Head of Customer Experience

About the role

The Head of Customer Experience will report to the Chief Operations Officer and lead initiatives that differentiate Prudential as a future‑oriented, customer‑focused organisation. You will be responsible for improving the overall experience across all touch points, driving loyalty, retention and acquisition.

Key responsibilities

• Define and implement top‑class customer service standards, processes and procedures.
• Develop tools to measure customer satisfaction and service improvement.
• Partner with sales, marketing and service functions to deliver seamless experiences.
• Collect and analyse customer feedback to design actionable improvements.
• Review and optimise processes that track customer interactions throughout the lifecycle.
• Champion change initiatives and lead prioritised service delivery improvements.
• Utilise Net Promoter Score, mystery shopping and other metrics to monitor performance.

Required profile

• Senior‑level professional with a global customer mindset.
• Strong analytical abilities and self‑driven attitude.
• Excellent interpersonal and communication skills.
• Experience in fast‑growing, commercial and digitised service environments.
• Multinational experience is a distinct advantage.

Required skills

What we offer

• Opportunity to shape customer experience for a leading financial services brand.
• Collaborative culture that celebrates diversity and inclusion.
• Support for career growth and professional development.