES, journey KPIs) for assigned journeys or initiatives.
- Prepare clear, concise CX updates and materials for management reviews and governance forums.
- Escalate risks, issues, or systemic customer pain points to Senior Manager when required.
- Stakeholder & Team Collaboration
- Work closely with cross‐functional teams to ensure alignment and ownership of CX actions.
- Coordinate with CX specialists / analysts to ensure high‐quality analysis, delivery, and follow‐through.
- Build strong working relationships to influence without formal authority.
- Improvement in CX metrics (e.g. NPS, journey satisfaction) for assigned journeys
- Timely and effective delivery of CX initiatives
- Quality and actionability of VoC insights and recommendations
- Stakeholder adoption of CX improvements and standards
- Effectiveness of closed‐loop and corrective actions
- Qualifications
- Bachelor’s degree in Business Administration, Marketing, Service Management, or related fields
- Experience
- 5–8 years of experience in Customer Experience, Customer Management, Service Improvement, or related roles
- Proven experience working on cross‐functional initiatives or projects
- Experience in insurance, banking, or financial services is an advantage
- Skills & Competencies
- Solid understanding of customer journey mapping and VoC methodologies
- Strong analytical and problem‐solving skills
- Ability to translate insights into clear actions and recommendations
- Good stakeholder management and communication skills
- Structured, detail‐oriented, and execution‐focused
- Comfortable working with data, reports, and presentations
Customer Experience Manager (Trưởng nhóm Trải nghiệm Khách hàng) employer: Prudential Hong Kong Limited
Prudential is an exceptional employer that fosters a culture of diversity and inclusion, empowering employees to connect, grow, and succeed in their careers. With a strong focus on customer experience, the company offers meaningful opportunities for professional development and collaboration across cross-functional teams, ensuring that every team member can make a tangible impact on customer satisfaction. Located in vibrant markets across Asia and Africa, Prudential provides a dynamic work environment where innovative ideas are encouraged and valued.
Contact Detail:
Prudential Hong Kong Limited Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager (Trưởng nhóm Trải nghiệm Khách hàng)
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience initiatives and think about how you can contribute to them.
✨Tip Number 3
Showcase your skills during interviews. Use real examples from your past experiences to demonstrate how you’ve improved customer journeys or tackled challenges.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role.
We think you need these skills to ace Customer Experience Manager (Trưởng nhóm Trải nghiệm Khách hàng)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer experience management. We want to see how your skills align with our mission to enhance customer journeys!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve improved customer satisfaction or driven initiatives in previous roles. We love seeing tangible results!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to convey your ideas, as we appreciate clarity in communication just as much as in customer experience.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role!
How to prepare for a job interview at Prudential Hong Kong Limited
✨Know Your Customer Journeys
Before the interview, take some time to familiarise yourself with customer journey mapping. Understand the key touchpoints and pain points that customers experience. This will help you demonstrate your knowledge of the role and how you can contribute to improving these journeys.
✨Showcase Your Analytical Skills
Be prepared to discuss how you've used data to drive customer experience improvements in your previous roles. Bring examples of how you've analysed customer feedback and turned insights into actionable plans. This will show that you can effectively translate VoC insights into real-world solutions.
✨Emphasise Collaboration
The role requires working closely with cross-functional teams, so highlight your experience in stakeholder management. Share specific examples of how you've built relationships and influenced others without formal authority. This will demonstrate your ability to work collaboratively in a team environment.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about past experiences where you've tackled customer pain points or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
